PTC Technical Support: The Help You Need-When You Need It
Now, with 24 hour Support for Everyone!
Software questions are inevitable. When they do arise, you want to find the quickest answers to keep you and your team productive. That's why PTC has upgraded and improved our support program. As of November 14, 2005, our minimum level of support is the Gold Support Package.
PTC now offers around-the-clock access to the help you need. Whether through our web site, 24 x 7, or our live phone support, 24 x 5 - when you're working, we're working.
24-hour Self-Service Web Tools and Support
Search our 25,000+ document Knowledge Base, which includes Techniques and Instructions, FAQs, Subscription-based Alerts, Technical Application Notes and Technical Points of Interest. Learn more about our Web based tools.
Expertise You Can Trust
With more than 200 Certified Technical Support Engineers, global certification to ISO 9001 standards and multiple Service and Support Professionals Association STAR awards, PTC offers the kind of high-quality support you can feel confident in.
Get the Exact Level of Support You Need
Choose from two levels of Maintenance Support, offering up to 7 x 24 support from our follow-the-sun call centers. You can also add an assigned Technical Support Account Manager and full-time Dedicated Technical Support Engineer.
NEW! Gold Level: The Responsiveness You Need *
- 24 x 7 access to Web-based support and management tools
- 24 x 5 Technical Phone Support (2 hour response for MCAD; 1 hour response for Windchill/Arbortext)
- Access to Live and Recorded "Tips & Techniques" Sessions
NEW! Enterprise Support Package: Critical Applications for Your Enterprise *
- 24 x 7 Telephone Support with 1 hour response time
- Technical Support Account Manager **
- Software Upgrade Installation Management ***
* 24 x 5 Telephone Support and Enterprise Support may not be available from all Maintenance Support Provider Partners
** Offered to qualified customers only within the package. One per customer.
*** Available to qualified Pro/ENGINEER customers only.
Add Options to Add Productivity *
Choose from a range of services that get you all the help you need.
Weekend Support
- Minimize disruption to production systems and employee productivity
- Get assistance with installations, upgrades and migrations
Assigned Technical Support Account Manager (TSAM)
Get a single point of contact with PTC for technical issues and prioritize calls with the most expert technical resources. Plus:
- Direct contact with the development team to resolve critical software performance reports (SPRs)
- Annual review of support usage and metrics
- Access to online Customer Configuration Profile
Dedicated Technical Support Engineer (DTSE)
Enjoy direct access to full-time customer-dedicated PTC resources, including senior-level engineers (one per product line). In addition:
- Your SPRs are prioritized
- Bypass regular call-logging process
- PTC simulates your technical environment to expedite resolutions
- DTSE has remote access to your desktop for efficient issue resolution
- Requires purchase of TSAM
Software Upgrade Installation Management **
When it's time to upgrade your Pro/ENGINEER environment, consider using our assistance in the process. A Technical Support Advocate will guide you through the process:
- Review systems and configuration
- 60 day engagement with 2 Weekends of support coverage
- May include assistance with Pro/INTALINK 3.x migration
- Post-Migration Activities
* Premium Support Options may not be available from all Maintenance Support Provider Partners.
** Available to qualified Pro/ENGINEER customers only.
Download the Details
PTC Maintenance Support Policies
To Purchase or Learn MorePhone our PTC Global Maintenance Support team
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