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Dassault Systèmes Customer Support


Beginning June 1, 2021, No Magic customers will get support through Dassault Systèmes’ support model, provided by No Magic experts.



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

The current No Magic Customer support system will be left in a read-only mode for a limited time with the ability to access, view and get export reports of your reported issues.


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

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:

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.

                   

DateNo Magic/Dassault Systèmes actions        Available customer action
March 26, 2021

1st email communication titled No Magic Customer Support transition – preparation is sent

3DEXPERIENCE ID creation and validation

May

Migration of closed tickets.


Before May 31, 20212nd email communication titled No Magic Customer Support transition is sent
May 31, 2021

2 automated emails are sent about:

  • support role granted to you,
  • account to access Dassault Systèmes Support Services.

Login to 3DSupport App

June 1, 2021
  • migration of in-progress tickets
  • No Magic legacy Customer System restricted to a read-only mode

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

New customer onboarding

Discover 3DSupport App for customers