What is the difference between standard support and premium support?

What is the difference between standard support and premium support?

Question:
What is included in the standard support that comes with the software purchase? If I need more than standard support, what options are available?

Answer:
With the software purchase, customers with active maintenance are entitled to standard support which covers the following topics
1. installation  - our team will make sure you are able to download and install the software on the supported environment, more information on supported environments can be found here
2. licensing - whenever you run into licensing problems, our team will assist with license replacement, enrollment and troubleshooting
3. bug reports - when a bug is detected with proper documentation on why it is a bug, we team will make a report to request a fix in upcoming service packs and release versions
4. enhancement request - customers can make feature requests for R&D team to consider for future releases
4. knowledgebase access - Frequently Asked Questions will be available for customers on the VIAS3D support portal, or the 3DS knowledge base with a 3DS account

For anything outside the scope of the above(for example, scripting, custom workflow, project-specific troubleshooting premium support is available should you need it. Details can be found in the attached document. 

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