PTC Windchill Maintenance Programs

Feature1 Update Services2 Gold Platinum3 Product Line Windchill Windchill Windchill Technical support is available4 Not available 24 hours Monday - Friday 24 hours Seven days a week Response time for Technical Support calls5 Not available Less than 1 hour Immediate access 24-hour Access to existing TAN's, TPI's and Knowledge database section of PTC Web Site Yes Yes Yes Eligibility to order existing software builds at no charge. Yes Yes Yes Eligibility to log new bug fixes and technical support calls No Yes Yes Functional software upgrades at significant discounts Yes Yes Yes Customer communications, including newsletters and maintenance promotions Yes Yes Yes Automatic shipment of new software releases upon availability6 Yes Within 14 days Within 7 days LM tools available on web Not available Yes Yes Annual on-site licensing reconciliation7 Not available Not available Available Remote login support8 Not available Not Available Available On-site "critical care" technical support9 Not available Not available Up to two visits per year

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¹All licenses of the same general product category (i.e., MCAD or Web-based Collaboration Solutions.) Customers must purchase the same level of Maintenance Services.
²Update Services are available for the Windchill product family only and for new seat purchase only.
³Minimum of one hundred seats required for CPC Platinum Service.
⁴During non-business hours, PTC Technical Support will be offered in English only. For purposes hereof, "business hours" are Monday through Friday 8AM-5PM.
⁵Final resolution to any support call depends on the nature of the inquiry and cannot be guaranteed.
⁶Customer must be free from any hardware and/or software interoperability issues as identified by PTC.
⁷PTC reserves the right to perform a remote reconciliation(s) (via telephone or otherwise) if circumstances do no warrant an on-site visit(s).
⁸Remote login support will be at the discretion of PTC Technical Support. The preferred method to resolve a customer's problem will be either telephone or web. If Technical Support cannot solve the issue by such methods then Remote Login Support will be used to solve the customer's problem.
⁹On-site "critical care" technical support visits will be at the discretion of PTC Technical Support. If a customer's problem can be solved via telephone, that will be the method of problem resolution.

• Tiered Maintenance can be purchased through authorized PTC resellers.
• PTC reserves the right to modify or discontinue any Maintenance Service Offering(s) and/or pricing at any time by posting notice at www.ptc.com.