Bug Report (BR)
A BR is a summary of a known issue in a released version of Dassault Systèmes products. A BR provides an explanation of the issue, as well as possible workarounds.
CRITical SITuation (CRITSIT)
CRITSIT stands for CRItical SITuation. The CRITSIT process is an escalation process, part of the official Support processes for Defect Service Requests. It is used to escalate a Service Request to the attention of the Dassault Systèmes management, in order to accelerate the delivery of a resolution. The Licensee must be in the pre-production, production or deployment phase (production perspective) and the defect must have a significant impact on the Licensee’s activity, requiring a faster resolution.
Customer Support Centers
Customer Support Centers are local (Geo) centers responsible for the support of Dassault Systèmes products. Depending on the Support offer you have purchased you can contact them by mail and/or by phone. Customer Support Centers ensure the Front End Support.
Defect (or "Error")
A defect is a discrepancy between the intended and actual behavior of a licensed product, where the intended behavior is the one described in the product’s documentation. An issue is considered a defect when reported in accordance with the applicable support policy and reproducible by Dassault Systèmes.
A HotFix is a compilation of bug fixes delivered for accepted CRITSITs. A CRITSIT is a pre-requisite to deliver a bug correction in a HotFix.
Knowledge Base (KB)
The Dassault Systèmes Knowledge Base is a repository for all Dassault Systèmes published Knowledge Articles such as Service Requests (SR), Bug Reports (BR) and Q&A.
A non-defect is an issue that does not qualify as a Defect, and that was encountered while using product licensed by Dassault Systèmes. This does not include: training on licensed products, support regarding any customized versions of licensed products, development of new licensed products or methodologies, information about future licensed product releases, enhancement requests and the development of in-depth methodologies (i.e. detailed API consulting). Support for the development of customization and/or new applications using the Dassault Systèmes CAA platform tools can be arranged under a separate agreement.
Question and Answer (Q&A)
A Q&A is a technical article dealing with troubleshooting or describing how to best use Dassault Systèmes products.
Research and Development (R&D)
The Dassault Systèmes Research and Development covers all brands in charge of developing new Dassault Systèmes Licensed Products and providing Maintenance Delivery (Defect correction).
Service Request (SR)
An SR is an inquiry that is submitted to Dassault Systèmes for assistance. It is submitted through the DSx.Client platform; it can be a defect or a non-defect (product-related question).
A submitter is a person who opens a Service Request (SR) in DSx.Client. A submitter is either a customer or a front-end support engineer acting on the behalf of a customer.
The Dassault Systèmes Support Team, composed of technical experts, spans several groups within the Dassault Systèmes group. The Dassault Systèmes Support Team is responsible, among other things, for receiving, filtering, and handling all the Service Requests related to Dassault Systèmes licensed products.