Global Support Services
Maintenance Management
Summary of Changes
- In order to satisfy those customers that may have several departments using PTC products but operate on different budget cycles, PTC is offering customers the opportunity to group their Configuration IDs by maintenance entity. This will ensure PTC generates quotes for the appropriate group of products and delivers that quote to the correct department. This will also reduce the necessity to re-quote, possibly resulting in an interruption/delay in support.
- PTC will continue to generate a maintenance quote approximately sixty days prior to the expiration of a service program. At the request of our customers, PTC quotes such that all service programs under a single maintenance entity terminate at the same time.
- Customers who purchase support services through an alternative reseller channel will be directed to that channel for all technical support calls.
Maintenance Entities
A maintenance entity allows customers to logically group Configuration IDs, thus supporting the management of their internal budget cycles and the co-termination of service programs. Quotes created prior to October 20, 1997 reference your maintenance site. New quotes, however, will reference your maintenance entity.
As part of our migration to the new Business Administration System, at least one maintenance entity has been assigned to every customer. Customers who purchase software through a reseller channel will continue to receive their maintenance quote through that reseller.
If you’d like to take advantage of multiple maintenance entities, please contact your maintenance representative.
Software Maintenance Status
A Configuration ID must have a single maintenance status; active or inactive. Your entitlement to PTC support services will be determined based on the maintenance status.
Maintenance Provider Identification
PTC’s new Business Administration System now identifies customers who contact PTC Technical Support for assistance but have purchased support from a reseller. These customers will be directed to their reseller for technical support services. This includes reseller customers who contact PTC Technical Support by telephone, via PTC web site, or through electronic services.
