Arbortext Integration Update
03-May-2006
Support for Arbortext Customers
Arbortext customer support has transitioned to PTC's customer support systems. Click here for additional information.
Arbortext customer support has transitioned to PTC's customer support systems. Click here for additional information.
PTC’s comprehensive, award-winning, ISO 9001 certified service resources are being extended to include Arbortext customers in early May 2006. This page has been created for your convenience as a guide to help ease the transition of Support Services for you, our valued PTC Arbortext Product Customer. Please bookmark and visit this page frequently to remain aware as we implement changes to our business systems to improve services levels for Arbortext customers. For complete information on PTC service offerings, please visit our Global Maintenance Support website. Please note improved services regarding our 24x5 telephone support as well as web tool availability 24x7 including the use of our knowledgebase. Look for future updates to the knowledgebase content for Arbortext products.
Getting Started
Online Support Account
New Terminology
Access to Existing Support Cases and Change Requests
Service Contract Number (SCN)
PTC Technical Support Web Site
Creating and Tracking Support Calls
Accessing Software and Documentation Updates
Searching the Technical Support Knowledgebase
Submitting Enhancement Requests
Managing Your Arbortext Licenses
Customer Service Guide
Additional Links
Getting Started
On-line Support AccountTo access the PTC Technical Support web site, you will need an On-line Support Account.
If you have an existing account on the Arbortext or 3B2 support web site, your account will be transitioned to a PTC web account. You will use the web account information letter you received via e-mail when you access www.ptc.com.
To create a new on-line support account, go to the Technical Support Web Site. When creating a new account, you must provide your Service Contract number.
New Terminology
Some nomenclature has changed to accommodate the change in systems. To help orient you in understanding the new terms, please review the New Arbortext Product Names page and the Guide to Terminology for PTC Arbortext Customers page. Familiarity with the new terms will optimize your service experience.
Access to Existing Support Cases and Change Requests
All of your existing support cases, change requests, and enhancement requests will be migrated into PTC’s systems. You will have full access to this information via the PTC Technical Support web site. Note that all of these records will be converted to use the new Arbortext product names. For example, an existing support case filed against E3 4.4 will now be designated as Arbortext Publishing Engine 4.4.
Service Contract Number (SCN)
In order to obtain support services either by telephone or by web, you will need to provide your Service Contract Number (SCN). The SCN is issued as a unique identifier to track your purchased maintenance for a PTC product or group of products. Your support contacts will have received an e-mail indicating the SCN number for your site.
For help in determining the SCN number to use when obtaining support services, contact our Global Maintenance Support team.
PTC Technical Support Web Site
PTC’s Technical Support Web Site provides a full set of on-line tools and other support services.Creating and Tracking Support Calls
Beginning in early May, PTC’s Technical Support Tools will replace the Arbortext Case Management tool. To manage your support cases (now referred to as Calls), you will go to the Technical Support Web Site. From this page you may
Accessing Software and Documentation Updates
From the Technical Support web site, you may
Searching the Technical Support Knowledgebase
The Knowledgebase will allow you to search for commonly reported issues. This database is in the process of being developed for Arbortext products.
You can subscribe to the Knowledge Base Monitor to receive e-mail updates as documents are created in the Product areas which are of interest to you.
Submitting Enhancement Requests
Enhancement requests are routed directly to Product Management.Your existing Arbortext enhancement requests will be accessible via the Enhancement Tracker tool.
Managing Your Arbortext Licenses
License Management support for Arbortext products is available from PTC. You can contact License Management for Arbortext products in two ways:To use the license management tools, you must have both an Abortext and a PTC online account.
Arbortext's License Management support tools will be accessible via https://www.arbortext.com/support/html/login.asp. They will be transitioned to PTC systems sometime in the future.
Customer Service Guide
We encourage you to read the Customer Service Guide and the Arbortext Addendum. These documents will provide more information on all of the services offered by Technical Support, Customer Care, License Management, Maintenance Support, Training, and Consulting, and the PTC web site.We hope that this transition is seamless to you. If you experience any difficulties using your Service Contract Number (SCN) or have trouble accessing support services, please contact Customer Care via the PTC Customer Care Call Logger.
Additional Links
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