Obecné

Profil

Dytron Support System

Efektivní řízení technické podpory

Dytron Support System je webový nástroj pro správu a řízení technické podpory a velmi efektivní systém pro sledování chyb a problémů (bug-tracking).
Klíčové funkce
  • Efektivní sledování chyb a problémů
  • Dokumenty a správa souborů
  • Automatické e-mailové zasílání zpráv o činnostech
Přínos
  • Centralizace podpory
  • Vysoká účinnost v řízení podpory
  • Rychlejší odezva
  • Jednoduchá obsluha
  • Účinné sledování a kontrola činností
Stručný popis
  • Hlavním hnacím článkem celého systému je ÚKOL. Umožňuje velmi přímočaře formulovat zadání, termín a řešitele. Ve fázi řešení pak poskytuje prostor pro záznamy o jeho průběhu a zajišťuje informovanost – při každé změně je všem zúčastněným osobám zasláno e-mailem upozornění.

  • Typy úkolů:
    • Hot-Line - představuje dotaz na funkci systému (znalost)
      Představuje podporu v pracovních dnech od 8 hod do 16:30 hod. - vyjmenovaným osobám zákazníka, řešení dotazů ohledně software CATIA, ENOVIA, 3DVIA v rozsahu do 30 min.
    • Požadavek - představuje návrh na úpravu sytému, objednávku médií
      Každý požadavek bude řešen individuálně a to na základě změnového řízení.
      Požadavek na objednání médií se bude také řešit nově v rámci tohoto systému, a to založením úkolu typu Požadavek. (v současnosti je prováděno po telefonu).
    • Chyba - představuje chybu v systému, modulu nebo funkci
      Priority chyb :
      • Low - Minimální nebo žádný vliv na provoz, existuje způsob jak obejít problém.
      • Medium - Funkce je dostupná s některými funkčními omezeními.
      • High - Provoz je značně omezen problémem, ale řešení existuje.
      • Urgent - Nelze používat produkt. Žádné řešení neexistuje, a problém má zásadní dopad na provoz. (v tomto případě bude zákazník neprodleně telefonicky kontaktován technikem fy Dytron).

3DEXPERIENCE platform - Customers Cloud Status (Europe)

2025-04-14 07:15:00.0 (UTC) - ALL : all services running properly

April 07, 2025 | 21:46 UTC
The issue that was impacting the access to 3DEXPERIENCE platform services has been fixed, and service is now back to normal.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Issue is closed.

3DEXPERIENCE platform SaaS Public Cloud unavailability, April 7th 2025

Start time : April 07, 2025 | 14:02 UTC
End time : April 07, 2025 | 21:30 UTC

April 07, 2025 | 20:54 UTC
Remediation validation of the ongoing issue impacting the access to 3DEXPERIENCE platform services is now completed and our engineering team is currently proceeding with its deployment in production.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 19:43 UTC
Our engineering team is actively working on the recovery procedures to solve the identified cause.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 60 minutes.

April 07, 2025 | 18:48 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 18:15 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 17:38 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 16:57 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 16:31 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 15:57 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 15:29 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 14:42 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 60 minutes.

April 07, 2025 | 14:09 UTC
We are currently experiencing an issue impacting the access to 3DEXPERIENCE platform services.
Our engineering team is actively working to restore the service to normal operation as quickly as possible.

We will provide an update within the next 30 minutes.

Dassault Systemes - https://www.3ds.com/support

2025-04-07 21:46:46.0 (UTC) - ALL : all services running properly

April 07, 2025 | 21:46 UTC
The issue that was impacting the access to 3DEXPERIENCE platform services has been fixed, and service is now back to normal.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Issue is closed.

Start time : April 07, 2025 | 14:02 UTC
End time : April 07, 2025 | 21:09 UTC

April 07, 2025 | 20:54 UTC
Remediation validation of the ongoing issue impacting the access to 3DEXPERIENCE platform services is now completed and our engineering team is currently proceeding with its deployment in production.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 19:43 UTC
Our engineering team is actively working on the recovery procedures to solve the identified cause.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 60 minutes.

April 07, 2025 | 18:48 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 18:15 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 17:38 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 16:57 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 16:31 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 15:57 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 15:29 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 14:42 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 60 minutes.

April 07, 2025 | 14:09 UTC
We are currently experiencing an issue impacting the access to 3DEXPERIENCE platform services.
Our engineering team is actively working to restore the service to normal operation as quickly as possible.

We will provide an update within the next 30 minutes.

Dassault Systemes - https://www.3ds.com/support

2025-04-07 20:54:31.0 (UTC) - ALL : impossible to access the platform

April 07, 2025 | 20:54 UTC
Remediation validation of the ongoing issue impacting the access to 3DEXPERIENCE platform services is now completed and our engineering team is currently proceeding with its deployment in production.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 19:43 UTC
Our engineering team is actively working on the recovery procedures to solve the identified cause.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 60 minutes.

April 07, 2025 | 18:48 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 18:15 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 17:38 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 16:57 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 16:31 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 15:57 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 15:29 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 30 minutes.

April 07, 2025 | 14:42 UTC
Our engineering team has identified the cause of the ongoing issue impacting the access to 3DEXPERIENCE platform services, and we are working on implementing the necessary remediation.

Symptom(s):
Users are not able to access the 3DEXPERIENCE platform Services.

Next update will be published within the next 60 minutes.

April 07, 2025 | 14:09 UTC
We are currently experiencing an issue impacting the access to 3DEXPERIENCE platform services.
Our engineering team is actively working to restore the service to normal operation as quickly as possible.

We will provide an update within the next 30 minutes.

Dassault Systemes - https://www.3ds.com/support

Kontakt: Dominik Frydrych, Support Consultant, Mobile: +420 737 200 581 E-mail: dominik.frydrych@dytron.cz