CoCreate Technical Support Integration Update

In November, 2008, PTC's business systems are being extended to incorporate CoCreate customers.  This page has been created to help guide you through the entitlements and features of the PTC support system.  Please visit this page frequently to remain aware as we implement changes to our business systems for CoCreate customers.

Support for CoCreate products will continue to be provided by the same world-class team, at the service levels provided by CoCreate.

If you experience any difficulties accessing support services, please contact Customer Care using the PTC Customer Care Call Logger or the toll-free phone at one of the numbers below.

Customer Care Contact Information

Table of Contents

• Getting Started
• Migrated CoCreate Tools and Content
• PTC Nomenclature and Terminology
• Additional Links

Getting Started

Customer Support Online Account

To access many of the tools on the PTC Technical Support web site, you will need a Customer Support online account.

If you have an existing account on the CoCreate support web site, your account has been transitioned to a PTC Customer Support online account.  Use your email address as the username and your existing password from CoCreate to log in. If you have any issues logging in, please send an email to cs-webaccts@ptc.com with "CoCreate Web Account" as the subject.

To create a new Customer Support Online Account, go to the PTC Online Account creation page and fill out the form.  Make sure to upgrade your new account so that all tools are available to you.  When upgrading your account, you must provide your new PTC Customer Number and Service Contract Number.  These can be found on the Customer Transition Letter.

To see a video showing how to create a PTC online account, please click here.

Creating and Tracking Support Calls with PTC Online

Once you have Customer Support Online Account, you can create a new Call for technical assistance with PTC online at any time using the PTC Call Logger.  To view and update existing calls, use the PTC Call Tracker.  These tools can be accessed anytime from the CoCreate Support Center under the Tools heading in the left column.

To see a video showing you how to use the Call Logger, please click here.

To see a video showing you how to use the Call Tracker, please click here.

Contacting PTC Technical Support via Phone

For technical assistance, use the following information, based on your region, to contact PTC via phone.  Please be sure to have your valid Service Contract Number (SCN) ready.  This can be found on your Customer Transition Letter or by contacting Global Maintenance Support.

Technical Support Contact Information

For more contact information, including additional regions, License Management and Education Services, customers should refer to the Worldwide Contact Information section of the Customer Service Guide. 

When calling Technical Support, customers will navigate a phone tree of all PTC products.  This phone tree will vary based on region.  To find a printable version of the phone tree for your region, use the appropriate link above, or go to the Worldwide Contact Information section of the Customer Service Guide, scroll down to find the correct region and select the corresponding Telephone Map.

Migrated CoCreate Tools and Content

Existing CoCreate Technical Support Calls

Existing CoCreate Technical Support calls from past years have been migrated to PTC systems and have been assigned a new PTC Call Number.  To look up the new PTC Call Number, please use the CoCreate to PTC Call Conversion Tool.  You must provide your PTC Customer Number when prompted in order to use this tool. 

Note that the product names for all migrated calls use the new PTC Product Names. Also, calls logged prior to January 1, 2008 will be phased in over time and will be completed by December 2008.

Software Downloads

CoCreate customers may now download product releases and updates using the PTC software download tool.

Managing Your CoCreate Licenses

To request new passwords or to analyze or exchange your existing passwords, browse to the CoCreate Support Center and select the Licensing tab.  This directs you to the CoCreate web site where these tools will reside until they can be integrated into PTC systems.

Submitting Enhancement Requests (formerly Product Suggestions)

New Enhancement Requests may be filed using PTC's Enhancement Logger tool.  Enhancement requests are routed directly to CoCreate product managers for their consideration.  Existing Product Suggestions filed before the migration to PTC systems will remain on file in CoCreate internal systems.  Detailed information about PTC's Enhancement Request process is available here.

CoCreate Knowledge Gate and Macro Suite

The content of the CoCreate Knowledge Gate and Macro Suite has been migrated into the PTC Knowledge Base as Suggested Technique articles.  All CoCreate technical content can be found by searching the PTC Knowledge Base from the CoCreate Support Center.

To see a video showing you how to search the Knowledge Base, please click here.

CoCreate Software Tutorials and Documents

The CoCreate Software Tutorials and Documents have moved to the CoCreate Tools & Tutorials area on www.ptc.com.

CoCreate Product Documentation

CoCreate customers may now download product documentation from the PTC web site.

Platform Support  (formerly System Requirements)

System Requirements for CoCreate products are now located on the Platform Support page.  They can also be accessed directly, using the links on the CoCreate Support Center.

PTC Nomenclature and Terminology

New Product Names

CoCreate product names have changed.  Technical support calls submitted to PTC must be filed under the PTC product name.  For example, if you would like to file a call about the product "ME10", you would select "CoCreate Drafting" from the Product pull-down in the Call Logger.

*MEls and OS MEls Calls will in the future be filed under the appropriate CoCreate product name, such as CoCreate Drafting, or CoCreate Modeling, accompanied by the module designation Licensing.  Specifying the Licensing module will ensure that your license related Call will be routed to the appropriate support team.

New Product Numbers

To help identify the new PTC product numbers by searching for the corresponding product numbers used at CoCreate, please refer to this CoCreate-PTC Product Numbers sheet. It will also give you more details about the order process at PTC.

PTC Technical Support Terminology and Glossary

PTC has an online Glossary that can help with many of the new terms customers will need to know when working with PTC.  Below are explanations of a few PTC terms as they relate specifically to CoCreate customers.

Release

Release is the major version of a PTC Software Product.  Releases are versions where significant enhancements have been made to the software product in order to provide value to maintenance paying customers.  New Releases are only available to customers with active Maintenance Contracts.

Datecode

The Datecode is a release identifier.  For currently CoCreate products, the Datecode matches the Release number or the Patch Version.

Module

A sub-category for the product referenced in the call.  In addition to modules of a specific product, this may also refer to a more specific area of functionality or a designation for a common type of customer issue.

Examples:

Product	Release	Datecode	Module
CoCreate Modeling	16.00	16.00A	Annotation
CoCreate Drafting	15.50	15.50A	Base Functionality
CoCreate Model Manager / Drawing Manager	15.50	15.50D	Licensing
CoCreate WorkManager / DDM	16.00	16.00	Database
CoCreate Modeling	16.00	16.00	Sheet Metal

Software Performance Report (SPR)

A Software Performance Report, or SPR, documents an issue that potentially may require software correction or a more detailed technical explanation. One SPR may be referenced by more than one call number and/or customer.

Note: When contacting Technical Support, call numbers should be referenced, not SPR numbers.

Service Contract Number (SCN - formerly System Handle)

The Service Contract Number, or SCN, is a unique identifier to track your purchased maintenance for a PTC product or group of products (similar to your CoCreate System Handle).  A valid SCN is required for all Technical Support services, including opening a Call, browsing the Knowledge Base, and downloading software updates.

If you require assistance determining the SCN to use when contacting PTC, contact our Global Maintenance Support team at the Customer Care Contact Information above.

Additional Links

Customer Transition Letter

View a sample of the Customer Transition Letter that tells users their Customer Number and Service Contract Number.

PTC Customer Service Guide and CoCreate Addendum

For complete information about PTC Technical Support, Customer Care, License Management, Maintenance Support, Training and the PTC web site, please see the PTC Customer Service Guide and the CoCreate Addendum to the PTC Customer Service Guide.

PTC Product Calendar

Use the PTC Product Calendar to find information about when new releases of CoCreate products will become available to download and when Technical Support for products will end.

Technical Support Tools Videos

View additional videos to help you understand how to use all of the tools available to you on the Technical Support web site.