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Support Offerings
Support Offerings
 

Support Expertise to Help You Meet Your Strategic Manufacturing Goals

When manufacturing is your business, downtime isn't an option. That's why our customer support organization is there for you. With a high percentage of our employees in technical positions, we can support your organization from almost anywhere in the world.

We believe our success is determined by your success. That's why we over-deliver customer service so your unique requirements, goals and objectives are met on time and within budget. We also continue to modify our methodologies to keep our processes operating at optimum performance.

Customer Support Programs That Ensure Your Success

The DELMIA Apriso Software Product Maintenance & Support options are world-class. Our goal is to deliver the most comprehensive support and training options available in the market today. To date, we support more than 400 customer locations worldwide with a comprehensive network of global support and training centers, highly skilled personnel and a uniquely structured support offering.

A Variety of Support Offerings Help You Meet Your Business Goals

All our customers in good standing have access to full-version upgrades, as well as maintenance releases, patches, and fixes. This level of support provides investment protection for your DELMIA Apriso software from ongoing product upgrades to licensed modules. In addition, you have access to a skilled support organization structured to collaborate with your personnel in the successful use of DELMIA Apriso application software, associated hardware, and relevant third-party software.

Our standard offering includes:

  • Software product updates, enhancements and maintenance
  • Level One services
  • Level Two & Three support services
  • Telephone assistance and support
  • Online and traditional documentation and training

Customized Support to Fit Your Needs

DELMIA Apriso Support Centers can customize an offering to meet your specific needs. Our options include:

  • ADVANTAGE Support - available eight hours a day, five days a week
  • Gold Support - includes all the benefits of Silver Support plus 24 hour availability, five days a week
  • Platinum Support - includes all the benefits of Silver and Gold Support, plus 24 hour availability, seven days a week

For details please see section “6.2 – For DELMIA Apriso and QUINTIQ Licensed Programs” of “Support Policies for Dassault Systèmes Offerings For Licensed Programs” available here.

Telephone Support

Telephone Assistance and Support Services offer phone access to our skilled staff of analysts for problem reporting, determination and resolution. Support is also available via email and Web.

Support Benefits at a Glance:

  • Continual product repairs via service pack releases
  • Cost effective, flexible, and customizable extended support
  • 24x7 access to customer support service center
  • Secure, 24/7/365 access to our customer support Web site for case input and management, knowledge base retrieval and documentation
  • Experienced, knowledgeable, and committed support analysts
  • Ongoing product development for new modules and enhancements (more than 80,000 hours of Research and Development completed annually)

Training

Our education professionals offer comprehensive product training to help you learn how to implement, configure, and maintain your DELMIA Apriso system. Regularly scheduled classes are held at our training facilities, or at your site. We believe training is a key ingredient in helping maximize your ROI. Training information is available here.

Documentation

Documentation is available both online and by CD with every new major software version release.