Welcome to Conceptia Konnect

Dear Customer,

Greetings from Conceptia Konnect!

Thank you for becoming a customer of Conceptia Konnect. We warmly welcome you to
SOLIDWORKS Community.

We are confident you will quickly become familiar and productive with the
SOLIDWORKS products you have chosen. Since Initial license procurement comes with
subscription package, you are entitled to software upgrades, access to multiple online
support, technical resources and live technical support.

Contents

1. Subscription Information

2. How to Reach Us?

3. SOLIDWORKS Customer Portal Registration

4. User Group Registration

5. Onsite Support Visit Log Sheet

6. Quick Reference Guide

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Page

Conceptia Software Technologies Private Limited

# 22,2nd Floor,100 feet Ring road,6th Block3rd Phase,BSK 3rd stage, Bangalore-560 085, India
`Phone +91 80 41558618 Fax +91 80 26798959 Email info@ckonnect.in
Doc ID#: CK_ED_TD_005
Karnataka Tamil Nadu Kerala
 1. Subscription Information
As part of your Initial License Procurement you are entitled to Subscription
Service Benefits within the AMC Period which include the following:

 Automatic upgrades for your licensed SOLIDWORKS software

 Live technical support
 Access to privileged content on MySolidWorks.com—your one place for all
things for SOLIDWORKS
 Access to the SOLIDWORKS Customer Portal—your online destination from
purchase through installation and upgrade
 Product Enhancement requests
 Free CSWP (Certified SOLIDWORKS Professional) exam
 Onsite support visit from SOLIDWORKS Certified AEto
 Understand the design process and educate on tips and tricks
 Educate on What’s New features in new releases
 To conduct regular service pack updates
 To resolve issues arising with the software

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Page

Conceptia Software Technologies Private Limited

# 22,2nd Floor,100 feet Ring road,6th Block3rd Phase,BSK 3rd stage, Bangalore-560 085, India
`Phone +91 80 41558618 Fax +91 80 26798959 Email info@ckonnect.in
Doc ID#: CK_ED_TD_005
Karnataka Tamil Nadu Kerala
 2. How to Reach Us?

a. I think I have a software Problem. What do I do?

 Please check the Help documentation included in the software itself. It is
comprehensive and will often get you past your obstacle.
 If Help documentation does not answer your question, part of your
subscription package entitles you to access the SOLIDWORKS Knowledge
Base in customer portal through
http://www.solidworks.com/customerportal
 If you think you have encountered a software defect, please check if it is
reproducible in the latest service pack, if it is apparent on your colleagues’
machines, or if it occurs using different login within the same system.

In case you still have the problem, contact our Technical Support Team.

b. Technical Support Contact Details

Email
Should you need to contact us for Technical support, please write a mail to us
atsupport@ckonnect.in.

Telephone

If you wish to discuss your support incident with one of our support engineers,
kindly first send anEmail, and then call our toll free number.
Toll Free Number: 1800 425 8959
Our team is available from 09:00 AM to 05:00 PM on six working days a
week(Mon-Sat).

If you need emergency support outside of these hours kindly call

specifiedterritory support engineers mobile number mentioned in the first page
of the booklet.

Kindly specify the following details when you reach us:

 Company and Contact details

 SOLIDWORKS Product Serial Number(Mandatory)
 The version of software you are using
 A full description of your issue
 Business Impact Level of the issue ( Please See in Page 4)
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Page

Conceptia Software Technologies Private Limited

# 22,2nd Floor,100 feet Ring road,6th Block3rd Phase,BSK 3rd stage, Bangalore-560 085, India
`Phone +91 80 41558618 Fax +91 80 26798959 Email info@ckonnect.in
Doc ID#: CK_ED_TD_005
Karnataka Tamil Nadu Kerala
 Our support team guarantees to handle any requests made to us within the
limits defined below:

Business Impact
Critical High Medium Low
Initial 4working 8 working 24 working 48 working
Response hours hours hours hours
Updates 3 working 5 working days On request On request
days
Relief Work As soon as Reasonable Reasonable
Continuously possible efforts efforts

Business Impact Level

When submitting any issue to us, please let us know how your business is
affected, using the following guidelines:
Critical: The software is not operational, no viable workaround exists and/or
customer’s business is severely impacted. Typically the issue is not isolated to
specific files, but rather can be reproduced with multiple customer datasets.

High: A major software function is inoperable or not working as designed, work

can continue but with significant impact to the business operations. Typically the
issue is not isolated to specific files, but rather can be reproduced with multiple
customer datasets.

Medium: A software function is inoperable or not working as designed, work

can continue with moderate impact to the business operations.

Low: No loss of functionality, this can be a documentation error, poor error

message, etc. This has no business impact on the customer.

If we have difficulty in reproducing your problem, we may use our remote access
tool TeamViewer or GoToMeeting to allow us to see the issue ourselves.

If we are unable to resolve your issue, we shall manage your incident with our
backend team at SOLIDWORKS.

After you have submitted an issue, you will receive a survey. We use this data to
determine if we are providing a high quality service, so we ask that you take a
few moments to return the survey to us.
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Page

Conceptia Software Technologies Private Limited

# 22,2nd Floor,100 feet Ring road,6th Block3rd Phase,BSK 3rd stage, Bangalore-560 085, India
`Phone +91 80 41558618 Fax +91 80 26798959 Email info@ckonnect.in
Doc ID#: CK_ED_TD_005
Karnataka Tamil Nadu Kerala
 c. Issue Escalation:
1. Second level of escalation

Kindly Contact specified AE

2. Third level of escalation

Technical Manager : Mr. Naveen Reddy

Email ID: naveen@ckonnect.in
Ph.: +91 8884411928

In the unlikely event of a failure to meet these terms, please contact Operational
Manager.
Operational Manager: Mr. JalilGnaniar
Email ID: jalil@ckonnect.in

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Page

Conceptia Software Technologies Private Limited

# 22,2nd Floor,100 feet Ring road,6th Block3rd Phase,BSK 3rd stage, Bangalore-560 085, India
`Phone +91 80 41558618 Fax +91 80 26798959 Email info@ckonnect.in
Doc ID#: CK_ED_TD_005
Karnataka Tamil Nadu Kerala
 3. SOLIDWORKS Customer Portal Registration
After registering in customer portal, kindly check your mail for account
verification link.

Follow the link to complete customer portal registration.

You can also use this customer portal user id and password to login to
my.solidworks.com– a place for everything related SOLIDWORKS.

Have a good practise of visiting your portal and engage in discussion forum for
frequent updates.
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Page

Conceptia Software Technologies Private Limited

# 22,2nd Floor,100 feet Ring road,6th Block3rd Phase,BSK 3rd stage, Bangalore-560 085, India
`Phone +91 80 41558618 Fax +91 80 26798959 Email info@ckonnect.in
Doc ID#: CK_ED_TD_005
Karnataka Tamil Nadu Kerala
 4. User Group Registration

What is User Group?

SOLIDWORKS User groups are the local gatherings of SOLIDWORKS users
which provide a platform to meet & share experiences and technical
presentations to help provide you and your company with valuable, real-world
techniques and methodologies. The benefit of belonging to a local user group
chapter starts with the technical information. User group meetings always
consist of at least one technical presentation, and most groups have two or
three sessions at each meeting.
User presentations, reseller presentations, even DS SOLIDWORKS employees
show up at these meetings to help users learn new techniques, share Tips and
Tricks, or focus on teaching specific functionality in SOLIDWORKS and related
products.

How to Register?
To being a part of upcoming user group among your industrial vertical, connect
with our Technical Engineers to register.

7of 9
Page

Conceptia Software Technologies Private Limited

# 22,2nd Floor,100 feet Ring road,6th Block3rd Phase,BSK 3rd stage, Bangalore-560 085, India
`Phone +91 80 41558618 Fax +91 80 26798959 Email info@ckonnect.in
Doc ID#: CK_ED_TD_005
Karnataka Tamil Nadu Kerala
 5. Onsite Support Visit Log Sheet
Visit Date Purpose of Visit Remarks AE User
Signature Signature

8of 9
Page

Conceptia Software Technologies Private Limited

# 22,2nd Floor,100 feet Ring road,6th Block3rd Phase,BSK 3rd stage, Bangalore-560 085, India
`Phone +91 80 41558618 Fax +91 80 26798959 Email info@ckonnect.in
Doc ID#: CK_ED_TD_005
Karnataka Tamil Nadu Kerala
 6. Quick Reference Guide
Product Serial Number
SOLIDWORKSStandard 90000301983002039WNNGN55

Customer knowledge Base:http://www.solidworks.com/customerportal

Email ID:support@ckonnect.in

Toll Free Number: 1800 425 8959

Working hours: 8.30 AM - 05.00 PM (6 working days a week)

Online Support
KB
help Ticket

Just my machine? Just this

file? Latest service pack?
9of 9
Page

Conceptia Software Technologies Private Limited

# 22,2nd Floor,100 feet Ring road,6th Block3rd Phase,BSK 3rd stage, Bangalore-560 085, India
`Phone +91 80 41558618 Fax +91 80 26798959 Email info@ckonnect.in
Doc ID#: CK_ED_TD_005
Karnataka Tamil Nadu Kerala