3DSupport App FAQ
For Partners
Find below the answers to questions regarding the usage of the 3DSupport application
Start with your 3DSupport App
The 3DSupport app is dedicated to Customers and Partners. 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://software.3ds.com/
Roles Definition
The user can have one of the following roles:
3ds.com Support
Support Restricted
Support Advanced
Support Administrator
Direct Customer
Action or Role | 3ds.com Support | Support Restricted | Support Advanced | Support Administrator |
Create & Manage Request or CRITSIT | For himself on his cloud apps | For himself on his Site IB (1) | For himself on his Site IB (1) | For any contact of his Site family (2) |
Search & View Request or CRITSIT | Submitted by himself | Submitted by himself | Submitted by any contact of his Site family (2) | Submitted by any contact of his Site family (2) |
(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.
Partner
Action or Role | Support Restricted | Support Advanced | Support Administrator |
Create & Manage Request or CRITSIT | for himself + any contact of his Customers | for himself + any contact of his Customers | for any contact of his Site Family + any Contact of his Customers |
Search & View Request or CRITSIT | Submitted by himself or by his Customers | Submitted by any contact of his Site family or by his Customers | Submitted by any contact of his Site family or by his Customers |
Indirect Customer with Partner Lifecycle (*)
Action or Role | 3ds.com Support | Support Restricted | Support Advanced | Support Administrator |
Create & Manage Request or CRITSIT | For the customer on their cloud apps. | For the customer on their site IB (1) | For the customer on their site IB (1) | For any contact of his Site family (2) |
Search & View Request or CRITSIT | Submitted by the customer | Submitted by the customer | Submitted by any contact of the customer site family | Submitted by any contact of the customer site family |
(*) Partner Lifecycle: the partner uses the Dassault Systèmes Support Tool to support their customers. In this context, customers submit their requests to the partner.
Indirect Cloud Customer
Action or Role | 3ds.com Support |
Create & Manage Request or CRITSIT | For the customer on their cloud app |
Search & View Request or CRITSIT | Submitted by the customer |
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://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
Support at DASSAULT SYSTEMES
SR = Service Request
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
1. The user can have several profiles that link to several sites.
Example user with four 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
If the user selects the site C support role-> they can access support apps with the site C profile.
If user selects the site D support role-> they can access support apps with the site D profile.
Blue highlights the selected profile:
Then the user can create, manage Service Requests and CRITSITs for the site linked to their profile.
2. Partners supporting their Customers can manage:
- their SRs with the Customer profile
- their Customers SRs with the Partner profile
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
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).
The right contact is this one: https://www.3ds.com/support/contact/call-us/
The access to the download platform is this one: https://www.3ds.com/support/download/
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
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
Agreement | Audience | Supporting Site |
Master Agreement (MA) or Master Licensing Agreement (MLA) | Direct Customer | Dassault Systèmes |
Pre-GA (1) | Direct Customer | Dassault Systèmes |
Partner Lifecycle (2) | Partner and Customer | Partner |
CCD (3) | Direct Customer | Dassault Systèmes |
MMA (4) | Direct Customer and Partner | Dassault Systèmes |
Distribution Agreement (5) | Partner | Partner |
CAA (6) | Partner | Dassault Systèmes |
SI/SPP/DSP/TP (7) | Partner | Dassault Systèmes |
Outsourcing (8) | Partner | Dassault Systèmes |
(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:
Submitter | Final Customer | Create SR | Search SR |
Master | N/A | Installed base Master+Child | Installed base Master+Master+Delegated 1+Delegated 2 |
Child | N/A | Installed base Child+Master | Installed base Child+Master+Delegated 1+Delegated 2 |
Delegated 1 | Delegated 1 | Installed base Delegated 1 | Installed base Delegated 1 |
Delegated 1 | Delegated 2 | N/A | N/A |
Delegated 1 | Master | Installed base Master | Installed base Master |
Delegated 1 | Child | Installed base Child+Master | Installed base Child+Master |
Delegated 2 | Delegated 2 | Installed base Delegated 2 | Installed base Delegated 2 |
Delegated 2 | Delegated 1 | N/A | N/A |
Delegated 2 | Master | Installed base Master | Installed base Master |
Delegated 2 | Child | Installed base Child+Master | Installed base Child+Master |
(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.
Submitter | Final Customer | Create SR | Search SR |
MMA contracted head office | MMA contracted head office | Installed base contracted head office | Installed base contracted head office |
MMA contracted head office | MMA Customer Site 1 | The MMA includes the Installed base customer site 1 | Installed base customer site 1 is included in the MMA |
MMA contracted head office | MMA customer site 2 | The MMA includes the Installed base customer site 2 | Installed base customer site 2 is included in the MMA |
MMA customer site 1 | MMA customer site 1 | Installed base customer site 1 | Installed base customer site 1 |
MMA customer site 1 | MMA customer site 2 | N/A | N/A |
MMA customer site 1 | MMA contracted HO | N/A | Only SR created on installed base customer site 1 is included in MMA |
MMA customer site 2 | MMA customer site 2 | Installed base customer site 2 | Installed base customer site 2 |
MMA customer site 2 | MMA customer site 1 | N/A | N/A |
MMA customer site 2 | MMA contracted head office | N/A | Only SR created on the installed base customer site 2 is included inthe MMA |
(5) Distribution Agreement: allows a Partner to support his Customers to whom he sold products
(6) CAA: allows a Development Partner to share his Installed Base with other CAA Partner additional Sites
(7) SI/SPP/DSP/TP: Systems Integrator (SI), Service Provider Partner (SPP), Development Services Provider (DSP), Technology Partnership (TP) do not support Customers
(8) Outsourcing: the Partner delegates the support of his Customers to DS
Depending on his active Agreement, the Partner may have several Profiles displayed (except for 3ds.com Support role who can create SRs only on his Cloud Apps)
Using the Partner profile:
- the Partner can create manage the SR/CritSit for his Customers in context of Distribution Agreement with the Partner Lifecycle
Using the Customer profile :
- the Partner can create manage the SR/CriSit for himself (his site+site family) in context of a Direct Customer
- the Partner can create manage the SR/CriSit for himself (his Site+site family) in context of MMA Agreement
- the Partner can create manage the SR/CritSit for his Customer in context of MMA Agreement
- the Partner can create manage the SR/CritSit for himself and for additional sites in context of CAA Agreement
- the Partner can create manage the SR/CritSit on the Customer Site on which he is declared as a contact
- the Partner can create manage the SR/CritSit for himself (his site+site family) in context of Outsourcing
- the Partner can create manage the SR/Critsit for himself (his site + site family) in context of SI/SPP/DSP/TP/OSD
Service Request
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 onthe 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 2 years are not displayed but remain visible in the Knowledge Base.
Service Request – Lifecycle for Partner supporting Customers
Additional Status for Partner
- PARTNER DISPATCH
The Request is on Partner side and waiting for dispatch
- PARTNER ANALYSIS
The Request is on Partner side for analysis
- PARTNER VALIDATION(1)
The Request is on Partner side for validation
(1) Partner Validation + Closure Refusal Partner Analysis
- PARTNER CLARIFICATION(2)
The Request is on Partner side for clarification
(2) Partner Clarification + Clarification Partner Analysis
Partner sees: | Final Customer sees: |
Draft | Draft |
Customer Clarification | Customer Clarification |
Partner Dispatch | Partner Analysis |
Partner Analysis | Partner Analysis |
Partner Clarification | Partner Analysis |
Clarification Partner | Partner Analysis |
Support Analysis | Support Analysis |
R&D Handling | R&D Handling |
Support Validation | Support Validation |
Wait for Corr. Delivery | Wait for Corr. Delivery |
Closure Refusal Partner Analysis | Partner Validation |
Partner Closure Validation | Partner Validation |
Customer Validation | Customer Validation |
Closed | Closed |
Notifications sent to Partners
There are several types of notification sent to partners.
The majority are automatic notifications sent when the SR or CRITSIT are updated during their workflows.
Other notifications come from specific actions while managing the SR or CRITSIT, such as attaching a document or clicking on a button “Send message to Partner”.
The last kind of notifications, normally rare, are automatic notifications while partner has the SR or CRITSIT under control and did not act on time on them; each time it is a reminder.
The rules for workflow’s notification are as follow :
- All notifications to partner on workflow update for action or to inform
- All notification to final customer
Synthesis of partner’s notifications cases for SR created in the 3DSupport App:
Rule to notify when someone attaches a document to a SR or a CRITSIT or when using “Send message to Partner”:
Reminding notifications:
For further information on Reminding notifications, please refer to the FAQs “Service Request - Closure Policies” and “CRITSIT - Closure Policies”.
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.
Note: The urgency decrease does not apply to an Urgent SR with at least one CRITSIT in any status except Draft.
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.
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:
- 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 platform ID 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 platform 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
- Direct Customer uploads an attachment
The attachment is visible by default to Dassault Système support
- Indirect Customer uploads an attachment
The attachment is visible by default to his partnerwho can give it visibility or not to Dassault système support.
- Partner uploads an attachment on the customer service request
Partner can checks/unchecks the desired visibility of the attachment when creating the request
and in details request afterwards.
Notices
- Once the visibility is given and the request sent to Dassault système support, the visibility cannot be removed.
- Partner can give the visibility to Dassault système support even if the request has been sent to them if it has not done before, and it’s feasible for all request status except: R&D Handling, Partner Closure Validation, Customer Validation, Closed
- Partner can give and remove the attachment visibility if the request has never been sent to Dassault Système support.
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 6 months are not displayed but remain visible in the Knowledge Base.
There are 3 ways to provide your feedback during the Request’s closure phase:
- 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 Partner Lifecycle mode activated.
The customers can search by using the key words on the following fields:
- Request ID
- CritSit ID
- 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 single 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
CRITical SITuations (CRITSIT)
Only Service Requests with the following criteria can be escalated as CRITSIT:
- Urgency 1 (= Urgent)
- Defect
- Not Draft
- Not Closed
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.
The Partner can escalate as Critsit his Customers Requests. The Final Customer can also escalate his Critsits.
The Partner can view the Critsits and act on behalf of his Customer.
For any CRITSIT in Customer Validation or Customer Clarification status, 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