Design Rule believes that delivering 1st class support is not an option, it is an absolute necessity that customers should demand. With applications becoming more complex, and deadlines becoming shorter, businesses need to know there is no unnecessary delay in resolving their problems. To achieve first class support, it is essential that the support engineer that takes your call is highly experienced in the application and is not “going through the motions” of delivering a support process. We have all experience of other support organizations where it seems their support personnel have only just been on a training course the previous week; seem unable to actually understand the reported issues and respond with irrelevant or, at worst, inaccurate answers; totally unacceptable!

With our experienced team of consultants we believe we deliver the most effective support available anywhere, especially for Enovia where our customers have access to the UK’s most experienced technical resource available. We provide a user friendly support site to log and track your issues, and our application consultants are always happy to take your call directly for an initial sanity check.

PLM-Assist
The PLM-Assist Agreement includes the terms and conditions that govern our mutual responsibilities for the delivery of remote and onsite assistance for the Enovia V6, SmarTeam and or CATIA environment and covers the following defect and non-defect support:

* Problem validation and Defect Support (at no charge for customers on Dassault Systemes EULA)
* Installations & Upgrade.
* Disaster Recovery
* Consultancy and best practice methodologies.
* Training - application and administration
* System planning and development.
* Tailoring and Customisation with scripting.
* API development, inc. integration with external applications / MRP, etc.

As many aspects of support may draw upon 2nd level support from Dassault Systemes companies, our PLM-Assist Agreement incorporates the necessary T&C’s that ensure that the interests of all parties are protected in delivering an effective and timely response.

PLM-Assist is provided by E-Mail, Telephone and Online Web Meetings, as well as onsite support when included in the contract.

To log a support request please click here.