Product Lifecycle Management (PLM) product support

Dear IBM customer

According to the developments in the relationship between IBM and Dassault Systèmes, and as you may already know, IBM is no longer selling PLM software products and is no longer selling or renewing PLM support in ALL countries after 31 December 2012.

We therefore kindly ask you to submit your support request to the following new contact points listed below.

New contact points for support requests

Americas

Customer Support Center USA-Canada-Latin America

For supported countries: USA, Canada
Business hours: 9:00 a.m. to 5:00 p.m. US eastern time zone (UTC-5)
Email: AG.NA-Helpdesk@3ds.com

For supported countries: Brazil, Argentina, Chile, Mexico
Business hours: 9:00 a.m. to 5:00 p.m. Argentina time zone (UTC-3)
Email: AG.NA-Helpdesk@3ds.com

Europe, the Middle East and Africa (EMEA)

Customer Support Center EMEA

For supported countries: All EMEA countries
Business hours: 9:00 a.m. to 5:00 p.m. France time zone (UTC+1)
Email: Europe.SupportCenter@3ds.com

Asia Pacific

Customer Support Center China

Supported countries: China PRC, Hong-Kong, Taiwan
Business hours: 9:00 a.m. to 5:00 p.m. China Shanghai time zone (UTC+8)
Email: PLMSupport.GCG@3ds.com

Customer Support Center Korea

Supported countries: Korea
Business hours: 9:00 a.m. to 5:00 p.m. Korea time zone (UTC+9)
Email: PLMSupport.KOREA@3ds.com

Customer Support Center India

Supported countries: Australia, Indonesia, India, Malaysia, New Zealand, Philippines, Singapore, Thailand, Vietnam
Business hours: 9:00 a.m. to 5:00 p.m. India time zone (UTC+3.5)
Email: PLMSupport.INDIA@3ds.com

Customer Support Center Japan

Supported countries: Japan
Business hours: 9:00 a.m. to 5:00 p.m. Japan time zone (UTC+7)
Email: JP.Support.Tech@3ds.com

Support request for IBM PLM customers

Please note that, if you pre-paid for IBM PLM support into 2013, you will continue to receive support until this pre-paid support period has ended.  Once the pre-paid support has ended, your IBM PLM support contract will be terminated.

Here is the process for requesting IBM PLM support.  It should not be used if you have already transitioned your licenses to Dassault Systèmes.  Please cut and paste into an email, the three (3) information requests below, fill out the information and email it to the appropriate Geographic Customer Support Center identified above.  Your support request will be received and acted upon by Dassault Systèmes, who is performing this support on behalf of IBM.

(1) Licensee information

Please identify the IBM Licensee of the products for which support is requested:

  • Company name
  • IBM customer ID number
  • Address
  • City and postal code
  • Country

(2) Requestor information

Please identify the support requestor:

  • Name of person completing this form
  • Phone, Fax of person completing this form
  • Email #1 (*)
  • Email #2 (*)

(3) Description of the service request

  • Reason for license support request

 

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