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<p><span style='font-size:15.0pt;font-family:Roboto'>Beginning <b><span style='color:red'>June 1, 2021</span></b>, No Magic customers are supported through <strong><span style='font-family:Roboto'>Dassault Systèmes</span></strong>’ support model, provided by No Magic experts.</span></p> |
Submitting a service request in the 3DSupport App
- To submit a defect/issue or product usage related question, select a Technical Service Request.
- To submit a license key request, download, ordering, training, contacts and other Business Administration related question, select a Non-Technical Service Request.
You can read more about the 3DSupport App below or go directly to the Discover 3DSupport App for customers page.
Releases Support Lifecycle dates and policies
Releases Support dates are valid for CATIA Magic and No Magic product portfolios, including all refreshes and hot-fixes.
Related pages
Login with your 3DEXPERIENCE ID to access this content:
New to Dassault Systèmes support system?
Support resources
To access various Dassault Systèmes support site resources and the support tool, login with your 3DEXPERIENCE ID.
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If you do not have a |
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
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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. |
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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.
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3DEXPERIENCE IDor are not sure if you have one, |
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check |
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the 3DEXPERIENCE ID |
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CREATIONpage. |
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You can access the following resources with
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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.
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1st email communication titled No Magic Customer Support transition – preparation is sent
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3DEXPERIENCE ID creation and validation (Working)
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Migration of closed tickets.
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2 automated emails are sent about:
- support role granted to you,
- account to access Dassault Systèmes Support Services.
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Login to 3DSupport App
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- migration of in-progress tickets
- No Magic legacy Customer System restricted to a read-only mode
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Continue communications on your migrated tickets in 3DSupport App
- CATIA MBSE Cyber Systems Community and other User Communities
- Knowledge Base (Search for Bug Reports, User’s Guides, Developer’s Guides, Questions & Answers, Service Requests, Best Practices.)
- Software download page (See Downloading instructions.)
- Support tool - 3DSupport App
- Support Policies & Offers
- Other resources
You can find more information about Dassault Systèmes support resources and processes on the New to Dassault Systèmes Support page.
3DSupport App
This is a new support tool based on the 3DEXPERIENCE platform technology. To access the 3DSupport App, you need to have the appropriate support role. Check Who can access the 3DSupport app?
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Your support role is managed by one contact, identified as the Security Administrator, within your company. |
Troubleshooting
Q: I have not received emails about accessing 3DSupport App or other communication emails.
A: Check if you have a 3DEXPERIENCE ID.
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If you are not able to identify your Security Administrator, or if they have not yet been designated, |
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contact your Dassault Systèmes account representative or Dassault Systèmes global Call Center. |
Related pages
For Partners
You may submit a support request in the 3DSupport App as a partner either as a customer or on a customer's behalf.
Related pages
- Discover 3DSupport App for partners
- 3DSupport App for partners - Video tutorials
- 3DSupport App for partners - FAQ
- Partners Support Homepage
Troubleshooting
Q: I receive
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the 'Access is denied' error message
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when connecting
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to 3DSupport App.
A: You do not have a support role.
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Contact your company's dedicated Security Administrator for Dassault
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Systèmes to get the support role
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.
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It takes up to 24 hours to take |
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effect after the support role has been granted by the Security Administrator. Until then you will get |
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the '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 still receive the 'Access is denied' error message even after the support role has been granted.
A: Try to open the 3DSupport App on a different browser or on a private/incognito window. If this does not help, try clearing the browser cache.
Q: I can
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no longer submit a service request from
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my 3DSupport App for CATIA Magic/No Magic portfolio.
A:
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The annual license charge contract (ACL) has expired for this portfolio for your company/
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site. Contact your
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Dassault Systèmes account representative.
Q:
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I can no longer select a particular release on the 3DSupport App for CATIA Magic/No Magic portfolio.
A: Support has ended for that particular release. Please see Releases Support Lifecycle dates
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If you are not able to identify your Security Administrator, or if they have not yet been designated, please contact
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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
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