PLM Group Support Information and Service Level Agreement

1. Opening hours

Support is available for customers with a valid subscription agreement, during business workdays in the 7 countries shown below:

Our support emails shown above and our user portal is available for messages, services request, forwarding files and other support related communication.

2. What we need from you when you contact us (Customer Info)

Each support request should, as a minimum include:

• Contact information
• Name
• Phone number
• Email
• SOLIDWORKS version (20XX) and service pack (SPX.X)
• You statement of being or not being willing to receive English support via our global support to receive help faster in case of backlog in your country.
• Description of your inquiry
• Step-by-step if this problem er reproducible.
• Screen dumps of dialogs, messages etc. that could help narrow the location of the issue.
• Name off apps in use, if regarding 3DEXPERIENCE.
  
  

3. Service Level Agreement (SLA)

While the Purchaser has a product with a valid subscription, or an Online Service the Purchaser is entitled to Support from the Reseller.

The Reseller deliver support and error tracking to specific defined issues in the Dassault Systèmes Software. 

The Reseller will send issued information (files, correspondence, photos, etc.)  without further notices to Dassault Systèmes Support, unless a signed NDA is claimed in beforehand. 

The Reseller can, with assistance from Dassault Systèmes Support, troubleshoot specific, well-defined defects and deficiencies in:

• Dassault Systèmes Licensed Programs that are provided by the reseller.
• Dassault Systèmes Online services that is provided by the reseller.

The Reseller do have the possibility of presenting solutions to specific customer task, which cannot be solved during general support, based on hourly charged consultancy. Assistance to specific tasks mentioned below is considered consultancy and will not be covered by regular support.

• Installation 
• Upgrades of installations 
• Model design and/or creation 
• Setup of templates 
• Creating and editing macros / api.
• Define or changes of rules, flows and workflow.
• Simulation (setup, calculation, verification etc.) 
• IT and hardware related issues 
• PDM and HostPLM setup and/or modification of a present PDM and/or HostPLM setup 
• 3DEXPERIENCE setup and/or modifications of existing 3DEXPERIENCE environment.
• Upgrading file databases and/or physical files.
• Locate and isolate student files.

For other issues considered not to be covered by general support (eg. due to complexity and/or priority of tickets), the Reseller may present the Purchaser with general guidelines for the use of Dassault Systèmes Licensed Programs or Dassault Systèmes Online services and the standard functionality within.

The customer has the responsibility to make sure that each users have a basic understanding of Dassault Systèmes Licensed Programs or Dassault Systèmes Online services. This could by PLM Group with training or onboarding – PLM Group support isn’t a replacement for proper training.

The Purchaser has the task and responsibility of understanding and implementing these guidelines / instructions in the specific, customer related task. 

The Reseller can also provide access and share knowledge from both the Reseller’s and Dassault Systèmes knowledge base and user community. 

Similarly, The Reseller can recommend training sessions or consultancy to The Purchaser if such a need is identified and not covered by general support.

The Reseller can forward detailed error tracking procedures to the Purchaser for implementation in order to solve the specific issue, prior to any further support.

The Support is applicable for Purchaser’s questions regarding the functionality of the Products. Any added customizations or Services that the Purchaser has bought from the Reseller are not part of the Product and will not be included in the Support.

For Dassault Systèmes Licensed Programs, the Support is applicable for the functionality of the current product version and two versions prior to the date of the Agreement. The Support does not include any future updates unless a subscription is valid. For Online services, the Support is applicable for the functionality of the current product version.

The Purchaser acknowledges that, in giving any opinion or advice, the Reseller relies on the information provided by the Purchaser. Accordingly, the Purchaser undertakes to provide complete and accurate information about anything that is or may be relevant to the Support and to provide such other information as the Reseller may reasonably request.

The Reseller does not warrant that the Support is able to resolve the Purchaser’s problem with the functionality of the Product. Furthermore, the Reseller does not give any warranties regarding the connection time between the Purchaser and the Support.

In the event Support is requested, the Purchaser shall take all necessary action to ensure that its technology is protected. The Purchaser is responsible for creating and maintaining current and complete back-up files, logins, passwords, etc. for any Purchaser data and programs that may be affected by the Reseller’s support.

4. Support

To prioritize all incoming support cases our technical support agents will, based on the information specified by the ticket creator at your company, evaluate the impact of the present issue, according to the following prioritization of the guidelines provided by Dassault Systèmes Customer Licensed Programs:

Critical
Customer is unable to use the Licensed Programs or Dassault Systèmes Online services. Have severe/critical impacts on operations, and no Workaround exists.
Typically, the issue is not isolated to specific files, but rather can be reproduced with multiple customer datasets.

High 
Customer is able to use the Licensed Programs or Dassault Systèmes Online services. Operations are severely restricted by the incident, but a Workaround exists.
Typically, the issue is not isolated to specific files, but rather can be reproduced with multiple customer datasets.

Medium 
Customer can use the Licensed Programs or Dassault Systèmes Online services. With some restrictions on one or several functions. These restrictions, however, do not have a severe impact on Customer’s operations.
A software function is inoperable or not working as designed, work can continue with moderate impact to the business operations.

Low 
The Case causes little or no impact to Customer’s operations.

No loss of functionality, this can be a documentation error, poor error message, etc. This has no business impact on the customer. 

Question 
General questions regarding use and/or administration of supported programs 

In case the issue cannot be solved during the initial support contact, our support technician will ask for the user to gather the data needed, from the customers system, attempting to recreate the issue on in a secure PLM environment.

This data can be collected by

• SOLIDWORKS RX problem capture.
• Files collected with SOLIDWORKS’s Pack and Go.
• Log files from client and/or server computer, guides will be provided case-by-case.
• If other types of data are needed, guides will be provided case-by-case.
• For 3DEXPERIENCE, use the Cloud Eligibility tool

5. PLM websupport

The user can create a support ticket in PLM support system, by logging in at PLM Group Support Center

All request made by phone or email will also be logged in the PLM support system.
The request can only be accessed by the requester, multiple users can be CC: on a request and receive emails with answers or follow-up questions.
Due to GDPR it will not be possible for the customer’s superuser, IT etc. to get access to see request made by other requesters even from same company.

6. PLM email support

All Customers can send an email describing the issue or question, using the email for the specific country in “1. Opening Hours”.

The email will create a case in PLM’s support system.

7. PLM phone support 

All customer calls are registered, for us to following-up on each customer issue.

Answers may be given by email to the customer.

8. Enhancement requests

All Dassault Systèmes Licensed Programs and Online Offerings is often based on customer enhancement requests, and requests are driving the development of the software.

Is vital, that all ideas, suggestions, and questions are reported to Dassault Systèmes. The more information of customers’ enhancement requests, the greater the chance of having the required feature build into a future version of the software.

9. Non-disclosure agreement – NDA

All customer data will – of course – be treated as confidential by PLM Group.
If a formal standard agreement (e.g. an NDA) need to be signed prior to the exchange of vital data it can be done based on a case-by-case evaluation.