Beginning June 1, 2021, No Magic customers are supported through Dassault Systèmes’ support model, provided by No Magic experts. |
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Introducing 3DSupport App
Technical customer support is provided through the Dassault Systèmes’ support tool - 3DSupport App. The 3DSupport App is the new support tool based on 3DEXPERIENCE platform technology.
Using the 3DSupport App, you can do the following:
- Create new service requests (support tickets)
Manage and track active service requests
The current No Magic Customer support system is in a read-only mode for a limited time with the ability to access, view and get export reports of your reported issues.
support@nomagic.com email address is no longer used to provide product support services from June 1, 2021. 3DSupport App is the only channel for submitting support enquiries.
This email address will remain available until August 31, 2021 for customer support transition related questions only.
The 3DEXPERIENCE ID
You need a 3DEXPERIENCE ID to access the Dassault Systèmes Support site. If you have already logged in to Dassault Systèmes’ support tools before, you probably have a 3DEXPERIENCE ID.
If you don‘t have a 3DEXPERIENCE ID or are not sure if you have one, please check the 3DEXPERIENCE ID creation and validation page.
Other resources you can access with your 3DEXPERIENCE ID:
- Software download (documentation is included in the software). See more information on how to access and download software.
- Knowledge Base, which includes Questions & Answers, existing bug reports.
Accessing the 3DSupport App
The 3DSupport App is dedicated to customers with a valid support contract (software assurance/ALC - annual license contract).
Connect and submit a service request via 3DSupport App
Transition to 3DSupport App for Customers eligible for Data Migration
The No Magic legacy support customers who are eligible for support data migration, have been transferred to Dassault Systèmes’ support model as described in the following table.
| Date | No Magic/Dassault Systèmes actions | Available customer action |
|---|---|---|
| March 26, 2021 | 1st email communication titled No Magic Customer Support transition – preparation is sent | |
| May | Migration of closed tickets. | |
| May 27, 2021 | 2nd email communication titled No Magic Customer Support transition is sent | |
| May 31- June 1, 2021 | 2 automated emails are sent about:
| Login to 3DSupport App |
| June 1, 2021 |
| Continue communications on your migrated tickets in 3DSupport App |
Troubleshooting
Q: I have not received emails about accessing 3DSupport App or other communication emails.
A: Check if you have a 3DEXPERIENCE ID.
If you do not have one - contact your company dedicated Security Administrator for Dassault Systèmes. Consult your IT or asset department for help.
If you are not able to identify your Security Administrator, or if they have not yet been designated, contact us.
Q: I receive an 'Access is denied' error message, when connecting to 3DSupport App.
A: You do not have a support role. Contact your company dedicated Security Administrator for Dassault Systèmes to get the support role. Consult your IT or asset department for help.
It takes up to 24 hours to take an effect after the support role has been granted by the Security Administrator. Until then you will get an 'Access is denied' error message.
If you are not able to identify your Security Administrator, or if they have not yet been designated, contact us.
Q: I can not submit a service request from my 3DSupport App.
A: Support contract has expired for your company/Site. Contact your sales representative.
Q: I do not see migrated legacy support tickets on 3DSupport App after I login into it. What should I do?
A: Contact support@nomagic.com and provide your 3DEXPERIENCE ID email.
Contacts
If you are not able to identify your Security Administrator, or if they have not yet been designated, contact
Dassault Systèmes’ global Call Center
Support policies
See support policies For Licensed Programs
See Lifecycle policy for supported releases (you need a 3DEXPERIENCE ID to access this content)
More information about Dassault Systèmes support model