Dassault Systèmes support services and reinstatement describes the Support Services that Dassault Systèmes (3DS) provides for its Licensed Programs, and the contract rules for renewing, ending and restarting them. In the United States, the Customer License and Online Services Agreement (CLOSA) sets the renewal, termination and reinstatement rules[1]. The Customer Support Services Policies of 5 December 2025 describe what support includes[2]. Licensing schemes and pricing structures are covered in Dassault Systèmes licensing.
Support Services are the “maintenance, enhancement and other support services” for 3DS Offerings. For Licensed Programs they include support request management and the Releases made available during the support term[1]. 3DS provides them only while the customer is current with all applicable charges[2], and may suspend Support Services that have not been paid[1]. Catalog program: Support Services for Licensed Programs.
Support levels
During the Full Support Phase, two levels are available[2]:
| Level | What it allows | Phone support |
|---|---|---|
| SECURE | The base level; the customer may only report Defects | No |
| ADVANTAGE | Available where the product portfolio specifies it for the Licensed Program | Yes, during Opening Hours |
Support covers only supported Releases. 3DS may charge separately for handling a Case that does not relate to Licensed Programs[2]. For SOLIDWORKS Licensed Programs, the ADVANTAGE level comes with Standard Subscription benefits, and customers can add Enterprise Subscription Services (ESS). A PREMIUM offer is available only for the V6 and 3DEXPERIENCE portfolio and requires current ADVANTAGE fees[2].
Who may open a Case
When a customer buys directly from 3DS, it appoints designated authorized contacts in the DS Support Tool, and only those contacts may report a Case. For DraftSight Enterprise and Enterprise Plus, at most ten designated contacts per major geography may contact 3DS. When 3DS delegates first-level support to a Service Provider, such as a Distributor, the customer reports Cases to that provider, except for SIMULIA[2].
Response targets
3DS reviews the urgency proposed by the customer and then aims for these Initial Response Times[2]:
| Urgency | Initial Response Time |
|---|---|
| Urgent | 2 Business Hours |
| High | 4 Business Hours |
| Medium | 8 Business Hours |
| Low | 2 business days |
These are targets for a first response, not for resolution. If a Workaround is provided, the Case is treated as low urgency. Defects of high, medium or low urgency may be fixed in a future Release[2].
Lifecycle phases
Each Release starts in a Full Support Phase that ends on a date 3DS sets and publishes in its Support Lifecycle Policy. After that, the customer may pay to extend support[2]:
- Extended Support Phase. Case handling is limited to urgent Defects found in production and escalated through the CRITSIT process.
- Sustaining Support Phase. The customer can no longer submit Defect Cases.
Catalog rule: Extended and Sustaining Support Phases limit what can be reported.
Platforms and configurations
Support depends on where the Licensed Program runs. Programs on Qualified or Validated Platforms or Certified Configurations are supported. On some Validated or Compatible Platforms and Derived Configurations, support is given only if 3DS can reproduce the Case on a Qualified Platform or Certified Configuration. Programs on Not Listed Configurations and Incompatible or Not Listed Platforms get no support[2]. A Derived Configuration differs from a Certified Configuration only in minor features such as clock speed, cache size or fewer cores; a chipset change, more cores or a major Windows version change does not qualify[2]. If a third-party vendor ends support for a platform or component, 3DS may reclassify it or end support for the affected Releases[2]. Catalog rule: No support on Not Listed Configurations or Incompatible Platforms.
Renewal and pricing
Support Services renew automatically every year unless the customer asks otherwise or terminates them under the agreement. Changes to the support policies take effect for a customer only at its next support renewal[1]. Catalog rule: Support Services renew annually; policy changes apply from the next renewal.
- Common renewal date. The parties may set one renewal date for offerings and Support Services with different dates, and 3DS prorates the fees so they are not charged twice[1].
- Renewal price. For fixed-term Licensed Programs and Support Services, the renewal price is the previous period’s price “plus the last percentage of increase applicable to the Licensed Program in the applicable country, as published at least ninety (90) days prior to the renewal date”[1]. 3DS publishes the country increases on its price page; Distributors are free to set their own renewal price conditions[3]. Catalog rule: ALC and YLC renewal increases follow the published country index table.
- Online payment. Where the customer pays online, renewal fees are debited no earlier than seven days before the renewal date, and a debited renewal cannot be cancelled[1].
Terminating support
The customer may terminate Support Services for a Licensed Program on at least 30 days’ written notice. The termination applies to Support Services “for all licenses of the relevant Licensed Program” held under any agreement with any 3DS Group Company[1]. Catalog rule: Terminating support for a Licensed Program applies to all its licenses.
When support expires or is terminated:
- no refund or credit is due for early cancellation, but accrued fees remain payable[1];
- the customer may use only “the latest Release deployed in production” of that Licensed Program[1] (catalog rule: After support ends, only the latest Release deployed in production may be used);
- 3DS has no further obligation to provide services or Releases, except license keys if necessary[1].
For purchases through a Distributor, the Distributor is responsible for sending the customer’s termination notice to 3DS[1].
Reinstatement
Both documents set the same two conditions for reinstating Support Services on a Licensed Program[1][2]:
- reinstatement covers all licenses of that Licensed Program held under any license agreement with any 3DS Group Company; and
- the customer pays all support fees that would have been due from termination to reinstatement, plus a reinstatement fee.
The Support Policies fix the reinstatement fee for programs under PLC/ALC or TBL/ALC pricing at fifty percent of those back fees, unless the applicable OST says otherwise. Distributors are free to set the amount they charge[2]. Catalog rule: Support reinstatement: all licenses of the program, back fees plus 50%.
| Months without support | Back fees | Reinstatement fee (50%) | Total, as multiple of monthly support fee |
|---|---|---|---|
| 6 | 6 | 3 | 9 |
| 12 | 12 | 6 | 18 |
| 24 | 24 | 12 | 36 |
Commentary: the table applies the 50% rule to a constant monthly support fee. It ignores renewal price increases and any different fee set by an OST or a Distributor.
Premium support evaluation access
Premium Support customers can get “On-Cloud Latest Release Discovery”: online access to the latest 3DEXPERIENCE Release they are eligible for, for evaluation only. It excludes production or commercial use, lasts at most three months per year, is not renewable, and is limited to ten Users under a separate Customer Evaluation License and Online Services Agreement[2].
Out of scope
- Support for Online Services, which the Support Policies refer to a separate policy[2].
- The Support Lifecycle Policy dates for individual Releases.
- Product-specific support offers (DELMIA APRISO Gold and Platinum, DELMIAWORKS Gold, BIOVIA for Education) beyond their mention in the Support Policies.
- Country-specific CLOSA versions other than the US Indirect V13.1.1.