Dassault Systèmes Support Lifecycle Policy

The Support Lifecycle Policy for Dassault Systèmes Products Releases describes the different support phases that may be applicable to releases of our products. It allows you to know which releases of our different product lines are currently supported. 

Dassault Systèmes Releases' Support Lifecycle Policy is structured around 4 distinct phases:

  • Default support phase proposed for all 3DS Releases Product Lines:
    • FULL support phase - included in the applicable Annual License Charges. Find details on the support service coverage offered during this FULL support phase here
  • Potential additional phases depending on the 3DS Product Line and Release served:
    • LIMITED support phase - included in the applicable Annual License Charges;
    • EXTENDED support phase – with supplemental fees on top of the applicable Annual License Charges;
    • SUSTAINING support phase – with supplemental fees on top of the applicable Annual License Charges.

Dassault Systèmes provides Support Services according to the terms detailed within our Support Policies, subject to Customer being current with the payment of all applicable charges. However, as mentioned in our Support Policies, those Support Services are available exclusively for the supported Releases of our Licensed Programs.

Please note that support phases model and duration may differ from one product line to another, but also from one release to another within the same product line, at Dassault Systèmes sole discretion.
The elected support phase(s) applying to each Licensed Program Release, together with the associated support dates is documented within the Release Life Cycle Dates Document. This provides you visibility on duration of such release support period for all of our served product lines.

Support phases details:

FULL

During the FULL support phase, customers can submit a service request related to this product release to Dassault Systèmes.

Exception: For any Product Line supported with “Secure” support level, customers can only submit a defect request.

 

The Full support phase of a release starts when this release becomes generally available.

LIMITED

During the Limited support phase, customers can only submit Non-Defect service requests related to this product release to Dassault Systèmes.
The Limited support phase is only applicable to some selected releases.

 

If applicable to a product release, the Limited support phase begins at the end of the Full support phase. 

EXTENDED

During the Extended support phase, customers can only submit Non-Defect service requests and production impacting urgent defects meeting the criteria of a CRITSIT.


The Extended support phase is only applicable to selected releases.

If applicable to a product release, the extended support phase begins at the end of the Full support phase. 

SUSTAINING

During the Sustaining support phase, customers can only submit Non-Defect service requests related to this product release to Dassault Systèmes.

The Sustaining support phase is only applicable to selected releases and for certain customer situations at Dassault Systèmes sole discretion.

If applicable, the Sustaining support phase begins after the end of either:

  • The Full support phase,
  • Or the Limited support phase,
  • Or the Extended support phase. 

Commercial prerequisites:

Customer is current with their Annual License Charge on the related Licensed Program. 

Customer is current with their Annual License Charge on the related Licensed Program. 

Customer is current with their Annual License Charge on the related Licensed Program.

The customer agrees to pay for extended support services.

Dassault Systèmes identified the product release level as eligible for extended support for the time period specified by the customer.

Customer can provide Dassault Systèmes with a committed migration plan.

Customer is current with their Annual License Charge on the related Licensed Program.

The customer agrees to pay for extended support services.

Dassault Systèmes identified the product release level as eligible for sustaining support for the time period specified by the customer.

The customer can justify their need to receive sustaining support services and at Dassault Systèmes sole discretion agrees to provide sustaining support services.   

N.B: Consult the Release Lifecycle Dates Document here for details on the support phases applicable to the Product Line of your interest.

Related Topics

Support Policies and Offers