Support

MicroGenesis prides itself on providing high quality technical support on all the solutions that we provide to our customers. Whenever your team needs assistance with an installation, help during software usage, access to technical tips or simply an answer to a question, the MicroGenesis Support Team will respond in the best possible manner to ensure that you use the software effectively with minimal downtime.

Sample SLA for Customers using Autodesk Products

1. Installation Related Issues :
If you need support for software installation in terms of

Re-installation of software on existing system
Activation Code after Re-installation
Re-installation and Transfer of License to another system
Change of Server for Network Installation
License File after Change of Server

Please send a mail to activation@mgenindia.com (with screenshot attachments, if applicable)

2. Technical Support Issues :
If you need support while working on the software in terms of

Software hanging during usage
Fatal Error or Unhandled Exception Messages
Some specific features or commands not working
Problem with graphics
Slow response while working
Plotter/Printer Configuration

Please send a mail to support@mgenindia.com (with screenshot attachments, if applicable)

Support Request Resolution
Your support request received at the above email id will be resolved in the following manner :

A unique support ID will be allotted to your request and an acknowledgement mail sent to you immediately
Activation Code or License File will be sent via email within 2 working days
In other cases, a Support Engineer will respond to your request either through phone or a visit within 2 working days

Support Escalation Procedure

If you do not get an acknowledgement mail within 1 working day of submitting your support request, please call 080-65600113 to check whether your mail has been received by us
If you do not get a mail or a phone call within 2 working days of getting the acknowledgement, please call 080-65600113 to check the status of your Support Request
If your Support Request has not been attended to after 4 working days, please call our Technical Manager on 98447 25535 and report the same for resolution
If you Support Request has not been resolved satisfactorily even after talking to the Technical Manager, please call our Business Manager, Mr. Shri Hari Itagi on 98443 07254

3. Accessing Autodesk Subscription Support :
If you have purchased Autodesk Subscription you can directly contact Autodesk Support through the Autodesk Subscription Center :

You will directly get a Welcome Mail from Autodesk giving you access to Autodesk Subscription Center
You will have to create a username and password for yourself and your team members on Autodesk Subscription Center
Logon to Subscription Center (http://subscription.autodesk.com) with your username and password
Click on the Support Menu and login your Support Request and get a unique Autodesk Support Request ID
Autodesk Support will get back to you with the Solution within a specified timeframe as per Autodesk Subscription Terms and Conditions
You can also access the following at Autodesk Subscription Center:
1. Software Upgrades
2. E-Learning lessons and knowledge assessments
3. Download of extensions and other available enhancements
4. Subscription contract administration tools

4. Training for your Autodesk Products : Basic Training on the Autodesk Products purchased by you will be provided by our Technical Support Team as per the Terms and Conditions mentioned in our Quotation.

If you or your team members would like to undergo full-fledged training on Autodesk products, please contact MicroGenesis Training Center, which is an Autodesk Authorised Training Center (ATC), and the ATC team will respond with the necessary details for your specific training request.

MicroGenesis Training Center,
#312/17, 3rd Floor, Sri Krishna Mansion,
10th Main, 27th Cross, Above Citibank ATM,
Jayanagar 3rd Block, Bangalore – 560011
Tel : 99801 37748 / 49
Email : atc@mgenindia.com
Web : www.mgenindia.com/atc

5. Subscription to CAD Quest :
As our esteemed customer, you will be automatically subscribed to our e-zine, CAD Quest, delivered every week directly to your Inbox.

CAD Quest contains the latest technical news, update/upgrade information, tips and tricks, Autodesk Subscription Center information, Sales and Marketing schemes and offers and keeps you updated on the latest happenings in the Autodesk Community.

For more information on CAD Quest, please send a mail to cadquest@mgenindia.com