ColdLight Technical Support Integration Update

As of November, PTC Technical Support's business systems have been extended to incorporate ColdLight products. This page has been created to help guide ColdLight customers and partners through the entitlements and features of the PTC support system.

Support for ColdLight products will continue to be provided by the same world-class team, per PTC Maintenance Terms and Conditions.



Contents
1. Getting Started

    1.1. PTC Support Account

    1.2. Creating and Tracking Support Cases with PTC Online

    1.3. Customer Care Contact Information

2. Subscribing to Technical Support Alerts
3. ColdLight FTP Process
4. PTC Nomenclature and Terminology
5. Additional Links

1. Getting Started

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1.1. PTC Support Account

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To access many of the tools on the PTC Customer Portal, you will need a PTC Support Account. For your convenience, we have created PTC Support Accounts for all active ColdLight customers. Log in on the PTC eSupport Portal using your email address as the username. To change your password or review your PTC support account settings go to the Account Management page. Once logged in, you will have full access to PTC's online support tools
If additional support accounts are desired, visit the PTC Online Account creation page. When creating the account, make sure to complete the Customer Information section so that all tools are available to you. In the Customer Information section, you must provide your new PTC Customer Number and Service Contract Number. These can be found in your Customer Transition Letter distributed to you in November.
To see a video showing you how to create a PTC Support Account, please click here.

1.2. Creating and Tracking Support Cases with PTC Online

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Once you have a PTC Support Account, you may create a new support Case online with PTC to request technical assistance: PTC Case Logger. To view and update existing cases, use the PTC Case Tracker. These tools can be accessed 24x7 from the eSupport Portal
Please ensure you log all new cases using the PTC tools listed above.
To see a video showing you how to use the Case Logger, please click here.
To see a video showing you how to use the Case Tracker, please click here.

1.3. Customer Care Contact Information

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If you experience any difficulties accessing support services, please contact Customer Care using the PTC Customer Care Case Logger or one of the toll-free telephone numbers below.
North America 877-275-4782

Note: To get assistance from Technical Support for new or existing cases, you will still need to use the PTC Case Logger tool.

2. Subscribing to Technical Support Alerts

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Use the Technical Support subscription tool to receive email alerts for reference documentation, software updates, and Cases. To set up alerts, go to Subscribe to TS Alerts located on the PTC Support Center. Click on the Help tab for detailed instructions on the use of this tool.

3. ColdLight FTP Process

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With the transition, there is change to the FTP process. Moving forward, please use the PTC Technical Support FTP process to share files with PTC. Please note that any documentation or files that contain sensitive or regulated data should NOT be transmitted via PTC Technical Support FTP process. In the event that such documentation or files are required to troubleshoot the submitted case, the ColdLight Technical Support team will coordinate directly with you on a secure file transfer protocol.

4. PTC Nomenclature and Terminology

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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 Atego customers.
Case
A Case is a single technical issue reported to PTC Technical Support. A Case may be reported to PTC Technical Support either online via the PTC Case Logger
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.
Technical Area
A subcategory for the product referenced in the Case. 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 of Product, Release, Datecode, and Technical Area Designations
Below are examples of Product, Release, Datecode, and Technical Area Designations that could be used when filing support Cases with PTC Technical Support for Atego products.
Product Release Datecode Technical Area
ThingWorx Machine Learning Cloud N/A Data - File Transfer
ThingWorx Machine Learning Cloud N/A Analytics - Models

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 Case, browsing the Knowledge Base, and downloading software updates.
If you require assistance determining the SCN to use when contacting PTC, contact PTC Customer Care using the Customer Care Case Logger or by phone via the Customer Care Contact Information above.

5. Additional Links

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PTC Acquires ColdLight

Frequently Asked Questions - PTC Acquires ColdLight

Customer Transition Letter

PTC Customer Support Guide
For complete information about PTC Technical Support, Customer Care, License Management, Maintenance Support, Training, and the PTC Customer Portal, please see the PTC Customer Support Guide.
PTC Global Maintenance Support Packages

PTC Maintenance Terms and Conditions