Axeda Technical Support Integration Update


As of 31-AUG-2015, PTC Technical Support's business systems have been extended to incorporate Axeda products. This page has been created to help guide Axeda customers and partners through the entitlements and features of the PTC support system. Support for Axeda 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. Downloading Product Software
3. Subscribing to Technical Support Alerts
4. Axeda FTP Process
5. PTC Nomenclature and Terminology
6. 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 migrated Axeda support accounts to PTC Support Accounts for all active Axeda 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 your account was not migrated you may create a new PTC Support Account here: PTC Online Account creation page. When creating the account, make sure to complete 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 emailed to you on 31-AUG-2015
To see a video showing 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 requesting technical assistance with PTC online at any time using the 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 access your cases, please click here.

1.3. Customer Care Contact Information

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If you experience any difficulties accessing the online support tools, please contact Customer Care using PTC Customer Care Case Loggeror call the toll-free telephone number listed below.
North America 877-275-4782
Europe 00-800-78-24-43-57
India +86 21 61060421
Asia & Pacific Rim +86 21 61060421

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

2. Downloading Product Software

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Axeda customers may download product releases and updates using thePTC Software Download Tool.

3. 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.

4.Axeda 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.

5. 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 Axeda 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 Technical Area is 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 Axeda products.
Product Release Datecode Technical Area
Axeda - Platform 6.8 3 Platform API
Axeda - Toolkits 6.8 2 Builder
Axeda - Connectivity 6.8 3 Agent - Gateway/Connector

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.

6. Additional Links

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PTC Acquires Axeda
Frequently Asked Questions - PTC Acquires Axeda
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 Service Guide
PTC Global Maintenance Support Packages
PTC Maintenance Terms and Conditions