CIDEON Support Services

Fast and competent support for software questions and problems

CIDEON Support Services

With CIDEON Support Services you receive well-founded support for questions regarding the installation and use of your CAD, PDM or PLM software. But they also provide fast and effective relief in the event of software problems. Choose CIDEON as your reliable service partner and benefit from the many years of expertise of our support team.

Fast and Competent Help for Your IT


CIDEON Support Services are specifically tailored to the needs of companies using Autodesk software, PRO.FILE or CIDEON solutions in the SAP PLM environment. They offer fast and competent support for questions regarding installation, application or unforeseen problems. Your IT staff can draw on the in-depth software knowledge of CIDEON Support and do not need to build up their own know-how.

Fault reports or support requests can be made quickly and easily via the CIDEON Service Portal, a ticket system available around the clock. We will then contact you as quickly as possible to find a solution.



CIDEON Support Services can be booked through a service contract and are an ideal supplement to maintenance contracts or subscriptions of the software manufacturers. Find out more about our contract types here or contact us directly for a quote.


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ITIL – Information Technology Infrastructure Library

Our support services are based on the high standards of ITIL, the world's most widely used framework for IT service management.



Benefits of CIDEON Support Services


Support for Your IT

With CIDEON, your IT has a reliable partner at its side and does not need to build up its own specialized knowledge of Autodesk software, PRO.FILE, SAP PLM or the CIDEON solutions.

Short Response Times

Support requests can be made around the clock via the CIDEON Service Portal. Our dedicated support department impresses with short response times.

In-Depth Know-How

The CIDEON support team has in-depth knowledge of Autodesk software, PRO.FILE, SAP PLM as well as CIDEON solutions and undergoes continuous training.


Single Point of Contact

CIDEON Support becomes the central contact for your IT staff. If necessary, we will forward your support request internally to our specialist departments, e.g. consulting.

Quick Help via Remote Support

With CIDEON Support Services software problems are solved quickly and reliably – if necessary also via remote support.

Business Processes Without Interruptions

Our support services help you maintain your systems and consequently keep your business running.



CIDEON Service Portal

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Typical Scenarios


With CIDEON Support Services you receive fast and competent help in these and many other cases.


Application

An employee from your design department is stuck on a project and has a specific question about using Autodesk Inventor. Neither colleagues nor your IT staff have the specialized knowledge to answer this question.

Installation and Rights Assignment

A new employee has started at your company. You are wondering how best to go about installing the Autodesk software she needs and granting her the necessary usage rights.

Technical Fault

After the last update of your PLM system, an error is constantly reported, which severely restricts its use or even makes it impossible. At the same time, your customer is waiting for the contractually agreed services to be fulfilled. Your IT needs help.



Our Contract Models


CIDEON Support Services can currently be booked via six contract variants. In addition to our standard service contracts, service level agreements tailored to your individual needs are also possible. Please do not hesitate to contact us.



Your advantages with all contract options:
  • 24/7 ticket creation and ticket monitoring via the CIDEON Service Portal
  • Always up-to-date information on the status of your tickets
  • Short processing time through our dedicated support department
  • Remote support
  • Support in German and English
  • Problem analysis with real customer data
  • Dispatch of checklists for the preparation of installations and configurations
  • Recommendations for helpful CIDEON trainings or for helpful software adjustments and configurations


CIDEON Support Creation


This contract variant includes support for numerous CAD solutions from Autodesk and CIDEON.
 

Autodesk CAD Software:

 

CIDEON CAD Solutions:

CIDEON Support Data Management


This contract option includes support for Autodesk PDM and PLM software, PRO.FILE and a range of CIDEON solutions, including CIDEON Add-Ons for SAP PLM and SAP ECTR.

Autodesk Software:

 

CIDEON Add-Ons for Autodesk Vault:

 

CIDEON Add-Ons for SAP ECTR:

  • CIDEON CDESK2ECTR Parallel Operation Toolsets
  • CIDEON SAP ECTR Data Enrichtment Toolsets
  • CIDEON SAP ECTR Enhancement Suite
  • CIDEON Part Name Rules Add-On

 

CIDEON Add-Ons for SAP PLM:

  • CIDEON Ahead Manager Solution
  • CIDEON BOM Management Framework
  • CIDEON CAD Release Migrator
  • CIDEON DMS Log
  • CIDEON Document Creation Wizard
  • CIDEON Document Function Manager
  • CIDEON EXPORT PDM
  • CIDEON Import PDM
  • CIDEON Material Master Management Framework
  • CIDEON Mini BOM Modul
  • CIDEON Naming Catalog
  • CIDEON Status Change Assistant
  • CIDEON Title Block Change History
  • CIDEON View Manager Solution

 

CIDEON CAD Scanner

 

CIDEON Conversion Engine:

  • CIDEON Conversion Engine Connector AutoCAD
  • CIDEON Conversion Engine Connector EPLAN
  • CIDEON Conversion Engine Connector Inventor
  • CIDEON Conversion Engine Connector MS Office
  • CIDEON Conversion Engine Connector Solid Edge
  • CIDEON Conversion Engine Connector SOLIDWORKS
  • CIDEON Conversion Engine Framework
  • CIDEON Conversion Engine Konverter TIFF Stempel
  • CIDEON Conversion Engine Quick Start

 

CIDEON Interfaces:

 

PROCAD Software:

CIDEON Support Premium


CIDEON Support Premium covers all software solutions from the CIDEON Support Creation and CIDEON Support Data Management packages.

All three contract models cover questions about the application, installation, licensing, assignment of rights, and much more. The billing of support requests is ticket-based.


CIDEON Support smart PRO.FILE


With our service contract specially tailored to PRO.FILE customers, you receive competent advice and support for:

  • Troubleshooting
  • User interface configuration
  • Analyzing performance
  • Compliance with licensing requirements
  • PRO.FILE configuration for system in use
  • Troubleshooting of service packs
  • Job server errors
  • Creation and management of status transitions
  • Creation and management of properties fields

 

Billing via annual flat rate

CIDEON Vault Integration for EPLAN – Support Base


This contract has been specially tailored for companies in which CIDEON Vault Integration for EPLAN is used. You will receive advice and support with:

  • Any query on CIDEON Vault Integration for EPLAN
  • Troubleshooting
  • Import of service packs, hotfixes
  • Errors in EPLAN Synchronizer
  • Workplace validation (language packages used, uniform article databases, uniform project storage path...)
  • Log file analysis and cleanup in the event of an error

 

Billing via annual flat rate

CIDEON Vault Integration for EPLAN – Support Pro


This contract option includes all services of CIDEON Vault Integration for EPLAN – Support Base. In addition, you will receive support and consulting for:

  • Autodesk Vault Professional job server errors
  • Errors in replicating articles and files

 

Billing via annual flat rate



CIDEON Managed Services

You want even more operational reliability for your CAD, PDM or PLM software and at the same time would like to relieve your IT more? With CIDEON Managed Services, we take over the ongoing monitoring of your software environment and proactively take measures when failures or other problems occur. Your IT staff can devote themselves to their actual core tasks.




Iris Funke, Sales Assistant

Offer Request

Are you interested in CIDEON Support Services? Contact us today! We will be happy to provide you with an offer tailored to your company.


Further Informationen

Request further information quickly and easily by mail.

Callback

Do you have specific questions? We will call you back as soon as possible.

Appointment

We will be happy to contact you when it best suits your schedule.





CIDEON Services


Consulting

CIDEON Consulting means optimized and short project turn-around times while remaining within budget right up to going live.

Process Consulting

With our process consulting you understand the challenges, derive possible potentials and decide together for more success.

Implementation

When executing your project, benefit from our decades of consulting and implementation experience.

Trainings

CIDEON Trainings offer a wide range of practice-oriented trainings in different formats on topics like CAD, PDM, BIM and more.


Software Development

Do your require customized software development? CIDEON provides customized solutions tailored to your processes.

Support

CIDEON Support provides 24/7 support for your CAD, PDM, PLM environment and ensures long-term.



Our Added Values


CIDEON advises and supports companies in optimizing their product development processes - from conception and engineering to manufacturing and service. We stand for:


Decades of Expertise

Rely on decades of practical knowledge in system integration and process consulting. CIDEON understands your business challenges in digital transformation and supports you with unique solutions along the entire value chain.

Customized Engineering

Benefit from customized solutions with CIDEON software and interfaces. Integrative, powerful and perfectly tailored to your individual requirements in day-to-day business.

 

End-to-End Process Consulting

Transform your digital requirements into corporate (added) value. We simplify your processes, map them digitally and make them economically viable - across functions and divisions throughout the entire product development process.  

International Cooperation

Place your trust in a strong group of companies. CIDEON is part of the family-run, globally active Friedhelm Loh Group and is guided by the principles of customer-focused and sustainable corporate management. 




Partners




CIDEON Solution Days 2023

 June 14-15 2023 - Nürburgring, Germany

The CIDEON Solution Days 2023 will once again take place at a very special location: the Nürburgring! Matching the location, an energetic and varied programme awaits you. Engaging speaker keynotes, industry insights and exciting breakout sessions line the racetrack of our Solution Days!

 

Step on the gas with us and discover the most important developments and solutions with which you can further optimise your added value - along the entire product life cycle.

What's behind you doesn't matter - Enzo Ferrari


Contact

Learn more about our products and services.