Our Support

Welcome to VIAS3D. We are here to help you succeed with your Dassault Systèmes solutions.

Getting support is as simple as sending us an email at support@vias3d.com

Engineering Support Built for Performance-Critical Teams

Visit the VIAS3D Support Portal
Check out the Knowledgebase
Create a Support Ticket
Installation Documentation
When engineering timelines tighten and validation cycles compress, reactive support isn’t enough. VIAS3D delivers structured technical engagement designed to reduce downtime, accelerate resolution, and strengthen your engineering capability at every stage. From essential troubleshooting to advanced engineering partnership, we align support with your operational complexity.
Submit a Support Request
Schedule a Support Strategy Discussion

Downtime Costs More Than You Think

Engineering slowdowns don’t just delay projects — they impact delivery schedules, validation cycles, customer commitments, and revenue. 

Our support model is built to:
  • Reduce iteration delays
  • Improve first-pass success
  • Stabilize simulation workflows
  • Provide defined technical allocation
  • Give your team direct access to subject matter experts
Support should move engineering forward — not just respond to tickets.
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THREE LEVELS OF TECHNICAL ENGAGEMENT

STANDARD SUPPORT

Everyday Application Support

Included with active renewal.
Ideal for teams needing reliable day-to-day troubleshooting and guidance.
Includes:
  • Application usage (excludes advanced topics and custom applications)
  • Application troubleshooting (focused on identifying and reporting issues)
  • License installation assistance
  • Feature import guidance
  • Best-practice recommendations
  • Enhancement request submission
  • Access to training & knowledge base
Ideal for:
 

Application usage and troubleshooting refers specifically to the software itself. It does not include support for models, processes, workflows, or best-practice usage.

For non-blocking issues and standard operational needs.

Practical. Responsive. Reliable.

PRIORITY CARE

Structured & Elevated Support

For teams requiring defined allocation and enhanced responsiveness.

Includes everything in Standard, plus:

  • 5-hour dedicated support block
  • Standard desktop installation (1 server / 1 client)
  • Structured prioritization
  • Training benefit
    • Commercial: 1 class
    • Academic: Unlimited fundamentals
Ideal for:
  • Teams managing multiple active projects
  • Organizations needing guaranteed support allocation
  • Engineering leaders seeking predictability
Structured. Accessible. Proactive.
Priority Care can only be purchased with new licenses or active software renewal.

PREMIUM SUPPORT

Advanced Engineering Partnership

Designed for engineering teams solving high-impact, technically complex challenges.
Includes everything in Standard + Priority, plus:
  • Advanced project troubleshooting
  • Solver stability & meshing support
  • Custom scripting & automation
  • Workflow development
  • R&D & advanced analysis expertise
  • Direct SME access
  • Mentoring & knowledge transfer
Ideal for:
  • Simulation-heavy environments
  • R&D teams
  • Organizations optimizing performance at scale
  • Teams accelerating product validation

Strategic. Consultative. High-Impact.

Premium Support can be purchased at any time.

Need Extra Help or Customized Support?

Connect with our technical experts today.

Contact VIAS3D Support

HOW OUR SUPPORT ENGAGEMENT WORKS

Step 1

Select Your Engagement Level

Choose the tier aligned with your technical complexity.

Step 2

Submit Through Our Centralized Portal

All support cases are managed through our structured support system.

Step 3

Resolution Based on Impact Level

We classify engagement by severity:
CRITICAL – System Down
HIGH – Major Functional Impact
STANDARD – Non-Blocking Issue

This ensures prioritization aligns with operational risk.

Centralized Support Portal

All support requests are managed through our dedicated system to ensure:
  • Structured ticket tracking
  • Transparent communication
  • Defined support allocation
  • Clear technical ownership
Access Support Portal
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Why Teams Choose VIAS3D

Unlike reactive help desks, VIAS3D integrates support with engineering enablement.
We combine:
  • Software expertise
  • Simulation depth
  • Workflow optimization
  • Strategic guidance
  • Direct SME engagement
Our objective is not just resolution — it’s performance improvement.
Schedule a Support Strategy Discussion
Engineers analyzing aircraft design on computer screens.

Structured. Transparent. Defined.

Support Policies

Our support engagements are governed by clearly documented policies to ensure alignment, accountability, and consistency across all service levels.

Review our official documentation to understand: Support scope and coverage, Severity classification and prioritization, Response framework, Escalation pathways, Academic support structure. Accessing these policies ensures clarity before initiating any support engagement.

A white and blue cover of the vias 3 d support policy.
A flyer with the words " vias 3 d policia de soporte ".
A page of information about the core support package.
Innovation Without Limits. Supported.

Need Extra Help or Customized Support?

Whether you need responsive day-to-day assistance or a strategic engineering partner, VIAS3D delivers support aligned with performance.

(832) 301-0881
info@vias3d.com
Submit a Support Request
Talk to a Support Specialist