FAQ for Customers

The 3DSupport app is dedicated to customers. It allows them to submit, consult, or modify a question or an issue detected on Dassault Systèmes products or apps.

Depending on their role, the user can:

- Submit and search for their requests

- Escalate their requests as CRITSIT (CRITical SITuation)

- Search for their CRITSITs

- Manage their requests and CRITSITs:

• Clarify
• Validate
• Refuse
• Re-open
• Modify
• Add Message
• Add Attachment 

Browsers supported by the 3DSupport App:

The 3DSupport App supports Google Chrome and Mozilla Firefox.

The 3DSupport application does not support Internet Explorer 11 or earlier version.

Note: The 3DSupport app does not manage the Contact Administration or the Download Platform.

Manage Contact Administration in DSx.Client Care & Order.

Download Platform is accessible thru https://www.3ds.com/support/download/

Roles Definition:

The user can have one of the following roles:

• 3ds.com Support

• Support Restricted

• Support Advanced

• Support Administrator

Direct Customer:

(1) The installed base (IB) is the list of product licenses for which a site is supported.

(2) The site family is the head office + children sites within the same country. By default, the head office site shares the installed based with the children sites.

Indirect Customer (*)

Cloud Customer:

Users are automatically declared with the basic 3ds.com Support role to allow them raise and manage SRs on their user Roles only (no access to their Sites Installed Base).

Role impact on My Requests page:

• All roles can view SR they created

• In addition, Support Advanced and Support Administrator roles can view SR submitted by any contact of their Site family

You can access the 3DSupport app two ways:

• Access the 3DSupport app from the dashboard
• Access the 3DSupport app from COMPASS

Accessing the 3DSupport App from the Dashboard

To access the 3DSupport App from the dashboard, click: https://dspart004-eu1-partners-ifwe.3dexperience.3ds.com/#dashboard:0b021cdc-9e58-47c3-8527-3d2314c48683/tab:3DSupport

Accessing the 3DSupport App from COMPASS

• In the 3DEXPERIENCE Platform, click the Compass
• In the 3DEXPERIENCE My Apps, select the 3DSupport App

SRF = Technical SR Family

NTSRF = Non-Technical SR Family

SR = Technical Service Request

NTSR = Non-Technical SR

CRITSIT = CRITical SITuation

BR = Bug Report

KB = Knowledge Base

KA = Knowledge Article

Q&A = Question & Answer

R&D = Research & Development

HF = Hot-Fix

PP = PinPoint

TF = Template Fix

The user can have several profiles that link to several sites.

Example user with two profiles: 

• If the user selects the site A support role-> they can access support apps with the site A profile.
• If user selects the site B support role -> they can access support apps with the site B profile.

The blue color highlights the selected profile:

Then the user can create, manage Service Requests and CRITSITs for the site linked to their profile.

Technical Service Request Family (SRF):

• has an ID SRFnnn (n is a digit)
• is generated after the Customer Service Request submission
• is a container of one or multiple Service Request instances
• the first instance (-01) contains the initial customer request (incident, question…)
• the additional instances are created to follow the corrections needed on additional Levels of the product’s release.
• it's important to note that SRF itself does not possess a distinct status, but rather accumulates the message timeline of all SR instances chronologically. Additionally, all SR instance attachments are organized in the SRF’s Attachment tab within respective instance sections.

Technical Service Request (SR):

If you have a problem or a question, open a service request.

This Service Request is the object in which you are able to follow the status of the answer or solution that Dassault Systèmes provides and shares with your support representative:

• has an ID SRnnnn-xy (n is same digits than SR Family, xy is equal to 01, 02, 03,…)
• contains all relevant information to illustrate the request (incident, question…)
• is specific to one Level of the product’s release
• If the problem is confirmed, the SR instance helps to follow the progress on the correction and the delivery of the concerned Level
• If no problem to solve, the SR instance will contain the answer to the customer
• Partners, Customers and DS Internals have actions to do on the SR instances according to the workflow and the interactions on the request.

Non-Technical Service Request Family (NTSRF):

• has an ID SRFnnn (n is a digit)
• is generated after the Customer Service Request submission

Non-Technical Service Request (NTSR):
Requests raised about Business Administrations topics (ordering, licensing, download, contacts, certification, training, administrative apps usage…)

This Non-Technical Service Request is the object in which you are able to follow the status of the answer or solution that Dassault Systèmes provides and shares with your support representative.
 

Bug Report (BR):

Describes defects for a product or app, lists defect closure type and level. The Bug Report is published to the Dassault Systèmes Knowledge Base.

CRITical SITuation (CRITSIT):

Escalation of a defect request to accelerate the fix delivery through Emergency fixes: Hotfix (specific code delivery), Pinpoint (specific code delivery) or Template Fix (documented methodology).

https://www.3ds.com/support/contact/call-us/

The access to the download platform is this one: https://www.3ds.com/support/software-downloads

You can manage contacts if you are a Support Administrator or Security Administrator of your Site.

Use the Manage contacts access link from the 3DSupport App Home Page. This link will redirect you to DSx.Client Care and Order.

Same Manage contacts link is proposed when the contact is not available in the contact dropdown list. 

Dassault Systèmes provides world-class support services to partners, customers, and direct customers.

Each agreement links to a head office site.

A support agreement provides customer support on a list of products or apps that the customer purchased.

This list is called an installed base (IB).

The site family is the head office plus children sites within the same country. By default, the head office shares the installed base with the children sites.

Agreement Types

(1)  Pre-GA: Allows support on Beta Releases.

(2)  Partner Lifecycle: The partner uses Dassault Systèmes Support Tool to support their customers. In this context, the customers submit their requests to the partner.

(3)  CCD: customer-to-customer delegation: a customer (Master) shares his installed base (IB) for support purpose with other customers (Degelated). No impact on the Download Platform functionalities.

Example of a CCD between Master, Child, Delegated 1, Delegated 2:

(4)  MMA: Master Mission Agreement: a customer shares its installed base for support purpose with a partner

A Partner (MMA contracted head office) can submit a SR on portfolios listed in the MMA and also supported in the installed base of one or several customer sites (MMA customer sites).

. The MMA does not impact children sites of the MMA contracted head office or MMA customer sites.

Requests raised about Dassault Systèmes Software Solutions Usage (Bugs or questions about one software…)

The Technical Service Request ID format is SRXXXXXXXX-01 

Technical Service Request - Status Definition

DRAFT

The submitter started to complete a request and needs to review it before submitting it. Only the creator of the draft request can see it. You cannot track the draft request.

SUPPORT ANALYSIS

A request was created or reopened and submitted to Dassault Systèmes support. Depending on the country of the submitter, the request automatically dispatches to the local Dassault Systèmes Customer Support Center. The local Dassault Systèmes support team is handling the request.

SUPPORT VALIDATION

A request is waiting for Dassault Systèmes support review after a Dassault Systèmes Research and Development correction.

R&D HANDLING

Research and Development must manage the request. (A correction might be required). Dassault Systèmes support requests a Defect Report.

CUSTOMER CLARIFICATION

Dassault Systèmes needs more information or data from the submitter. The requests are visible in the Required action view.

WAIT FOR CORRECTION DELIVERY

SR Closure Level is not yet available.

CUSTOMER VALIDATION

Dassault Systèmes support suggests a solution to the submitter and awaits their validation. The requests are visible in the Required actions view.

CLOSED

The request is closed. You can reopen the request within six months after its last closure.

Note: in MY REQUESTS tab, Closed SR since more than 4 years are not displayed but remain visible in the Knowledge Base.

For direct customer supported by Dassault Systèmes (DS Support):

For indirect customer supported by its partner (Partner Support):

The policy to close requests in Customer Validation or Customer Clarification is as follow.

For any request in Customer Validation status:

• After 7 days: The first automatic email reminder is sent to the submitter and logged as a message to the submitter in the request history. The Dassault Systèmes support agent is copied on the email.

• After 14 days: A second automatic email reminder is sent to the submitter and logged as a message to the submitter in the request history. The Dassault Systèmes support agent is copied on the email.

• After 28 days: The case is automatically closed. An email is sent to the submitter and logged as a message to the submitter in the request history. The Dassault Systèmes support agent is copied on the email.

For any request in Customer Clarification status, depending on the urgency level:

Urgent

• After 7 days: The first automatic email reminder is sent to the submitter and logged as a message to the submitter in the request history. The Dassault Systèmes support agent is copied on the email.

• After 14 days: A second automatic email reminder is sent to the submitter and logged as a message to the submitter in the request history. The Dassault Systèmes support agent is copied on the email.

• After 21 days: The request urgency decreases to High. An email notification is sent to the submitter and logged as a message to the submitter in the requests history.  The Dassault Systèmes support agent is copied on the email.

• After 28 days: The request urgency decreases to Medium. An email notification is sent to the submitter and logged as a message to the submitter in the requests history.  The Dassault Systèmes support agent is copied on the email.

• After 35 days: The urgency decreases to Low.  An email notification is sent to the submitter and logged as a message to the submitter in the request history. The Dassault Systèmes support agent is copied on the email.

• After 42 days: The Customer Clarification request is automatically closed. An email notification is sent to the submitter. The Dassault Systèmes support agent is copied on the email.

High

• After 7 days: The first automatic email reminder is sent to the submitter and logged as a message to the submitter.  The Dassault Systèmes support agent is copied on the email.

• After 14 days: A second automatic email reminder is sent to the submitter and logged as a message to the submitter. The Dassault Systèmes support agent is copied on the email.

• After 28 days: The urgency decreases to Medium. An email notification is sent to the submitter and logged as a message to the submitter. The Dassault Systèmes support agent is copied on the email.

• After 35 days: The urgency decreases to Low.  An email notification is sent to the submitter and logged as a message to the submitter.  The Dassault Systèmes support agent is copied on the email.

• After 42 days: The Customer Clarification request is automatically closed. An email notification is sent to the submitter. The Dassault Systèmes support agent is copied on the email.

Medium

• After 7 days: The first automatic email reminder is sent to the submitter and logged as a message to the submitter. The Dassault Systèmes support agent is copied on the email.

• After 14 days: The second automatic email reminder is sent to the submitter and logged as a message to the submitter. The Dassault Systèmes support agent is copied on the email.

• After 35 days: The urgency decreases to Low and an email notification is sent to the submitter and logged as a message to the submitter. The Dassault Systèmes support agent is copied on the email.

• After 42 days: The Customer Clarification request is automatically closed.”  An email notification is sent to the submitter.  The Dassault Systèmes support agent is copied on the email.

Low 

• After 7 days: The first automatic email reminder is sent to the submitter and logged as a message to the submitter. The Dassault Systèmes support agent is copied on the email.

• After 14 days: second automatic email reminder is sent to the submitter and logged as a message to the submitter. The Dassault Systèmes support agent is copied on the email.

• After 42 days: The Customer Clarification request is automatically closed. An email notification is sent to the submitter. The Dassault Systèmes support agent is copied on the email.

CRITSIT piloted by SR:
For any SR automatically Closed with the closure type "Timed Out", any CRITSIT piloted by SR should also be automatically Closed. Urgency decrease does not apply to CRITSITs.

Definition of the possible closure types of a Service Request:

Closure types for a defect request:

• Bypass: A bypass exists
• Cancelled: Cancel this request
• Documentation update: This defect request needs a documentation correction
• Duplicate: This defect request is a duplicate of another defect
• Planned for future release: This defect request will be corrected in a future release
• Third-party defect: Defect on a non-Dassault Systèmes product (third-party)
• Works as designed: The behavior corresponds to the defined specifications
• Methodology:  Apply a specific methodology
• Unreproducible: The support team cannot reproduce the scenario documented in this service request
• Programming error: The defect request needs a correction
• Enhancement request: The request is a suggestion
• Solved in production: The issue is fixed directly on the customer platform (no code delivered)
• Technical limitation: Software technical limitation

Closure types for a non-defect request:

• Bypass: A bypass exists
• Cancelled: Cancel this request
• Enhancement Request: The request is a suggestion
• Methodology: Apply a specific methodology
• Non-appropriate channel: Not a Dassault Systèmes product
• Planned for future Release: This Defect request will be corrected in a future release
• Refused: Non-defect refused
• Technical limitation: Software technical limitation
• Unreproducible: The support team cannot reproduce the scenario documented in this service request
• Works as designed: The behavior corresponds to the defined specifications

When you create a request, in New Environment, the list of supported products or apps is displayed according to the final site installed base.

The user can search for any product or app in the search bar.

To search for products (all brands except 3DEXPERIENCE): both Product name and Portfolio name are displayed.

Example:

BIOVIA CISPro Base=Product Name, BIOVIA Unified Lab Management=Portfolio Name.

To search for an app (3DEXPERIENCE context): both App name (Role name) and Portfolio name are displayed.

Example:

3D Drive=App Name, IFWE Compass=Role Name, Public Cloud 3DEXPERIENCE Platform=Portfolio Name.

   is on-premise product or app

  is a cloud app

For a web (full Cloud) Apps:

If you have multiple Platforms, you can see your user Platform by clicking on the arrow next to an App:

The ticked (✔) platform is the used one

If you have only one platform, you have different ways to find platform ID:

• Take the first part of Url of the platform: https://r1132100503382-eu1-3dswym.3dexperience.3ds.com/#home
• Look under 3DDrive:

• Click on:
• 
• 

For a native application (or rich client):

Two different ways:

1. Right click on the top bar to display the status bar:

The prompt will appear on the bottom right.

And type: “c: my session information”.

In the displayed windows you find TenantID in the first part of the url.

2. Right click on the Rich App Physical Product and click on Properties:

The following table is displayed with the tenant ID:

The maximum size of an attachment is 2 GB.

Attachments are archived:

• When the linked SR is closed for more than 1 year
• When the Release of the linked SR is not supported since more than 3 years

Once Closed, a Service Request or a CRITSIT can be re-opened until 6 months after its closure.

Service Requests and CRITSITs are not automatically archived.

Note: in MY REQUESTS tab, Closed SR since more than 4 years are not displayed but remain visible in the Knowledge Base.

There are 3 ways to provide your feedback during the Request’s closure phase:

1. By Answering interactively to the Survey proposed after the Request’s Validation.

2. By consulting a Closed Request and clicking on “Provide your Feedback” button.

3. By accessing to the Request through the 3DSupport Notification.

Good to know:

• You can only rate a Request once. (i.e. at first closure or last closure if not already provided at first closure)
• Submitter Contact can rate his request or Final Customer Contact only if DS Partner Support Tool mode activated.

The customers can search by using the key words on the following fields:

• SRF ID
• Request ID
• CritSit ID
• Customer's internal Reference
• Last Closure Type
• Abstract
• Product name
• Description
• Submitter contact name
• Final contact name
• Submitter Site name
• Final Site name
• Submitter site ID
• Final site ID

There are several ways to search for Service Request within 3DSupport App, you can build your query:

• Exact wording by using double quotation marks: e.g. '3Dplay'
• Approximate search by using asterisk: e.g. words starting with enovia*, finishing *enovia or containing *enovia*
• Several words: e.g. Component Designer

Only Service Requests with the following criteria can be escalated as CRITSIT:

• Urgency 1 (= Urgent)
• Defect - except for PREMIUM Customers
• Not Draft
• Not Closed

CRITSIT - Status Definition

SUPPORT ANALYSIS

A CRITSIT is created or reopened and submitted to Dassault Systèmes support.

CRITSIT automatically dispatches to the same local Dassault Systèmes Customer Support Center as the escalated service requests. If unknown, the CRITSIT is sent to the Call Center Manager, depending on the country of the submitter.

SUPPORT VALIDATION

The CRITSIT is waiting for Dassault Systèmes support review after Research and Development correction.

R&D HANDLING

The CRITSIT is being handled by R&D (A correction might be required).

WAIT FOR CORRECTION DELIVERY

The CRITSIT closure level is not yet available.

CUSTOMER CLARIFICATION

Dassault Systèmes support needs more information from the submitter about the CRITSIT.

CUSTOMER VALIDATION

The submitter can confirm or refuse closure.

CLOSED

The CRITSIT is closed. You can reopen it within six months after its last closure.

For any CRITSIT in Customer Validation or Customer Clarification status and NOT piloted by any SR, a closure policy is implemented to close these CRITSITs.

For any CRITSIT in Customer Validation status:

• 3 days after Request Closure: The first automatic email reminder is sent to the submitter and logged as a message to the submitter in CRITSIT history
• 6 days after Request Closure: The second automatic email reminder is sent to the submitter and logged as a message to the submitter in CRITSIT history
• 9 days after Request Closure: The CRITSIT is automatically closed. An email is sent to the submitter and logged as a message to the submitter in CRITSIT history

For any CRITSIT in Customer Clarification status:

• After 2 days: The first automatic email reminder is sent to the submitter and logged as a message to the submitter in CRITSIT history. The Dassault Systèmes support agent is copied on the email
• After 4 days: The second automatic email reminder is sent to the submitter and logged as a message to the submitter.  The Dassault Systèmes support agent is copied on the email
• After 6 days: The CRITSIT is automatically closed. An email notification is sent to the submitter. The Dassault Systèmes support agent is copied on the email

Requests raised about Business Administrations topics (ordering, licensing, download, contacts, certification, training, administrative apps usage…

The Non Technical Service Request ID format is NTSRXXXXXXXX-01 

Non-Technical Service Request - Status Definition
o    DRAFT
     The submitter started to complete a request and needs to review it before submitting it. Only the creator of the draft request can see it. You cannot track the draft request.

o    SUPPORT ANALYSIS
     A request was created or reopened and submitted to Dassault Systèmes support. Depending on the country of the submitter, the request automatically dispatches to the local Dassault Systèmes Customer Support Center. The local Dassault Systèmes support team is handling the request.

o    CUSTOMER Analysis
     Dassault Systemes needs more information from the submitter or suggests a solution to the submitter and awaits their validation
     The requests are visible in the required action view.

o    CLOSED
     The request is closed. You can reopen the request within six months after its last closure.

Note: in MY REQUESTS tab, Closed SR since more than 2 years are not displayed.
 

For direct customer supported by Dassault Systèmes (DS Support):

For indirect customer supported by its partner (Partner Support):

Definition of the possible closure types of a Non-Technical Service Request:

•    Bypass: A bypass exists.
•    Cancelled: Cancel this request.
•    Methodology:  Apply a specific methodology.
•    Enhancement request: The request is a suggestion.
•    Solved in production: The issue is fixed directly on the customer platform (no code delivered).

Once Closed, a Non-Technical Service Request can be re-opened until 6 months after its closure.

Non-Technical Service Requests are not automatically archived.

Note: in MY REQUESTS tab, Closed NTSR since more than 2 years are not displayed

There are 3 ways to provide your feedback during the Request’s closure phase:

1-    By Answering interactively to the Survey proposed after the Request’s Validation.

 

2-    By consulting a Closed Request and clicking on “Provide your Feedback” button.

3-    By accessing to the Request through the 3DSupport Notification.

Good to know:
-    You can only rate a Request once. (i.e. at first closure or last closure if not already provided at first closure)
-    Both Partner (if any) and Final Customer Can Rate the Request.

The customers can search by using the key words on the following fields:
-    NTSRF ID
-    NTSR ID
-    Abstract
-    Customer’s Internal Reference
-    Last Closure Type
-    Submitter contact name
-    Final contact name
-    Submitter Site name
-    Final Site name
-    Submitter site ID
-    Final site ID  

There are several ways to search for Service Request within 3DSupport App, you can build your query:
- Exact wording by using double quotations marks: e.g. ‘3DPlay’
- Approximate search by using asterisk: e.g. words starting with Enovia*, finishing *Enovia or containing *Enovia*
- Several words: e.g. Component Designer