The DS Customer Support organization provides world-class Customer Support services that contribute to customer success and satisfaction with their PLM project. DS provides a comprehensive set of Customer Support offerings tailored to customer needs and budget:

I control my PLM project success by leveraging Dassault
Systèmes experience, tools and methodologies in project management

By having a Dassault Systèmes dedicated expert team with a deep knowledge of my company’s PLM projects, I optimize my PLM project’s lifecycle

I get access to a weekly dashboard to follow my PLM operations and project status

By securing my PLM operations, I can promote PLM innovation tools and best practices to strengthen my company’s market leadership

Building on the benefits of the SECURE package, the ENTERPRISE package is designed to address the needs of large, global organizations where product development is a missioncritical part of business operations. The ENTERPRISE package provides customers with privileged access to DS expertise through a dedicated DS PLM Customer Support team. These resources guide customers, contributing to their success. The ENTERPRISE package is delivered through an additional support contract.

The ENTERPRISE package includes:

Worldwide Support Center - 24 x 5
This offering features Customer Support, available around the clock five days per week, to address the demands of your international business. Customers have access to support professionals 24 x 5.

Identified and Knowledgeable Account Management
With the ENTERPRISE package, you will be assigned a designated Support Account Manager (SAM) responsible for your DS Customer Support contract.
Your SAM acts as the manager of your designated support team. The SAM monitors the overall activity of your account from a support perspective and takes a proactive approach to customer service.

Direct Link to DS Brand Expertise
With the ENTERPRISE package, you will be assigned a Designated Support Analyst (DSA) who will be your central point of contact to ensure prompt response to your inquiries. The DSA possesses extensive brand expertise and will gain a detailed knowledge of your applications, environment and project plans.

The Designated Support Analyst program features:
• Phone Support - 8 x 5
Your DSA will be available 9 am to 5 pm local time, Monday through Friday, to
address your technical concerns. (Local time is defined as the time zone of the DS office
providing support.)
• Flexibility in Product Focus
Every six months after the beginning of your agreement, you will have the option to shift
your designated DS PLM technical resource to a different brand focus to better address
your rapidly changing business needs.
• Advanced Diagnostics
With remote access to your environment, the DSA can pinpoint and address issues quickly
for a more timely delivery of resolutions.
• Guidance on Brands and Solutions
Your DSA will provide you with invaluable guidance on the latest releases of brands and
solutions that best fit your business environment.

End-to-end Assistance with Your PLM Operations
With the ENTERPRISE package, you will be assigned a Designated Operational Leader (DOL) to ensure end-to-end assistance with your PLM operations:
• Brands and Solutions Implementation
Your DOL provides end-to-end assistance that enables you to implement
new DS brands and solutions and to manage release upgrades.
• Highest Priority Case Handling
Through your DOL, you will be given the highest priority for your production-down issues.

Targeted Response Time
DS is committed to contacting customers within one business hour for production-down issues and to accelerating resolution and correction through the maintenance escalation procedure.

Authorized Access to the Customer Support Web and Worldwide Support Center
With ENTERPRISE, authorized contacts have full access to the Customer Support Web and Worldwide Support Center.

*Subject to applicable contractual Terms & Conditions