This post is specifically for all you Subscription customer's out there who are wondering how to and what the process is in order to speak with us in Product Support directly over the phone. The following link descibes step-by-step the process that one needs to follow in order to verify that they have entitlements and the information that needs to be provided once you reach us:
The two most important things in that link are your entitlements (Advanced Support and up has phone priviledges) and your Express Service ID (or Contact ID which is the same thing). The Express Service ID is what we will ask for before anything else as it allows us to verify your entitlements and create a case in our system in which to act as a springboard for all future correspondance. If you do not have a Express Service ID, we are unfortunately limited in what we can do for you at that time. Of course we will try to assist, but this is limiting as we cannot verify entitlements or send/recieve any information because we cannot create the case. If you have Advanced Support and you want to get a user a Express Service ID please visit this link: www.autodesk.com/customerservice This link can also provide you with answers to all your Subscription, activation, license, and account questions.
For more information on our Support Tiers please follow this link as it descibes who is entitle to what level of Support: http://usa.autodesk.com/support-offerings/
The bottom line is we want to help as quickly and effiently as possible, so if you have all this information straightened out and correct up front when you call we can immediately jump on the issue and get you back up and running.