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Get answers to your questions about DSI's new technical support requirement. We break down the costs, the ROI of our Platinum plan, and what it means for your shop.
Q: I've never needed support before. Why do I have to pay for it now?
A: You might not have needed it yet, but when you do, the cost of being without it is steep. One post processor issue that takes you 4 hours to solve costs more than an entire year of Platinum Support. Think of it like insurance—you hope you don't need it, but when you do, you're grateful it's there.
We've also found that customers who have support are more likely to use the software to its full potential because they're not afraid to try advanced features. That ROI compounds quickly.
Q: What happens if I go over 8 hours?
A: We're not going to cut you off. If you hit your 8-hour cap, we'll work with you. Support continues, though we may adjust response times or prioritization if usage is significantly above average. Our goal isn't to nickel-and-dime you—it's to make sure the system is sustainable for everyone.
If you're consistently exceeding 8 hours, that's a conversation we want to have. You might benefit from a higher tier (Expert Connect or Enterprise Support), or there might be training opportunities that reduce your need for reactive support.
Q: Can I just buy Autodesk software direct and skip this requirement?
A: You can, but here's what you'll lose:
Autodesk Direct Support:
- Ticket-only, no phone support
- 24-48+ hour response times
- Only surface level, script read support
- No customized or machine specific post processor help
- No training discounts
- Generic support with no manufacturing floor context
DSI Platinum Support:
- Direct phone line + screen share
- 4-hour or sooner response time SLA
- Manufacturing veterans who've run shops
- Post processor updates included
- 15% off all future training/consulting
- Priority invitations to DMC best practice events
- Full Learning Management System access
Autodesk builds great software. They don't specialize in manufacturing floor support. We do. That's the difference.
Q: $650/seat feels expensive. How do I justify this to my management?
A: Let's break down the ROI:
Cost of Platinum Support: $650/year/seat
Cost of ONE unsolved CAM issue:
- 4 hours of your time at $100/hour shop rate = $400
- Missed delivery deadline penalty = $500-2,000+
- Customer dissatisfaction = Priceless (in the wrong way!)
What you save annually:
- 8 hours of expert support vs. self-troubleshooting: ~$800-1,200 in saved shop time
- 15% discount on training (if you spend $3K/year): $450 saved
- Post processor updates (typically $300/update): $300+ saved
- Priority access to DMC best practice webinars and resources
- Faster issue resolution = fewer missed deadlines = retained customers
Payback period: First incident you call us for.
Q: I have 10 seats but only 2-3 people actually use the software heavily. Do I really need support for all 10 seats?
A: Yes, the policy is 1:1, but here's why it makes sense: even your occasional users will hit issues. When they do, you want them to have access to help—not become bottlenecks because they're stuck and don't have support.
That said, if you have a unique situation (50+ seats with very light usage on some), let's talk. We have Enterprise Support options that may work better for your use case.
Q: What if I only need support once or twice a year?
A: That's exactly what Platinum Support is designed for. 8 hours annually = 8 incidents at ~1 hour each, or 4 incidents at 2 hours each. If you're only calling us 1-2 times/year, you'll never hit your cap.
And remember: without support, those 1-2 calls would cost you $300/hour. Two 90-minute calls = $900. You've already paid $650 for the year and saved $250.
Q: Can I upgrade mid-year if I realize I need more support?
A: Absolutely. If you start with a different support tier and realize Platinum Support is the right fit, we can upgrade you mid-term with prorated pricing. Platinum Support gives you phone access, faster response times, and all the benefits that most customers find essential. Just reach out to your Account Executive.
Q: What's the difference between Platinum, Gold, Expert Connect, and Enterprise Support?
A: Platinum Support at $650/seat is our recommended tier for most customers—it's the sweet spot for value, coverage, and direct access to experts.
We also offer Gold Support (email-only, lower cost), Expert Connect (for power users needing advanced workflows), and Enterprise Support (for larger operations with 50+ seats).
Your Account Executive can walk you through all the options, but for the vast majority of shops, Platinum Support delivers everything you need.
Q: I'm a long-time customer. This feels like a price increase disguised as a "new requirement." What am I missing?
A: You're not wrong that this changes your total cost of ownership and I respect the direct question.
Here's the truth: Support was always optional, but we saw too many customers paying the hidden cost of not having it. Hours of lost productivity. Missed deadlines. Frustration. We're formalizing it because the data is clear: customers with support plans are more productive, more profitable, and frankly, less stressed.
Is it more expensive than buying software alone? Yes. Is it cheaper than the alternative of struggling without expert help? Absolutely.
If cost is a serious concern, let's talk about Gold Support or payment plans. We'd rather find a solution that works than have you go without.
Q: What if I don't renew my support plan next year?
A: You'll lose access to:
- Phone and live support (you'll only have access to pay-per-hour support at $300/hour)
- Priority invitations to DMC best practice sessions and events
- Post processor updates
- The 15% discount on training and consulting
- Guaranteed response times and SLAs
- Learning Management System access
We obviously don't recommend this, but it's your choice. Just know that re-enrolling later may not be guaranteed if your software isn't current.
Q: How do I track my support hours?
A: We track your usage on our end. Want to know where you stand? Just ask, contact your Account Executive anytime and we'll give you a current usage report. We'll also proactively let you know if you're approaching your 8-hour cap so there are no surprises.
Q: Can I share support hours across multiple seats?
A: Not with Platinum Support. Each seat gets 8 hours. However, if you have an Enterprise Support agreement, we can structure pooled hours that work across your team. Reach out to discuss custom options.
Q: I still have questions. Who do I talk to?
A: Your Account Executive and Customer Success Manager are your first stop. You can also email us at contact@dsi-mfg.com
We're here to make this work for you.