Cloud Priority Case means the total inability for a customer to connect, load or save its data. It is an Online Services interruption other than a Planned Service Interruption or an Emergency Service Interruption.
If you want to submit a request (SR), you should go to our 3DEXPERIENCE platform on cloud support and select Submit a request.
Select "New request" at the top left of the page;
Fill in the boxes: search your App, Check your Navigator and your OS;
Choose your tenant if you have multiple tenants displayed;
Choose your navigator;
Choose your level of emergency, and specify the title of your request and the description.
If you want to be contacted by our team, we encourage you communicate your phone number.
If needed, you can add a file. To help the Online User Excellence Center, you can add some information in the description field of your SR: see FAQ How can I help Customer Success to better analyze my cloud issue?
For Web applications issues on cloud, we generally need the following information from you:
Service URL: 3DDashboard URL
Tenant ID: it's the Rxxxxxxxxxxxx identifier visible in 3DSwY URL
Problem detection date : date on which you have encountred the problem
Scenario: describe the step by step workflow that lead to your issue, since you start 3DEXPERIENCE Platform
Expected Result: describe the result you expect instead
Screen capture OR video of the error: it's better to illustrate your scenario for a quick understanding of your issue
Is the issue reproduced on all several browsers? (IE/Firefox/Chrome) Yes/ No: precise specify your Browser and version
Is it reproduced by all users? Yes/No: provide login and email address of the user impacted
Is it reproduced systematically? Yes/No: since when is it reproduced? (date and hour)
Optional: If the scenario is not reproducible systematically, or reproducible only with specific user/tenant, DS Support may also ask you:
Fiddler traces. The people who face the issue can record it easily. See: QA00000038204 for how to proceed to record Fiddler traces.
Code level: For this, you can provide a screen capture of About 3DEXPERIENCE Platform (go to? Menu in top right of your application, then go to About tab)
Support information file (go to the “?” Menu, then go to Support tab and click Download information file). This will generate a file with information on your browser, OS, resolution, geolocation, tenant ID, platform latency and download rate
The Online User Excellence Center supports you during an outage. At any time, you can check the status of your GEO platform directly on the 3DEXPERIENCE platform live status.
In case of an outage, you will see that your platform status appears in red. To see more details about the platform incident, click on the details button beside the platform status.
If you want to get instant notification for a platform incident, you can choose to subscribe to your Cloud Environment Health RSS Feed. For this, select in the Cloud Health Console your environment between Customers, Academia & Partner Portal and click on the RSS icon to subscribe to its RSS feed and receive instant notification directly within your mailbox or within your RSS feed application.