Support

Both technical software support (for problems with creating a model or performing an analysis) and systems support (for installation, licensing, and hardware-related problems) for SIMULIA products are offered through a global network of support offices, as well as through our online support system. Contact information for our regional offices is accessible from SIMULIA > Locations at http://www.3ds.com/simulia. The online support system is accessible by selecting the SUBMIT A REQUEST link at Support - Dassault Systèmes.

Online Support

Dassault Systèmes provides a knowledge base of questions and answers, solutions to questions that we have answered, and guidelines on how to use SIMULIA products. The knowledge base is available by using the Search our Knowledge option at http://www.3ds.com/support.

By using the online support system, you can also submit new requests for support. All support/service requests are tracked. If you contact us by means outside the system to discuss an existing support problem and you know the support request number, please mention it so that we can query the support system to see what the latest action has been.

Hotline technical support

Technical support engineers are available to assist in clarifying SIMULIA product features and checking errors by giving both general information on using SIMULIA products and information on their application to specific analyses. If you have concerns about an analysis, we suggest that you contact us at an early stage, since it is usually easier to solve problems at the beginning of a project rather than trying to correct an analysis at the end.

To access support, you can select the SUBMIT A REQUEST link at Support - Dassault Systèmes to see the online support tool or obtain support office contact information from the SIMULIA LOCATION DIRECTORY at http://www.3ds.com/products-services/simulia/locations to request support by telephone.

Please have the following information ready before calling the technical software support hotline, and include it in any written contacts:

  • Your site identifier.
  • The release of the SIMULIA product that you are using.
  • The type of computer you are using.
  • The symptoms of any problems, including the exact error messages, if any.
  • Workarounds or tests that you have already tried and the results of these tests.
When calling for support about a specific problem, any available files or messages may be helpful in answering questions that the support engineer may ask you.

The support engineer will try to diagnose your problem from the model description and a description of the difficulties you are having. The more detailed information you provide, the easier it will be for the support engineer to understand and solve your problem.

If the support engineer cannot diagnose your problem from this information, you may be asked to supply the input data. The data can be attached to a support request in the online system. It can also be sent by means of email or ftp.

If you are contacting us via telephone to discuss an existing problem, please give the receptionist the support engineer's name. If you are contacting us via email, please include the support engineer's name at the top of any email correspondence. If you are contacting us online (preferred for written communication), update the existing support request for the problem.

Systems Support

Systems support engineers can help you resolve issues related to the installation and running of SIMULIA products, including licensing difficulties, that are not covered by technical software support. Support is available by selecting the SUBMIT A REQUEST link at Support - Dassault Systèmes or from regional support offices. Regional contact information is available from the SIMULIA LOCATION DIRECTORY at http://www.3ds.com/products-services/simulia/locations.