Frequently Asked Questions

• What are the responsibilities of my Maintenance Representative? Do they ship the software and generate the license codes?
  
• What are the responsibilities of License Management?
  
• What is included with a PTC Maintenance contract?
  
• Why should I purchase Maintenance?
  
• Why should Maintenance be purchased immediately with any new PTC software order?
  
• How do I receive new releases once PTC starts shipping them?
  
• How do I receive post-production enhancements between major releases?
  
• How many languages are offered for Technical Support from PTC?
  
• How do I register for my password to the Electronic Support Services on the PTC Web site?
  
• What is included in these Electronic Support Services?
  
• How may customers purchase a Maintenance Contract?
  
• How may customers submit payment in response to a quote?
  
• Rand supports me. Can I expect the same quality of Technical Support?
  

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Q. What are the responsibilities of my Maintenance Representative? Do they ship the software and generate the license codes?
A. The Maintenance Group is responsible for ensuring existing customers receive accurate Maintenance quotes 60 days before their current agreements expire. They also send quotes for new software orders within 15 days after installation. Maintenance Representatives can answer questions about pricing, explain the benefits that PTC customers receive from having active Maintenance, address contract coverage, and solve many customer service issues. They do not provide "technical support" or issue license codes, however. Product Release is the department that actually ships out the software.

Q. What are the responsibilities of License Management?
A. License Management is the group that issues new license codes, reconfigures existing license codes, and updates customer address and contact information. License Management can be reached at the same local phone number for PTC Technical Support (800-477-6435 within North America). Many License Management functions are now also available for customers to process for themselves on the Support page of the PTC Web site.

Q. What is included with a PTC Maintenance contract?
A. See Windchill Program Overview or MCAD Program Overview.

Q. Why should I purchase Maintenance?
A. All PTC customers should be active on Maintenance to get the best possible return on investment in PTC software. PTC products are critical business applications, and getting new product revisions and expert Technical Support services continually saves customers significant time and money. Only Maintenance customers are eligible to purchase upgrade packages. Customers with Maintenance are by far our most successful customers.

Q. How do I receive new releases once PTC starts shipping them?
A. New release CDs are automatically shipped to the Maintenance contact and address on file for that customer as soon as they are available for shipment (in the operating system indicated by that customer). Maintenance shipments are typically complete within 30 days or sooner depending on the level of service your company has purchased.

Q. How do I receive post-production enhancements between major releases?
A. Eligible maintenance customers can order any post-production release of PTC software containing special enhancements. These CDs are released approximately every two weeks. However, customers must call Technical Support (800-477-6435 within North America) and request these releases as desired; they are not automatically shipped.

Q. How many languages are offered for Technical Support from PTC?
A. Sixteen - including English, Swedish, Norwegian, Danish, German, Dutch, Finnish, French, Hebrew, Italian, Spanish, Portuguese, Japanese, Chinese (Mandarin and Cantonese dialects), and Korean.

Q. How do I register for my password to the Electronic Support Services on the PTC Web site?
A. Once active on Maintenance, register online through the Support page on the PTC Web site, and the username and password will be e-mailed to you. You can also call Technical Support (800-477-6435 within North America) and ask for a Customer Service Operator. Customers must be able to provide their serial number, configuration ID, sales order number, or customer number, to generate a password. These services are password protected, exclusively for Maintenance customers. If Maintenance is ever deactivated, the ID and password will no longer work.

Q. What is included in these Electronic Support Services?
A. Technical Support continues to enhance the customer support site regularly. The Knowledge Database provides over thousands of product documents, searchable by product, release, language, and functionality. The Knowledge Base Monitor (KDB Monitor) offers subscriptions to multiple Product and Module combinations - when we detect a match between a TAN or TPI and your predefined criteria, PTC will send you notification via Email with a link to the new or modified Technical Document. Our Frequently Asked Questions provide quick answers to common questions we receive from PTC customers, compiled from our call tracking database. Pro/CALL LOGGER allows customers to log a support call with a PTC engineer online. The Pro/CALL TRACKER offers updated status of phone calls placed to Technical Support. Pro/TAN TRACKER offers risk/benefit analysis for installing software updates by searching through the TAN database. Escalation procedures for resolution to the most urgent issues are listed, and customers can request software updates.

Q. How may customers purchase a Maintenance Contract?
A. If Maintenance is not included on the original software P.O., customers will automatically receive a quote via fax for Maintenance within 15 days of your software purchase.

Contact your Maintenance Representative with any questions:
North America: 877-ASK-4-PTC / 781-370-5408
Europe: 00-800-PTC-4-HELP (00-800-782-4-4357)
Japan: 81-3-3346-8280
Pacific Rim: 852-2802-8982

Maintenance renewal quotes are generated approximately two months prior to the current contract expiring.

Q. How may customers submit payment in response to a quote?
A. Customers should fax a purchase order (not a purchase requisition) to their Maintenance Representative's attention, using the fax number listed on their quote. Customers may also send a check or purchase order to their Maintenance Representative at:

PTC
Attn: Maintenance Department
140 Kendrick Street
Needham, MA 02494