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Dassault Systèmes Customer Support
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Until June 1, 2021, you can still use No Magic legacy Customer Support system. |
Introducing 3DSupport App
Technical customer support will be 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
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The current No Magic Customer support system will be left |
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- Customer Support Services Policies
- No Magic Customer Support system transition. Retiring legacy system
- FAQ and Forum
- Who is eligible to support services?
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- No Magic Customer Support System. New issue registration
- Customer Support Levels
- End-of-life policy
- Report an Issue from Modeling tool
- Other contacts
Customer Support Services Policies
Please find the latest legal terms of our support services below:
No Magic Customer Support Services Policies
No Magic Customer Support system transition. Retiring legacy system
Important notice!
As part of our integration into Dassault Systèmes (DS), we are announcing our plan to retire the No Magic Legacy Customer Support system and migrate support data to the Dassault Systèmes support environment.
As a result, a few weeks from now, No Magic customers will get support through Dassault Systèmes’ support model, provided by No Magic experts.
Note: currently, support is still provided through the standard No Magic Customer Support System!
What Support Data will be migrated?
Support requesters' contacts and their tickets for the last three years. See migration criteria below.
When Support Data will be migrated?
The final support data migration will happen a few weeks from now. A separate announcement will be made.
Will my Support Data be migrated?
Yes, if you have received an email communication No Magic Customer Support transition – preparation on 26th of March, 2021.
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Data migration criteria:
- Customers entitled to Customer Support - your company owns licenses with the active Software Assurance.
- AND your No Magic profile is mapped to your License Owner Profile.
- AND you have connected with the No Magic Customer Support system and have created tickets in the last three years.
- AND you are registered with your company domain email.
What do I do if I have not received the email, but I think that I am entitled to migration?
Check your Spam/Junk email folder first.
If you did not find the email, create a ticket in our support system at http://knowledgebase.nomagic.com/ (login with your No Magic credentials) and:
- Set the ticket Subject: Support data migration
- Provide the following information:
- email address qualified for support migration (if different)
- License Owner information - Profile ID and / or email.
Will I be able to access No Magic Customer Support system after migration to DS support?
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in a read-only mode for a limited time with the |
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ability to access, view and get export reports of your |
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reported issues. |
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How can I export my tickets list?
Use the provided link to export your tickets list in different formats (excel, word).
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FAQ and Forum
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Before calling or registering an issue, please have a look in our FAQ section. Discuss and share experiences about No Magic products among community members in No Magic Community Forum. It already has thousands of publicly available posts. |
Who is eligible to support services?
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We provide professional support for registered users:
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No Magic Customer Support System. New issue registration
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To create a new issue or browse the existing ones, login to No Magic Customer Support System. Export controlExchange 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:
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Customer Support Levels
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Beginning June 1, 2021, we will stop using support@nomagic.com email address to provide support services. Any No Magic products related requests sent to this email address will be transferred to* and then managed through the 3DSupport App. support@nomagic.com email address will remain available until August 31, 2021 for customer support transition related questions only. *will be transferred only if your company is entitled to Customer Support; i.e., owns licenses with the active Software Assurance (support contract/ALC - annual license contract). |
The 3DEXPERIENCE ID
You will 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.
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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.
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, will be transferred to Dassault Systèmes’ support model as described in the following table.
| Date | No Magic/Dassault Systèmes actions | Available customer action |
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| March 26, 2021 | 1st email communication titled No Magic Customer Support transition – preparation is sent | |
| May | Migration of closed tickets. | |
| Before May 31, 2021 | 2nd email communication titled No Magic Customer Support transition is sent | |
| May 31, 2021 | 2 automated emails are sent about:
| Login to 3DSupport App |
| June 1, 2021 |
| Continue communications on your migrated tickets in 3DSupport App |
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
Frequently asked questions and glossary
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.
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- Self-help: publicly available contents, No Magic Community Forum
- Inquiries about licensing and product updates.
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- Customer with SA
- Customer with valid evaluation key.
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- 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.
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. |
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. |
Other contacts
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