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Introducing 3DSupport AppTechnical 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:
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.
Other resources you can access with your 3DEXPERIENCE ID:
Accessing the 3DSupport AppThe 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 MigrationThe 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.
TroubleshootingQ: 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.
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 policiesSee 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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- Customer Support Services Policies
- FAQ and Forum
- Who is eligible to support services?
- No Magic Customer Support System. New issue registration
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Customer Support Services Policies
Please find the latest legal terms of our support services below:
No Magic Customer Support Services Policies
FAQ and Forum
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?
We provide professional support for registered users:
- with valid No Magic Software Assurance (SA). SA allows you to benefit from technical support, software upgrades and maintenance releases at no additional cost until the expiration of your Software Assurance.
- during the evaluation period at the pre-sales stage.
- who have inquiries about licensing and product updates.
No Magic Customer Support System. New issue registration
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.
Customer Support Levels
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.
** VIP customer is usually our partner.
End-of-life policy
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
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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