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May 27 2019

Advanced Notice - BIOVIA Community transitions to Dassault Systèmes support website

CISPro

Dear BIOVIA Support Customer,
 
Thank you for being a dedicated BIOVIA customer. We are sending you this important message because our records indicate you have utilized services provided by BIOVIA’s Customer Support organization.
 
As one of our valued customers, we are providing you with advanced notice of changes coming to your interactions with the BIOVIA Support team. Starting April 23, 2019, the current BIOVIA Community will transition to the Dassault Systèmes support website for all BIOVIA products.
Resolution:
Here is a brief Q&A to provide you with a high-level overview to help prepare you for this transition:

  • When will the transition to the Dassault Systèmes support site occur?

Tuesday April 23rd, 2019

  • Where will I go to get support for my BIOVIA solutions?

The BIOVIA Community will no longer be accessible; customers must go to the Dassault Systèmes Support site at https://www.3ds.com/support to create new service requests starting April 23, 2019.

  • What are the key features of the Dassault Systèmes support site?

From the Dassault Systèmes support site, you may:

  1. Manage your customer service requests:
    • Create a new customer service request
    • View and update your open customer service requests
    • Find the phone number for the Dassault Systèmes support center in your region
  2. Explore our Knowledge Base, including your resolved service requests
  3. Review BIOVIA product documentation
  4. Join BIOVIA User Communities
  5. Access the Dassault Systèmes Software website to download BIOVIA products
  • What will happen to my support cases?

BIOVIA support engineers will continue to work with customers to resolve open support requests through the Dassault Systèmes support website after April 23, 2019.  Closed cases created after January 1, 2018 will migrate to the Dassault Systèmes support site Knowledge Base.

  • Will I still be able to use the current BIOVIA support E-Mail address to submit cases?

No, starting April 23, 2019, customers must create new service requests through the Dassault Systèmes support site.  Customers must also update active service requests through the support site.

  • Will there be any requirements to access the support web site?

Several features of the web site are publicly available, however, to log a service request you will need the following:

  1. A valid Dassault 3DS Passport account for your organization with a Support role. Note: BIOVIA customers will have the appropriate Support role assigned on April 23, 2019.  Some features of the Dassault Systèmes support site will not be available until that time.
  2. A current maintenance agreement with Dassault Système
  • How does this affect me now?

There are no changes for now. Please continue to use the current methods to contact BIOVIA Support: 

  • What other information is available to learn about the Dassault Systèmes support site?

Over the next few months, we will send more information about the upcoming transition.  This will include helpful quick reference documentation and instructional videos for using key features of the Dassault Systèmes support site.

 
Please forward this message to anyone in your organization who should also know about this upcoming migration.
 
Thank you,
BIOVIA Customer Support