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Yes, if you have received an email communication detailing the communication No Magic Customer Support transition – preparation ?????? on 26th of March, 2021.

 

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To create a new issue or browse the existing ones, login to No Magic Customer Support System.

Export control

Exchange of information under this support ticket is subject to all applicable export laws and regulations. You shall not disclose any information requiring an authorization to be exported unless the authorization is required solely for export to countries subject to trade sanctions.

If you are a registered user, and have already connected to No Magic Customer Support System, you can create a support ticket by sending email to support@nomagic.com.

To comment an existing support ticket, please reply to the notification email.

Note: It is important that issue ID (e.g. MDUMLCS-37405) exists in the subject line.

The support system provides:

  • Submitted issues status tracking.
  • Ability to submit private and public questions, suggestions, improvements, and problems.
  • Ability to search through the existing public issues, view status of your issues.
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Customer Support Levels

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A customer support level determines customer access rights and the response time for support requests. To find out your customer support level, please, visit No Magic Customer Support System.

Support levelApplies forEnsured support includes
Public Support
  • Self-help: publicly available contents, No Magic Community Forum
  • Inquiries about licensing and product updates.
Standard Support
  • Professional online support with trouble ticket status tracking.
  • Inquiries about No Magic software problems and usage.
  • Initial Response time based on urgency* (During No Magic business hours):
    • Urgent: 24 hours
    • High: 24 hours
    • Medium: 48 hours
    • Low: 48 hours
  • Reasonable No Magic efforts to provide a usable work-around solution or to correct the issue in an upcoming maintenance release or update.

* Urgency let us know the impact of the problem on business.

  • Urgent: Customer is unable to use the program and have severe/critical impacts on operations, and no workaround exists.
  • High: Customer is able to use the program but operations are severely restricted by the incident. A workaround exists.
  • Medium: Customer can use the program with some restrictions on one or several functions. These restrictions, however, do not have a severe impact on customer’s operations.
  • Low: The Case causes little or no impact to Customer’s operations.
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End-of-life policy

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The Long-Term Releases are extremely reliable and rock-solid. No Magic provides service packs and technical support) for about three years.

Longer-term technical support (up to five years) for a Long-Term Release is available for an additional charge.

Important! We support and provide service packs only when you own Software Assurance (SA) on your purchased products, so please be sure you are covered.

For more information about release life cycle, see this page.

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Report an Issue from Modeling tool

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Starting from 18.0 SP7, 18.5 SP4, and 19.0 SP4 releases reporting from tool is not available, please report issues via No Magic Customer Support System

Check on how to report the issues from earlier versions on our documentation page.

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