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Data Management Support
For industry professionals who work with Autodesk’s Vault software.
Support Designed for You
Our team helps you maintain and manage your data within your Vault subscription. We offer support for Vault Basic, Professional, and Sovelia Vault through Standard and Enterprise plans.
Explore our plans below, and we’ll work together to choose the right one for you.
Vault Standard & Enterprise Support Plans
Vault Versions: Basic and Professional
- Upgrade and health check
Yearly allowance of up to 8 hours. Upgrade services are available for an additional charge on a time and expense basis. Such services may include planning, system preparation, large database/filestore upgrades, server moves, and test environments. - 5 CAD-LIVE Vouchers per Year
Access to live Data Management courses through our CAD-LIVE platform. - 1 Seat of Sovelia Vault
Extend your automation and publishing capabilities. - Direct Line to DM Consultants
Priority access to our Data Management team for faster, more focused support. - Vault server support
- End-user support
- Service pack and update installations
- coolOrange powerEvents
- coolOrange power Jobs
- Automation and customization
- Weekend engagements
- Replication sites
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CAD Learning Extension
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Sovelia Vault
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Sovelia Core
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Sovelia Configurator
- Client installs (with the exception of one test client and job processor)
- Integrations
- Some exclusions may not apply when additional services are agreed upon or purchased.
- Server and end-user technical support
- Service pack and hot fix installation if necessary
- Job processor technical support
- Automation and customizations
Only if Symetri implemented or certified. - Integrations
Only if Symetri implemented or certified, for example, integrations include ERP integrations, Fusion Manage integrations, and other integrations with custom apps.
Our managed maintenance services are performed regularly - on a weekly, monthly, or quarterly basis.
- Job processor maintenance
- Replication
- Connection maintenance
- SQL maintenance
- Backup maintenance
- Yearly upgrade or health check
- Service pack and hot fix installation as needed
- Client installs, except for one test client and the Job Processor
- Automation and customizations not developed and/or implemented by Symetri
How to Reach Support
Our support specialists are software experts with years of industry experience. Please use one of our convenient options below to reach out.
Available Hours: Mon-Fri | 8:00 AM to 5:00 PM
Email Support
You can email our support team at DMSupport@symetri.com.
Call Us
Rather talk on the phone?
Call us at (800) 336-3375.
Data Management Support Plan FAQs
All active support plans now include:
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5 vouchers for CAD-LIVE Data Management courses
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1 seat of Sovelia Vault
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Direct line to the Data Management team for prioritized support
This benefit provides prioritized access to our Data Management specialists. You’ll receive a dedicated communication channel (phone or email) for faster resolutions, strategy discussions, and technical guidance.
Yes, these new benefits are included with both Standard and Enterprise support plans. Some services, such as Sovelia Vault onboarding or advanced training, may require scheduled support.
Basic, Professional, and Sovelia Vault.
Of course! You can have a support plan with us even if your software subscription is through Autodesk.
Your Sovelia Vault license will be provisioned by our team upon request. Reach out to your support contact or submit a request through our support portal to begin the onboarding process.
Vouchers and the Sovelia Vault seat are valid during the term of your support contract and reset annually. Unused benefits do not carry over unless explicitly stated in your agreement.
Yes! CAD-LIVE will include a growing library of Sovelia Vault courses designed to help your team learn how to automate publishing, configure rules, and optimize workflows using the Sovelia Vault platform.
You can assign vouchers to any of the five users on your team. Once assigned, vouchers are non-transferable. To schedule or register, simply contact your Customer Success Manager or email DMSupport@symetri.com.
Yes, our Data Management Support plan is not intended for training, how-tos, detailed workflow documentation, programming and customization, data management, post-processor creation and modifications, or CAD support. We offer these services as optional agreements. Please reach out to learn more.