Electronic Services from PTC Customer Service

Technical Support:

•  Log a new call
•  Check the status of an existing call or SPR
•  Find the answer in our Knowledge Database
•  Analyze the benefits of upgrading to a newer version of software
•  Learn about new software issues as soon as they're discovered

License Management:

• Configure and install a new license

• Receive a copy of your existing license pack

• Create your own Site Detail report

Order Management:

• Request a Software Update
• Check the status of your Maintenance Release of Software Update shipment

Technical Support:

Pro/CALL LOGGER
- Open Calls with PTC Customer Service via the WWW

Open calls with PTC Customer Service anytime, anywhere

Call numbers are provided immediately upon submission of information

Upload relevant data directly from your Web browser

Pro/CALL LOGGER EXPRESS
- Quickly Open Calls with PTC Customer Service via the WWW

Same functionality as Pro/CALL LOGGER without the guidance of the Wizard.

Allows you to open a new call with a simple, single screen interface

Open calls with PTC Customer Service anytime, anywhere

Call tracking numbers are provided immediately upon submission of information

Upload relevant data directly from your Web browser

Pro/Call Tracker and Pro/SPR TRACKER
 - Check on the status of your company's Calls or SPRs

View the status of all your Calls and SPRs placed with PTC Customer Service - anytime, anywhere

Contact Technical Support Engineers or License Management Representatives directly by adding comments to calls - Customer Service personnel are automatically notified when you add comments

Determine the corrected PTC software release and version for your SPRs

Utilize the robust searching and reporting capabilities to track multiple issues

View your search results in an easy to read tabular format

View details for Calls and SPRs including: Open Date, Status, Issue Description and Resolution

PTC Knowledge Base - Over 13,000 Technical Documents
- Suggested Techniques, Frequently Asked Questions, Technical Application Notes and TPIs

Technical information spanning all PTC software products - organized by functional area with powerful searching and browsing capabilities

Step-by-Step instructions including color graphics for performing common design tasks compiled from the PTC Customer Service Database

Answers to the most commonly asked questions compiled from the PTC Customer Service Database

Pro/TAN TRACKER
- Planning to upgrade to a newer version of software? Now you can make an informed decision.
 

View descriptions which explain full functionality of PTC software products

Examine and implement Alternate Techniques for common software issues

Search and report on issues filed or resolved in specific versions or releases of PTC software products

Knowledge Base Monitor
- Now you can be informed about issues dealing with PTC software as soon as they're discovered.

The new Knowledge Base Monitor allows you to subscribe to multiple Product and Module combinations. When we detect a match between a TAN or TPI and your predefined criteria, PTC will send you notification via Email with a link to the new or modified Technical Document. Go to Technical Support and click on Online Support Applications.

Example of the Knowledge Base Monitor subscription form

License Management:

Software Configuration Tool - New Software Order
- Customers can install and configure new products without the assistance of an LM representative.

License Packs are delivered via Email within minutes.

Ability to create a new hardware definition if installing on a new machine.

Software Configuration Tool - Request License Pack
- Customers can request a copy of a license pack for a product already installed.

• License Packs are delivered via Email within minutes.

Software Configuration Tool - Detail Report
- Request a report of all licenses for your company

• Reports show all licenses, products and configurations
• can be imported into Excel using a template which we provide
• Reports are delivered via Email within minutes.

Order Management:

Request Software Updates via the WWW
- Need the latest version of software?

• Obtain the most recent version of PTC software through an easy to use interface.
• Receive a call number via email to help track your request

Shipment TRACKER
Track the status of an expected shipment

• Automatically lists shipments sent to the site of your choice.
• Maintenance Release and Software Update shipments for previous 2 months are shown
• Includes tracking numbers and hyper links to the carriers web site

Example of Shipment Tracker