Application Maintenance & Support
3DEXPERIENCE, Aras and Teamcenter Support, Measured by What Stops Breaking
We run L1, L2 and L3 support for your PLM platform against written service levels, and report monthly on what got faster, what stopped recurring and what shipped. Part of every month goes to removing the causes of tickets.
- 3DEXPERIENCE · Aras · Teamcenter
- On-premises or SaaS
- Business hours to 24×7
- ISO 27001 certified
Where Support Starts
Most Teams Call Us After One of Five Things Happens
- Your PLM expert left.The knowledge was in one person’s head. We take over, write it down, and hand you a system anyone can support.See the takeover
- Your provider closes tickets and nothing improves.Service levels are green, users are not. We measure repeats and backlog age, and switch you over without a coverage gap.See the scorecard
- You just went live.Hypercare is ending and the project team is leaving. We become the run team, with the build context intact.Ways to start
- Your team needs depth, not replacing.Your admins handle L1. We cover L2 and L3, releases and root-cause work, and coach as we go.Fill the gaps
- You moved to SaaS.The vendor runs servers and upgrades now. Your configuration, customisations, integrations and release testing are still yours.By platform
The Stance
Tickets Closed Is the Wrong Number
Measure support on tickets closed and you get a team that is very good at closing tickets. The same issue comes back as a new ticket, the backlog ages, releases start colliding, and the business stops trusting the platform. None of that shows up in a response‑time report.
Demand outruns capacity
Every ticket is urgent, and priorities thrash.
Backlog ages
Known fixes aren’t reused. Same issue, new ticket.
Escalations rise
“Someone replied” gets counted as solved.
Release risk rises
Ad-hoc fixes and drifting environments collide.
Business trust erodes
Users work around the platform instead of in it.
How We Run It
Four Kinds of Work, Run Side by Side Every Month
Most support contracts only fund the first one. We plan capacity for all four, because the last two are what make the first one smaller.
- L1 · L2
Run
Restore service fast. A clear owner, a clear escalation path, and evidence captured at intake.
- L3
Change
Ship fixes and enhancements safely, through review and test gates and a planned release rhythm.
- L2
Improve
Stop repeats. Root-cause analysis, known-error records and a runbook for anything seen twice.
- System admin
Prevent
Health checks, environment hygiene and upgrade readiness, so problems are found before users find them.
Reserved capacity, every month
A fixed share of every month goes to Improve and Prevent. It doesn’t get spent on the queue.
Service Levels
Your Hours. Your Targets. Written Into the Contract.
Service levels are set per contract, to match how critical the platform is and where your users work. You choose the coverage window, we agree the targets together, and we report against them every month.
Coverage window
- Business hoursIn your time zone
- Extended hoursAcross Europe, the US and Asia
- 24×7For platforms that can’t wait until morning
Example service levels
Example · set per contract| Priority | What it means | First response | Restore or workaround |
|---|---|---|---|
| P1Critical | Platform down or a core process blocked | 1 hour | 8 hours |
| P2High | Business affected, work continues in a reduced way | 2 hours | 16 hours |
| P3Medium | A few users affected, workaround available | 4 hours | 3 business days |
| P4Low | Minor issue or a question | 8 hours | 5 business days |
- Response
- A named engineer has started work.
- Restore
- Users can work again, by fix or workaround.
- Adherence
- 95% target, reported monthly for both.
Escalation runs on a clock.
- P1 blocked
- 30 minTech lead
- 2 hAMS manager
Every active P1 and P2 changes shifts with a written handoff: state, evidence, what was tried, next action, owner.
Governance
Six Numbers, Every Month
The same scorecard every month, built from ticket, fix and release records rather than status emails. When a number moves the wrong way, the review says why and what we’re changing.
Weekly operations review
Queue health, blockers, escalations, what ships next.
Monthly value review
The scorecard, the top root causes, next month’s releases, and the three improvements we’ll work on next, each with an owner.
SLA Attainment
Holding above target
Time to Restore
Trending down
Backlog Age
Trending down
Repeat & Reopen Rate
Trending down
Release Success
Trending up
Prevention Work Done
Trending up
Platforms
Same Operating Model. Platform-Specific People.
One governance model and one scorecard across all three platforms. That matters if you run two of them, which many manufacturers do after an acquisition.
Aras Innovator
Aras partner since 2010
Our deepest bench. When Aras runs your upgrades, we check your customisations and integrations survive them, and test before your users do.
- On SaaS, the vendor runs
- Hosting, upgrades
- We support
- Methods, workflows, forms, integrations, custom code
3DEXPERIENCE / ENOVIA
Dassault Systèmes C&SI partner
Supporting 3DEXPERIENCE estates for years, through upgrades and cloud moves. Each release is regression-tested against your processes.
- On SaaS, the vendor runs
- Cloud operations, releases
- We support
- Configuration, customisation, integrations, data
Teamcenter
On-premises or Teamcenter X
Including platforms someone else built. On Teamcenter X, Siemens runs operations and updates; the configuration and integrations are still yours.
- On SaaS, the vendor runs
- Operations, updates
- We support
- Configuration, workflows, integrations, custom code
How the Queue Shrinks
Every Resolved Ticket Makes the Next One Less Likely
Intake
On Aras, tickets raised from the PLM record carry the object, user, screenshot and error. Known fixes are suggested first.
Fix
Root cause found, fix built and reviewed.
Test
Regression evidence attached, not asserted.
Release
Packaged and deployed through your environments.
Verify
Confirmed with the user, then closed.
Knowledge article
AI drafts it from the fix and related records. An L2 engineer approves it before it’s published. It lives in your system, and stays there if you ever leave.
One trail from ticket to release: ticket, fix, test evidence, release package and verification are linked records, not a chain of emails.
The tooling the team bringsRabbit Suite for ArasTest Automation Suite
Engagement
Start Where You Are
Three ways to start, and two team sizes. Both sizes include a lead who owns service levels, communication and P1/P2 escalation, and a senior architect who owns design and upgrade safety.
Take over
We run L1, L2 and L3 against agreed service levels. For teams with no reliable in-house capacity.
- L1: SteepGraph
- L2: SteepGraph
- L3: SteepGraph
Fill the gaps
You keep L1 and the helpdesk. We take the high-risk work: L2 and L3, root-cause analysis, releases.
- L1: Your team
- L2: SteepGraph
- L3: SteepGraph
Enable your team
Your admins run support. We bring the tooling, set up the process, and coach through sprints.
- L1: Your team
- L2: Your team
- L3: Your team, coached
- Dedicated team. A named lead and a stable core team who know your system.
- Shared team. A reserved slice of a shared expert pool, with the same service levels and reviews.
Switching
Switch Without a Gap
Your current provider or team stays in charge until we have reviewed the architecture, customisations and open backlog. What we learn is written down, so the knowledge no longer lives in one person.
Plan and access
Scope, tools, environments and the communication model agreed.
In chargeCurrent team
Knowledge transfer
Architecture, customisations, integrations and backlog reviewed and documented.
In chargeCurrent team
Shadow support
We take primary responsibility, with your team alongside.
In chargeBoth
Steady state
Full ownership against the agreed service levels and reviews.
In chargeSteepGraph
From you: one point of contact, access to environments and tools, and whatever documentation exists.
Scope
Some Work Belongs in Support. Some Needs Its Own Plan.
Support covers work with a steady rhythm: incidents, fixes, configuration and minor enhancements. Work with a deadline and formal sign-off runs as a project. Grey‑zone work starts in support until the scope is clear, and a finished project comes back into support.
| Starts in support | Becomes a project | Service |
|---|---|---|
| Upgrade readiness assessed | The version upgrade | Upgrade & Modernization |
| Data issues found and fixed | A scoped data migration | Data Migration |
| Existing integrations kept healthy | A new integration | System Integration |
| Minor enhancements | A new module or rollout | Implementation |
| Release regression checks | An automated testing programme | Quality Assurance |
| Repeat how-to tickets | Training and change work | Organizational Change Management |
Track Record
Platforms We’ve Kept Running for Years
- Aras
Supported since 2010
PLM, MES, quotation and HR in one Aras system for a US electronics manufacturer, with maintenance and support running without a break since 2010.
Read the story - 3DEXPERIENCE
Supported through the changes
A UAE aerospace manufacturer on 3DEXPERIENCE since 2013x: long-term support, and a 2017x to 2021x upgrade with a move to Azure completed in three days.
Read the story - Aras
Stabilise, then scale
Delta Flight Products’ PLM lead on moving to L2/L3 coverage, service levels and a weekly cadence, then adopting tooling one module at a time.
Watch the webinar - Aras
Toolset and support together
An automotive supplier running DFMEA and process planning on Aras, with SteepGraph on architecture and ongoing support.
Read the story
Start the Conversation
Find Out What Your Support Is Costing You. It Takes 45 Minutes.
A no-cost AMS Readiness Review with a senior support lead. You leave with the five biggest improvement opportunities in your current support and a 90-day plan to act on them, whether or not you work with us.
FAQ
Questions Buyers Ask Before They Switch
Yes. Most of our support work starts as a takeover. We review the architecture, customisations and backlog before we take ownership.
The vendor runs infrastructure and updates. Your configuration, customisations, integrations, data and release testing are still yours, and that’s where most tickets come from.
Response means a named engineer has started. Restore means your users can work again, by fix or workaround. We agree targets for both and report them separately.
Whatever the platform needs: business hours in your time zone, extended hours across regions, or 24×7. The window and the targets are set in the contract.
New implementations, major redesigns, new integrations, data migrations and version upgrades run as separate projects. Infrastructure and database administration stay with you or your host.
Runbooks, known errors and knowledge articles are written in your systems and stay there.
Yes. One governance model and one scorecard, with platform specialists on each.
AI drafts knowledge articles and suggests known fixes. An engineer approves every output. We are ISO 27001 certified, and AI tooling works under the same access rules as the team.
AMS is our team running your support. Rabbit User Adoption Studio is Aras tooling that team uses, which you can also license and run yourself.