Relex Technical Support Integration Update

As of March, 2010, PTC's business systems have been extended to incorporate Relex. This page has been created to help guide Relex customers and partners through the entitlements and features of the PTC support system.

Support for Relex products will continue to be provided by the same world-class team, in English, at the service levels provided by Relex.

If you experience any difficulties accessing support services, please contact Customer Care using the PTC Customer Care Call Logger or the toll-free phone at one of the numbers below.

Customer Care Contact Information

Table of Contents

• Getting Started
• Migrated Relex Tools and Content
• PTC Nomenclature and Terminology
• Additional Links

Getting Started

Customer Support Online Account

To access many of the tools on the PTC Technical Support web site, you will need a Customer Support online account.

To create a new Customer Support Online Account, go to the PTC Online Account creation page and fill out the form. After creating the account, make sure to upgrade your new account so that all tools and services are available to you. When upgrading your account, you must provide your new PTC Customer Number and Service Contract Number.These can be found on your Customer Transition Letter.

To see a video showing how to create a PTC online account, please click here.

Creating and Tracking Support Calls with PTC Online *

Once you have an upgraded Customer Support Online Account, you may create a new Call for technical assistance with PTC online at any time using the PTC Call Logger.  To view and update existing calls, use the PTC Call Tracker.  These tools can be accessed anytime from the PTC Support Center under the Tools heading in the left column.

To see a video showing you how to use the Call Logger, please click here.

To see a video showing you how to use the Call Tracker, please click here.

*Customers located outside North America should contact their reseller for Technical Support for Relex products. Reseller contact information was provided to European and Asian customers in their Customer Transition Letter. The information is also available by contacting Global Maintenance Support.

Contacting PTC Technical Support via Phone *

For technical assistance, customers located in North America may use the following information to contact PTC via phone.  Please be sure to have your valid Service Contract Number (SCN) ready.  This can be found on your Customer Transition Letter or by contacting Global Maintenance Support.

Technical Support Contact Information

For more contact information, including additional regions, License Management and Education Services, customers should refer to the Worldwide Contact Information section of the Customer Service Guide. 

*Customers located outside North America should contact their reseller for Technical Support for Relex products. Reseller contact information was provided to European and Asian customers in their Customer Transition Letter. The information is also available by contacting Global Maintenance Support.

Submitting Enhancement Requests

New Enhancement Requests may be filed using PTC's Enhancement Logger tool. Detailed information about PTC's Enhancement Request process is available here.

Software Downloads

All Relex customers may now download product releases and updates using the PTC Software Download Tool.

Relex License Support

For instructions on how to obtain and active licenses for Relex products, click here.

Migrated Relex Tools and Content

Relex Knowledge Base

The content of the Relex knowledge base has been migrated into the PTC Knowledge Base. All Relex technical content can be found by searching the PTC Knowledge Base from the PTC Support Center.

To see a video showing you how to search the Knowledge Base, please click here.

Relex Product Documentation

Relex customers may now download product documentation from the Reference Documents area of the PTC web site.

PTC Nomenclature and Terminology

PTC Technical Support Terminology and Glossary

PTC has an online Glossary that can help with many of the new terms customers will need to know when working with PTC. Below are explanations of a few PTC terms as they relate specifically to Relex customers.

Release

Release is the major version of a PTC Software Product. Releases are versions where significant enhancements have been made to the software product in order to provide value to maintenance paying customers. New Releases are only available to customers with active Maintenance Contracts.

Datecode

The Datecode is a release identifier. For current Relex products, the Datecode refers to the monthly maintenance release identifier such as...

Module

A sub-category for the product referenced in the call. In addition to modules of a specific product, this may also refer to a more specific area of functionality or a designation for a common type of customer issue.

Examples:

Product	Release	Datecode	Module
Relex Team Edition	2009	December 2009 Update	Fault Tree
Relex Team Edition	2007 v2	January_2008_Update	Life Cycle Cost
Relex Corporate Edition	2008	October_2008_Update	Administrator
Relex Enterprise Edition	2008	October_2009_Update	Alerts and Workflow
Relex Enterprise Edition	2009	2009	FMEA

Software Performance Report (SPR)

A Software Performance Report, or SPR, documents an issue that potentially may require software correction or a more detailed technical explanation. One SPR may be referenced by more than one call number and/or customer.

Note: When contacting Technical Support, call numbers should be referenced, not SPR numbers.

Service Contract Number (SCN)

The Service Contract Number, or SCN, is a unique identifier to track your purchased maintenance for a PTC product or group of products -. A valid SCN is required for all Technical Support services, including opening a Call, browsing the Knowledge Base, and downloading software updates.

If you require assistance determining the SCN to use when contacting PTC, contact our Global Maintenance Support team at the Customer Care Contact Information above.

Additional Links

Relex Acquisition Press Release

Customer Transition Letter

View a sample of the Customer Transition Letter that tells users their Customer Number and Service Contract Number.

PTC Customer Service Guide

For complete information about PTC Technical Support, Customer Care, License Management, Maintenance Support, Training and the PTC web site, please see the PTC Customer Service Guide.

Technical Support Tools Videos

View additional videos to help you understand how to use all of the tools available to you on the Technical Support web site.

PTC Maintenance Support Terms and Conditions

View information about PTC.s Maintenance Support Terms and Conditions and policies specific to Relex software.