Tiered Program FAQ
- I am an active Support customer. Will my existing Support plan change?
- Will the cost of my current Support plan increase?
- I want to continue with my traditional Support plan. Do I have to do anything?
- I want to upgrade to Gold or Platinum. Do I have to wait for my current contract to expire?
- Can I have different Support plans for different PTC software?
- I am a Rand customer. Does tiered Support apply to me?
- The Platinum Support plan offers on-site technical support. How is this different from consulting?
- My business has offices in several countries. Can I get after hours technical support in local languages?
- What phone number do I call for technical support?
- My business has offices worldwide. Can I qualify for volume discounts when I upgrade to Gold or Platinum?
Q. I am an active Support customer. Will my existing Support plan change?
A. Your current Support plan will remain exactly the same -- except in name. We now are calling it "Silver" to reflect our new three-tiered program. The other two plans, which offer extended services, are called "Gold" and "Platinum."
Q. Will the cost of my current Support plan increase?
A. No. The cost of the Silver Support plan -- the new name for out traditional single-option plan -- will stay the same. You need only pay more if you decide to upgrade to Gold or Platinum, plans that offer extended support services.
Q. I want to continue with my traditional Support plan. Do I have to do anything?
A. No. If your current Support plan satisfies your business needs and you wish to continue with it, no action is required.
Q. I want to upgrade to Gold or Platinum. Do I have to wait for my current contract to expire?
A. You don't have to wait to upgrade. Now is the best time, since we are offering special incentives to active Support customers who want to move from Silver to Gold or Platinum. Call your Support representative or click here to learn more.
Q. Can I have different Support plans for different PTC software?
A. Only if your PTC software happens to be in different families. Licenses within the same software family -- Windchill or MCAD -- must be supported by the same Support plan.
Q. I am a Rand customer. Does tiered Support apply to me?
A. Yes. As a Rand customer, you now have three Support plans to choose from -- Silver, Gold or Platinum -- and Rand will provide the support for all three.
Q. The Platinum Support plan offers on-site technical support. How is this different from consulting?
A. On-site technical support is when a technician visits your business to address a specific software problem -- a problem that cannot be resolved over the phone or via a remote login. A consultant visits you on site as well, but his or her job is to advise you on the best product implementation for your business needs.
Q. My business has office in several countries. Can I get after hours technical support in local languages?
A. We offer technical support in 16 local languages, Monday through Friday, during normal business hours. After hours support -- available to customers who subscribe to Gold and Platinum Support -- is available only in English at this time.
Q. What phone number do I call for technical support?
A. As a Silver Support customer, you continue to call the same number you have been calling. If you decide to upgrade to Gold or Platinum -- Support plans that offer extended support -- we will give you a different phone number to call.
Q. My business has offices worldwide. Can I qualify for volume discounts when I upgrade to Gold or Platinum?
A. Yes. You can qualify for volume discounts on Support even though your offices are in different locations. You should contact your Support representative about consolidating PTC software licenses for a single price quote.