Global Maintenance Support

PTC Gold Support Package:
Gold for Everyone.*

NEW for PTC Mathcad Products!
PTC is pleased to announce, as of February 1, 2007, our Gold Support Package, the standard for all PTC Maintenance Support customers, is now the new minimum level of service for all active maintenance support Mathcad Product customers.*

In addition, we have added a new Enterprise Support Package for customers who require the highest level of service to ensure mission critical applications are running productively 24 x 7.

These changes will allow access to more resources for more of our customers so you can Run at Peak Performance and Achieve Product Development Success!

*24 x 5 Telephone Support, Enterprise and Premium Options may not be available from all Maintenance Support Provider Partners

24 x 7 access to our web based technical support tools
Many of PTC's technical support resources and tools are available exclusively to our maintenance support customers on the web. Below is a list of some of the tools that are currently available - because we continue to change and add new support tools, refer to our Technical Support section of www.ptc.com for the latest available tools.

Others web support tools include access to our Knowledge Base, Suggested Tips & Techniques, FAQs, Subscription-based Alerts, Technical Application Notes and Technical Points of Interest. There is a Call Logger to log technical calls on-line and Call Tracker lets you view, search and annotate support call data. SPRs can then be tracked via the web site.

24 x 5 Live Technical Phone Support: Customers have access to PTC's technical support engineers, 24 hours per day during Monday through Friday. Support is available in English only after normal business hours. MCAD customers should expect 2 hour response time and Windchill customers 1 hour response time.

Automatic Shipment of the latest software releases. When new major releases of PTC software are available, it is shipped to our Gold maintenance customers for the products covered with an active maintenance contract.

  Enterprise Support Package
Now companies can choose to access the highest level of support features with PTC's new Enterprise Support Package. In addition to all of the features listed in our Gold Support Package, the Enterprise Support Package is a discounted set of expanded features. Some or all of the following is included for qualified customers*:
  1. 24 x 7 Telephone Support with 1 hour response time
  2. Priority shipment of new version releases
  3. Technical Support Account Manager **
    4. Software Upgrade Installation Management ***
* 24 x 5 Telephone Support, Enterprise and Premium Options may not be available from all Maintenance Support Provider Partners
** Offered to qualified customers only within the package. One per customer.
*** Available to qualified Pro/ENGINEER customers only.

  Premium Support Options
Now that all of our customers receive Gold level support, there are additional services your can purchase:
  1. Dedicated Technical Support Engineer
  2. Technical Support Account Manager
  3. Weekend Support
  4. Software Upgrade Installation Management (Pro/ENGINEER only)*
*Available to qualified Pro/ENGINEER customers only.

On-line access to the Technical Customer Configuration Profile database (CCP) - provides Gold Level Maintenance customers with access to a customized online project database in which they will store and update their specific technical configuration information typically required to help Technical Support troubleshoot their technical issues. Having a consistent map of Infrastructure for PTC Technical Support Engineers and your own internal Administrators and Implementation experts will expedite resolutions to technical issues. The CCP will be hosted on PTC's ProjectLink Server but the customer will control access and authorization for members of their own teams.

Users opening calls directly with an optional Dedicated Technical Support Engineer (DTSE) can specify a CCP or have the DTSE assist the user in selecting the appropriate CCP from the list of CCPs associated with that customer.

  Live and Recorded "Tips and Techniques" Sessions
Customers will have access to live and recorded technical sessions where users can learn about new methodologies and best practices via the web. The current schedule of these events is listed on www.ptc.com.

  Access to our on-line Business Asset Summary Web Tool
This tool puts all your relevant PTC information such as licenses, maintenance and orders in one place. Using multiple views, you can monitor license configurations, orders, support status and can request license changes online avoiding the need for reconciling detailed license reports. You can view order history, business contacts and other customer information in multiple ways - 7 x 24.

Order no-charge interim software builds - PTC's Update Advisor can be used to locate & choose the right software release and datecode for your current software and Software Update Request may be used to request shipment or download the latest available interim release - all at no-charge while you are an active maintenance customer.