Beginning June 1, 2021, No Magic customers are supported through Dassault Systèmes’ support model, provided by No Magic experts. 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: Manage and track active service requests 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. 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: 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 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. 1st email communication titled No Magic Customer Support transition – preparation is sent Migration of closed tickets. 2 automated emails are sent about: Login to 3DSupport App Continue communications on your migrated tickets in 3DSupport App 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. 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. It takes up to 24 hours to take an effect after the support role has been granted by the Security Administrator. Until then you will get an '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. 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 See support policies For Licensed Programs See Lifecycle policy for supported releases (you need a 3DEXPERIENCE ID to access this content)Introducing 3DSupport App
The 3DEXPERIENCE ID
Accessing the 3DSupport App
Transition to 3DSupport App for Customers eligible for Data Migration
Date No Magic/Dassault Systèmes actions Available customer action March 26, 2021 May May 27, 2021 2nd email communication titled No Magic Customer Support transition is sent May 31- June 1, 2021 June 1, 2021 Troubleshooting
Q: I have not received emails about accessing 3DSupport App or other communication emails.
Q: I receive an 'Access is denied' error message, when connecting to 3DSupport App.
Q: I can not submit a service request from my 3DSupport App.
Contacts
Support policies
More information about Dassault Systèmes support model