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SOLIDWORKS Enterprise Subscription Services
SOLIDWORKS Enterprise Subscription Services (ESS) builds upon your Standard Subscription to provide a direct relationship with Dassault Systèmes for additional resources and support.
Solving Your Most Demanding Business & Design Challenges
SOLIDWORKS Enterprise Subscription Services (ESS) is best for companies with:
- Design or engineering teams in multiple locations
- Complex business, engineering, and design processes
- Mission-critical projects and designs on tight time-to-market schedules
Services you can take advantage of:
- Live 24/5 technical support, including file upload, remote assistance, and training, with an experienced technical support team
- Quick response and resolutions to major business issues
- Access to an extensive help center to navigate installation, common questions and issues, and licensing
- Data testing for upgrades with peace of mind
- Expert insight on best ways to improve workflow with SOLIDWORKS products
- Easy migration plans for SOLIDWORKS and SOLIDWORKS Product Data Management (PDM)
- Unlimited free online SOLIDWORKS certifications
- Additional support from Dassault Systèmes teams
| Features | Standard Subscription | Enterprise Subscription |
|---|---|---|
| Technical support 8 hours x 5 days | ||
| Technical support 24 hours x 5 days | ||
| Hawk Ridge Systems technical support | ||
| Access to Customer Portal | ||
| Access to Knowledge Base | ||
| Upgrade to new major software version | ||
| Dassault Systèmes Customer Success Manager (CSM) | ||
| Dassault Systèmes Technical Support Coordinator (TSC) | ||
| Dassault Systèmes executive member | ||
| Regularly scheduled detailed customer reports | ||
| Integration of customer dataset to SOLIDWORKS internal tests | ||
| Customer data update testing for upgrade assurance | ||
| Multi-site (international) implementation coordination | ||
| SOLIDWORKS PDM performance baseline and monitoring | ||
| Weekend support of major version upgrades (approved upon request) | ||
| SOLIDWORKS and SOLIDWORKS PDM upgrade planning | ||
| Exclusive SOLIDWORKS Beta access | ||
| Improved response times (see below) |
Standard Response Times
| Features | Critical | High | Medium | Low |
|---|---|---|---|---|
| Initial Response | 4 hours | 8 hours | 24 hours | 48 hours |
| Updates | 3 days | 5 days | On request | On request |
| Relief | Continuous | ASAP | Reasonable effort | Reasonable effort |
Enterprise Response Times
| Features | Critical | High | Medium | Low |
|---|---|---|---|---|
| Initial Response | 1 hour | 4 hours | 12 hours | 24 hours |
| Updates | 1 day | 3 days | 90 days | On request |
| Relief | Continuous | ASAP | Reasonable effort | Reasonable effort |
Frequently Asked Questions
As an ESS customer, you’ll have a designated Dassault Systèmes Customer Success Manager (CSM). Your CSM can give you detailed service reports based on your open issues and performance, help with strategic planning on projects, coordinate ESS resources, and schedule and facilitate calls and onsite visits as needed throughout the year.
Our technical support team at Hawk Ridge Systems can connect you with a Dassault Systèmes technical support coordinator (TSC) for additional technical support.
You also have access to SOLIDWORKS executives to ensure your key strategic objectives align with the Dassault Systèmes vision.
Hawk Ridge Systems support teams will provide extensive assistance to implement or mitigate your software to SOLIDWORKS successfully. The mitigation plan includes:
- Identifying and resolving critical issues before upgrading.
- Monitoring performance throughout the engagement.
- Creating a custom plan to ensure migration is successful with no interruption.
ESS customers can share feedback on products and help the Dassault Systèmes Product Definition team with enhancing or developing product features. This sharing opportunity allows ESS customers to provide more insight into their business and design challenges.
Dassault Systèmes holds an annual future vision-sharing event to announce the future direction of its products and services. ESS customers can learn how this helps their plans and investments.
Product Priorities sessions are product announcements from the SOLIDWORKS R&D team at 3DEXPERIENCE World. The R&D team will present new features from the ESS community discussed during product listening sessions. ESS customers can also share their top three priorities they would like SOLIDWORKS to address during upcoming releases. ESS customers also get two complimentary 3DEXPERIENCE World VIP tickets.