Technical Support

Technical Support is available as part of the PTC Maintenance Support Program, except for Windchill "Update Services", Pro/CONCEPT, PLM On Demand and from certain Maintenance Service Provider partners. Technical Support includes:

• Telephone support from Monday through Friday, 24 hours per day (May not be available in every region, In English only after local business hours.)
• Guaranteed response to web, email and voice mail technical support calls in two hours for MCAD Gold Support customers and one hour for Gold Support Windchill customers or any Enterprise Support customers.
• 24-hour access to the support section of the PTC Web site, which includes:

 

Knowledge Base with thousands of technical documents, including technical application notes (TANs) and technical points of interest (TPIs)

Knowledge Base Monitor for automatic notification of new information related to your software (for users who subscribe to this service)

Complete software and hardware configuration information (e.g., what types of servers and workstations handle PTC products, their requirements, and what operating systems work with which products) as well as release notes, answers to installation questions, and platform certification updates

Pro/TAN TRACKER to track technical application notes and performance reports (cost/benefit analyses for businesses deciding whether to install software upgrades) for your particular software

Pro/CALL LOGGER to let you place a support call online

Pro/CALL TRACKER to let you check the status of support phone calls your business has placed previously and add notes to existing calls

License Management web tools to enable customers to license, reconfigure licenses, deinstall licenses, and update contact information for their PTC software licenses. Allows for 24-hour access to licensing information and increased efficiency. Also includes ability to assign access privilege levels to licensing tools

Option to request software upgrades via the Web

Account Manager and Contact Manager to keep your contact information up to date so your access to software releases and technical support will not be interrupted

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