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Dassault Systèmes Customer Support
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Introducing 3DSupport App
Technical customer support will be is provided through the Dassault Systèmes’ support tool - 3DSupport App. The 3DSupport App is the new support tool based on 3DEXPERIENCE platform technology.
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Note |
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The current No Magic Customer support system will be left is in a read-only mode for a limited time with the ability to access, view and get export reports of your reported issues. |
Warning |
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Beginning June 1, 2021, we will stop using support@nomagic.com email address is no longer used to provide product support services . Any No Magic products related requests sent to this email address will be transferred to* and then managed through the 3DSupport App.from June 1, 2021. 3DSupport App is the only channel for submitting support enquiries. This 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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- 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, will be have been transferred to Dassault Systèmes’ support model as described in the following table.
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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 3127, 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.
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.
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If you are not able to identify your Security Administrator, or if they have not yet been designated, contact
Dassault Systèmes’ global Call Center
or CATIA.NoMagic.Media@3ds.com
Support policies
See support policies For Licensed Programs
See Lifecycle policy for supported releases (you need a 3DEXPERIENCE ID to access this content)