Support Solutions

Overview
Gold Package
GOLDplus Package
PLATINUM Package
Optional Services

Support services keep your application users productive, improve your Admins efficiency and help IT departments optimize resources. By leveraging the latest product updates, proactive support planning and issue resolutions, you’ll be sure to receive the value you expect from your software and support investments.

Below is a quick comparison of the PTC Support packages. You can view details about each package using the links or tabs above.

Contact your Support sales representative to help you determine which package is right for you.

	Support Packages
Support Services and Features	GOLD Support Package	GOLDplus Support Package	PLATINUM Support Package
Technical Support Desk (Support Engineers)	GOLD Support Desk	GOLDplus Support Desk	PLATINUM Support Desk
Support Desk Availability	24 x 5	24 x 7	24 x 7
Support Desk Response Time	2 hours	2 hours	1 hour
PTC Authored Knowledgebase	24 x 7	24 x 7	24 x 7
Download New Software or Maintenance Releases	24 x 7	24 x 7	24 x 7
Proactive Support Alerts	Yes	Yes	Yes
Planned Weekend Support	Additional fee	2 Included	Yes
Extended Support	Additional fee	Yes	Yes
Onsite Support	Not Available	Not Available	6 days
Technical Support Account Manager (TSAM)	Additional fee	Additional fee	Yes*

For a detailed catalog of Support services, features and benefits, visit the online Customer Guide.

*The TSAM service is included for qualified PLATINUM customers. It is available as an option for all other customers.

Support Terms and Conditions

Download GOLD Support Datasheet

GOLD Support Package

Improve your productivity and reduce costs by proactively accessing continuous software improvements, leading-edge online support tools, and personal assistance from a global team of support engineers. Support services are carefully designed, and regularly enhanced, to help you fully utilize your software and avoid costly interruptions in production.

For larger, more complex system environments, please view the additional services in the GOLDplus and Platinum Support Packages.

With each new release, you can expect the highest quality software from a development process that follows the strictest quality standards in the industry. Reduce or eliminate costly projects to make disparate software compatible.

Software Support Services

SOFTWARE RELEASES

Major Releases
Maintenance Releases
Security Updates
Quality Software Development
Kernel Owned by PTC
Integrated Products

PRODUCT WEBCASTS

Live & Recorded Tech Tips

Technical articles and documentation are formally authored, published and continuously enhanced by Technical Support engineers. You can also access contextually-relevant articles seamlessly within your PTC applications.

eSupport Services

SELF-GUIDED SUPPORT

PTC Authored Knowledge Base
LearningConnector
Personalized Support Home Page

INTELLIGENT CASE MANAGEMENT

Administrator Tools
Case Logger
Case Tracker
SPR Tracker

PROACTIVE SUPPORT ALERTS

PTC Support Advisor
Technical Support Subscription Tool
Automatic Notification of New Releases

SOFTWARE MANAGEMENT

Licenses Management
Business Asset Summary
PTC Software Download
Software Update Advisor

SOCIAL SUPPORT

PTC Support Twitter Feed
Windchill Blog by Stephen Vaillancourt, Expert Support Engineer

Rely on our TSE’s to assist you on the phone or through desktop sharing to help with usage questions, issue diagnosis, and administrative guidance for software updates and migrations.

Assisted Support Services

GOLD SUPPORT DESK

GOLD Certified Support Engineers
Case Lifecycle Management
Sustained Support
ISO-Certified Support Centers
Multi-Language Support
Integrated R&D Support
Single Global Support Database
Remote Desktop Diagnostics
Knowledge-Centered Support (KCS)

Learn about Optional Support Services
Weekend Support, Extended Support, and Technical Support Account Manager (TSAM)

Download GOLD Support Datasheet

Download GOLDplus Support Datasheet

GOLDplus Support Package

When you run 24x7, you can rely on the services of GOLDplus to ensure your systems are up and running efficiently around the clock. With access to a special group of certified support engineers, you can plan and execute weekend updates and migrations with a “safety net” available to you and feel assured, every day, that we are part of your team helping you achieve your goals.

If you are interested in the GOLDplus Support Package, please contact a Support Sales Representative.

For customers with more complex system environments, please view the additional services in the Platinum Support packages.

The GOLDplus Support Package includes all of the services in the GOLD Support Package, plus…

You’ll be confident about your Windchill update plans with access to one additional year of R&D help for qualified versions. This is an optional service for GOLD Support customers but included with GOLDplus Support.