DCS Technical Support Policy
Definition
•Provide answers to technical questions about software use and modeling questions,
•Receive customer input on software development,
•Provide a method for problem reporting and tracking,
•Provide a software problem history to insure problem resolution consistency (frequently asked questions).
Technical questions
The majority of customer inquiries will be questions regarding the use of DCS software. There are a few methods for obtaining solutions:
•On site through DCS program manager assigned to customers location during installation and training phase of project (possibly through completion of project)
•Through the use of the Community site (Community.3dcs.com) or the Help Desk (helpdesk.3dcs.com)
•Contact DCS via phone or the use of a web-meeting.
A technician will be available to answer questions and if necessary, schedule on site assistance to our customers.
Customer input
Our customer and internal users of DCS are encouraged to contact us with suggestions for improving DCS:
•On site through DCS program manager assigned to customers location during installation and training phase of project (possibly through completion of project)
•Through the DCS Help Desk (helpdesk.3dcs.com).
Problem reporting and tracking
During the installation and training phase of the project (possibly through completion of a project), the DCS Program Manager will be available for problem resolution. In this phase the majority of problems will be system, setup or interface related.
Problems can be reported by:
•New users can create support questions by going to 3dcs.com/technical-support. Fill out the form and a response will be sent via email from support@3dcs.com.
•Using the DCS Help Desk to add issues (helpdesk.3dcs.com)
The DCS technician will add the customer's response to the DCS Help Desk when receiving a customer request.
The levels of severity are:
•Immediate action required.
•Response within customer designated time frame.
•Incorporate into next software update.
Technical Support Escalation Flow Chart
Customer Commitment
DCS is committed to providing our customers with products and services that are required to effectively perform their business processes. All software suggestions are greatly appreciated and encouraged. Suggestions and/or issues are recorded, prioritized and implemented based on the value added to all our customers.
Software Flexibility
DCS knows that some of its customers have specialized needs to support their processes. DCS has provided, at no additional cost, an extended API (Application Programming Interface) to allow for customization for specific measurement calculations, assembly methods or tolerancing capabilities. While formal instruction in using this API is strongly recommended, it is not required for a programmer that is familiar with creating DLLs (Dynamic Link Libraries).
Software Development Services
Additionally, DCS provides custom software development services. We can support anything from the creation of a simple tolerance routine, to integrating the effects of FEA or Kinematics into 3DCS.
DCS provides two levels of custom development.
•The first level allows the customer to have sole proprietary rights to the developed functionality. The software enhancements would be in a custom version of the product specifically for that customer.
•The second level includes joint development of the requirements and functionality with DCS providing cost sharing. In this case the developed technology would be implemented in commercially available DCS products.