In the past couple years, our users have been told many times by tech support (2 different VARs) that the cause of a problem is that the file was made from an old template. Which goes on (implicitly or explicitly) to suggest that files we made in SW 10 or 20 years ago need to be re-made in a new template.

Since when is this acceptable?

How about every time we are told this, Dassault Systems has to reimburse us one year of maintenance (~US\$ 75,000)?

I promise you, if my only recourse is to remake thousands of files "in a new template", it will be in a competitor's software.