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Customer Support Services Policies

Please find the latest legal terms of our support services below:

No Magic Customer Support Services Policies

FAQ and Forum

Before calling or registering an issue, please have a look in our FAQ section.

Discuss and share experiences about No Magic products among community members in No Magic Community Forum. It already has thousands of publicly available posts.

Who is eligible to support services?

We provide professional support for registered users:

  • with valid No Magic Software Assurance (SA). SA allows you to benefit from technical support, software upgrades and maintenance releases at no additional cost until the expiration of your Software Assurance.
  • during the evaluation period at the pre-sales stage.
  • who have inquiries about licensing and product updates.

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No Magic Customer Support System. New issue registration

To create a new issue or browse the existing ones, login to No Magic Customer Support System.

Export control

Exchange of information under this support ticket is subject to all applicable export laws and regulations. You shall not disclose any information requiring an authorization to be exported unless the authorization is required solely for export to countries subject to trade sanctions.

If you are a registered user, and have already connected to No Magic Customer Support System, you can create a support ticket by sending email to This email address is being protected from spambots. You need JavaScript enabled to view it..

To comment an existing support ticket, please reply to the notification email.

Note: It is important that issue ID (e.g. MDUMLCS-37405) exists in the subject line.

The support system provides:

  • Submitted issues status tracking.
  • Ability to submit private and public questions, suggestions, improvements, and problems.
  • Ability to search through the existing public issues, view status of your issues.

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Customer Support Levels

A customer support level determines customer access rights and the response time for support requests. To find out your customer support level, please, visit No Magic Customer Support System.

Support levelApplies forEnsured support includes
Limited Support
  • Self-help: FAQ, Knowledge base, documentation, online demos, No Magic Community Forum
  • Inquiries about registration, licensing and product updates.
Full support
  • Professional online support with trouble ticket status tracking.
  • Inquiries about No Magic software problems and usage.
    Response within 48 hours (24 hours for Urgent and High tickets)* by email. (During No Magic business hours).
  • Reasonable No Magic efforts to provide a usable work-around solution or to correct the issue in an upcoming maintenance release or update.

 

Premium support
  • VIP** customer
  • Response within 24 hours by email. (During No Magic business hours).

 

* Urgency let us know the impact of the problem on business.

  • Urgent: Customer is unable to use the program and have severe/critical impacts on operations, and no workaround exists.
  • High: Customer is able to use the program but operations are severely restricted by the incident. A workaround exists.
  • Medium: Customer can use the program with some restrictions on one or several functions. These restrictions, however, do not have a severe impact on customer’s operations.
  • Low: The Case causes little or no impact to Customer’s operations.

** VIP customer is usually our partner.

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End-of-life policy

The Long-Term Releases are extremely reliable and rock-solid. No Magic provides service packs and technical support) for about three years.

Longer-term technical support (up to five years) for a Long-Term Release is available for an additional charge.

Important! We support and provide service packs only when you own Software Assurance (SA) on your purchased products, so please be sure you are covered.

For more information about release life cycle, see this page.

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Report an Issue from Modeling tool

Starting from 18.0 SP7, 18.5 SP4, and 19.0 SP4 releases reporting from tool is not available, please report issues via No Magic Customer Support System

Check on how to report the issues from earlier versions on our documentation page.

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Other contacts

  • Sales and Marketing: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Academic Program: This email address is being protected from spambots. You need JavaScript enabled to view it. - e-mail address for questions regarding academic or site license discounts and quotes.
  • Training: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Professional Services: This email address is being protected from spambots. You need JavaScript enabled to view it.

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For more information or a quote
please contact
sales@nomagic.com
or call +1-214-291-9100.