Support If you have Dassault Systèmes V6 software licensed by Dassault Systèmes:
The ALC you pay to Keonys entitles you to maintenance support for faults identified as DEFECTS, as well as those identified as NON DEFECTS.
- DEFECTS: faults or bugs directly related to PLM solutions licensed by Dassault Systèmes.
Support for these faults can be accessed from the 3DS Support website: http://www.3ds.com/support/. To access this site, you require login identifiers that you can obtain from our Keonys call centre: +33(1) 3 20 41 47 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it This email address is protected from spammer robots; you will have to activate Javascript to see it. - NON DEFECTS: clearly identified requests for help in using the native functions of the software tool in question. To get support for these requests, you will have to ask Keonys directly. Caution: requests for assistance with methodological issues, training or improving your skills, deployment or specially developed functions are not covered in this context.
We suggest, however, that you take out an additional support contract with your sales representative to cover such requests.
If you have Dassault Systèmes V4 or V5 software licensed by Dassault Systèmes:
The ALC you pay to Keonys entitles you to maintenance support for products licensed by Dassault Systèmes, which you can access from the 3DS Support website: http://www.3ds.com/support/. To access this site, you require login identifiers that you can obtain from our Keonys call centre: +33(1) 3 20 41 47 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it This email address is protected from spammer robots; you will have to activate Javascript to see it. This Dassault Systèmes site allows you to:
- download the Service pack and HotFix for your licensed products
- access a knowledge base of the solutions to the most common technical problems and Questions/Answers
- monitor the DEFECTS (bugs/software faults) history that the Keonys call centre has set up for your account.
Under no circumstances may you order media and make requests for support via this site. You must send your requests to the Keonys call centre which will validate them.
You will receive a video briefly explaining how the interface works when you send your login identifiers.
If you have Dassault Systèmes V4 or V5 software licensed by IBM:
The RLC you pay to IBM entitles you to maintenance support for products licensed by IBM, which is accessible from the IBM website: https://www-304.ibm.com/jct03004c/software/applications/plm/support. To access it, you require an identifier called "IBM-id" and a password, in accordance with your IBM contracts ("Register" field on the site). This IBM site allows you to:
- order and download MEDIA (Service Pack, HotFix, Documentation, etc.) for your licensed products
- access a knowledge base containing the solutions to the most common technical problems seek DEFECT support for software faults (bugs).
