The purpose of this article is to discuss all the offerings and what is covered, under Platinum Support. All things mentioned in this article may be subject to change and may not reflect the totality of all things covered. In many cases, we strive to go above and beyond to help every client achieve greater success. (And in some cases, we may break our own rules). This is a guide to help show what is typically included in our Platinum Support offering. If you have any further questions, please feel free to reach out to us and we would be more than happy to answer any questions you have. 

What's included?

Extended Support / Proactive Engagement & Consulting 

• Support that goes beyond typical "Break/Fix" software support. 
• 1 Hour Zoom Meetings with our Applications Engineers now become available upon request. 
• Annual "Health Checks" allow an open Q&A session with our team. 
• Health Checks are between your team or representative and an Application Engineer representing your software solution to discuss overall software use/issues and to address any concerns, or discuss future goals you may have for your team. 
• Health Checks are our way to directly help your team become efficient with your product and to represent you in your MFG goals. 
• Ticket Responses contain greater detail about solutions and can contain video or other document formats for reference.
  
• Access to your team's NexGenSolutions support portal. This allows you to see your cases anytime and review the resolutions.  
• Consulting Services may include the following:
  • Process and Automation Evaluation
  • Training and knowledge base assessment  
  • Workflow Evaluation for Automation of CAD/CAM processes
  • Cycle Time & Toolpath Efficiency/Verification
  • Cutting Tool and Fixture Implementation
  • GD&T, Consulting on appropriate feature control in your MFG processes
    

Learning Management System & On-Demand Training Platform

• Through our Platinum Support you have access to our library of video content witch includes all of your Autodesk MFG software's. 
  • If you do not have access, please reach out to us by submitting a ticket requesting access to our "LMS". 
• If you miss any webinars, look for them in our Library of Videos inside our "LMS". 
• Use the LMS and its videos to help train new employees or advance your teams current skills. 
  
  

Live & On-Demand Training Webinars

• Live monthly webinar events centered around deep dives & customer specified topics to help train advanced skills in your chosen CAM software
  
  • Also known as our "Best Practices" class. This acts as an opportunity for you and your team members to join in and ask questions or suggest topics. 
    
    

Annual Update Training 

• Annual update training or "What's New" in the latest version of your software.
  • This topic will be covered in one of the "Best Practice" classes as well as in health checks when requested.
    
    

Minor Post Edits

• All post-edits requested are subject to evaluation by an Application Engineer. All posts outside of the items listed below are subject to additional costs and may be subject to further quotation of service & time if needed. You will be informed before any and all work commences in those cases.  
• All post alterations will be considered and consulted on
• Supported Post Edits Include
  • Placement or order of existing codes
  • Additional single-line M code functions (such as coolant codes)
  • Home/start & end point alterations
  • Tool H/L assignment changes
  • Minor directional or axis changes to the simulation files
  • Line numbering
  • Adding generic comments supported by the software
  • Multi Axis code sequence on existing posts 
  • Minor Canned cycle adjustments
    • Example: A tapping cycle needs an additional function added, G84 to G84.1, or adding the spindle code to the canned cycle
• Unsupported Post Edits (Subject to Applications Engineering evaluation )
  • Custom Comments/work instructions
  • Setup Sheet Customization
  • Custom G&M code functions (macro B, or scripts) 
  • Kinematic changes or reconstruction of the verification machine file.
  • Adding multi-axis output to a non multi-axis post.
  • Part transfer/synchronization edits
  • Most older post formats that require an update or new build
  • Probing
  • Any macro or parameter additions to the code format
  • Sub-program output
  • Non existing Mill-Turn/Turn-Mill cycles
  • Multi Channel support functions (Exception of Partmaker, and at Applications Engineering discretion by machine type and vendor)
    
    

Priority Online/Phone Support

• You receive priority service over basic support customers. 
• Tickets receive priority attention in the queue. 
  
  

15% Off Services + $250 Training Voucher

• 15% off all future training classes purchased from NexGenSolutions
• $250 training voucher towards one training class purchase (renewed annually)