MCAD Maintenance Program

Below is a brief overview of the MCAD Maintenance offerings available:

Silver Maintenance (MCAD Only)

Silver Maintenance is PTC's entry-level service. It covers the needs of organizations during normal business hours, including the following:

• Technical phone support during normal business hours, Monday through Friday
• Response to technical support calls in less than two hours
• 24-hour access to the technical support section of the PTC Web site
• Automatic shipment of the latest releases of your existing software
• Eligibility to order no-charge interim software builds
• Functional upgrades at significant discounts
• Customer communications, including newsletters and maintenance promotions.

Gold Maintenance

The Gold Maintenance is PTC's standard maintenance plan and is recommended for most customers. It offers additional features for companies that need extended comprehensive coverage. It includes all the benefits of MCAD Silver Maintenance and adds the following:

• 24-hour phone support*, Monday through Friday
• Call-backs for technical support calls within one hour
• Second-day air shipment of new software releases within 14 days of their becoming available

Platinum Maintenance

The Platinum Maintenance plan is designed for organizations that need even more personalized levels of support. It includes all the benefits of Gold and Silver Maintenance plus the following:

• 24-hour phone support, 7 days a week*
• Expedited call routing to technical support engineers
• Annual review of license usage, and reconciliation of licensing records
• Second-day air shipment of new releases within seven days of their becoming available
• Up to two on-site visits annually for "critical care" technical support

MCAD Maintenance Overview