MKS Technical Support Integration Update


As of September 10, 2012, PTC Technical Support's business systems have been extended to incorporate MKS's Integrity and Implementer products. This page has been created to help guide Integrity and Implementer customers and partners through the entitlements and features of the PTC support system.


Support for Integrity and Implementer products will continue to be provided by the same world-class team, per PTC Maintenance Terms and Conditions.

Important information for Toolkit users
For technical assistance with MKS Toolkit, please continue to contact Toolkit Technical Support directly using any of the following methods:
Toolkit Technical Support
Technical Support Form http://www.mkssoftware.com/support/support.asp
Email tk_support@mkssoftware.com
Telephone: +1-703-803-7660
Fax: +1-703-803-3344

Support for Toolkit will continue to be provided by the same world-class team, at the service levels provided by MKS. Toolkit licensing, software downloads, product documentation, and so on will continue to be provided via existing tools and services.


Contents
1. Customer Care Contact Information
2. Getting Started

    2.1. PTC Support Account

    2.2. Creating and Tracking Support Cases with PTC Online

    2.3. Contacting PTC Technical Support by Phone

    2.4. Contacting PTC Technical Support by E-Mail
3. Downloading Product Software
4. Managing Your Licenses
5. Subscribing to Technical Support Alerts
6. Accessing the Integrity Community
7. Migrated MKS Tools and Content

    7.1. MKS Service Requests

    7.2. Integrity Knowledge Base

    7.3. Integrity and Implementer Product Documentation

    7.4. Integrity Hotfixes

    7.5. MKS Customer Community
8. PTC Nomenclature and Terminology

    8.1. PTC Technical Support Terminology and Glossary
9. Additional Links

1. Customer Care Contact Information

^TOP

If you experience any difficulties accessing support services, please contact Customer Care using the PTC Customer Care Case Logger or one of the toll-free telephone numbers below.

North America 877-275-4782
Europe 00-800-78-24-43-57
Japan +81 (0) 3-3346-8280
Asia & Pacific Rim +86 21 61060421

2. Getting Started

^TOP

2.1. PTC Support Account

^TOP

To access many of the tools on the PTC Customer Portal, you will need a PTC Support Account.
For your convenience, we have migrated individual MKS support accounts to PTC Support Accounts for those customers who have filed MKS Service Requests. Log in on the PTC Customer Portal using your e-mail address as username. The first time you want to use your PTC Support Account, click here to set your password and validate your account information. Once logged in, you will have full access to PTC's online support tools and community sites.
If your account was not migrated: To create a new PTC Support Account, go to the PTC Online Account creation page and fill out the form. While creating the account, make sure to complete the Customer Information section so that all tools are available to you. In 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 September 10.
To see a video showing how to create a PTC Support Account, please click here.

2.2. Creating and Tracking Support Cases with PTC Online

^TOP

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 PTC Support Center or Integrity Support Center.
To see a video showing you how to use the Case Logger, please click here.
To see a video showing you how to use the Case Tracker, please click here.
GOLDPlus Support Customers: Use either the PTC Case Logger or the PTC Technical Support phone numbers to initiate after-hours support.

2.3. Contacting PTC Technical Support by Phone

^TOP

Use the following information, based on your region, to contact PTC Technical Support for technical assistance via phone. Please be sure to have your valid Service Contract Number (SCN) available. You will be prompted to provide it. Your SCN can be found in your Customer Transition Letter or by contacting PTC Customer Care.
Technical Support Contact Information
Region Phone number Telephone Menu Map
North America (800) 477-6435 Phone Tree
Europe +800-PTC-4-HELP (00-800-78-24-43-57) Phone Tree
Japan 0120-20-9023 Phone Tree
China 800-810-0699 Phone Tree

For additional PTC contact information, including other geographical regions, License Management, and Education Services, refer to the Worldwide Contact Information section of PTC's Customer Service Guide.
When calling Technical Support, customers will navigate a phone tree of all PTC products. This phone tree varies based on region. To find a printable version of the phone tree for your region, use the appropriate link above, or go to the Worldwide Contact Information section of PTC's Customer Service Guide, scroll down to find the correct region, and select the corresponding Telephone Map.

2.4. Contacting PTC Technical Support by E-Mail

^TOP

Initiation of new Cases (formerly Service Requests) with PTC Technical Support may be done either by web using the PTC Case Logger or by phone. E-mail addresses that had been used to contact MKS Technical Support have been deactivated: support@mks.com and integritysupport@ptc.com.

3. Downloading Product Software

^TOP

Integrity and Implementer customers may now download product releases and updates using the PTC Software Download Tool.

4. Managing Your Licenses

^TOP

Integrity licenses may be managed online from the Integrity Support Center. Alternatively, you may contact PTC Customer Care using the Customer Care Case Logger or the Customer Care contact information provided above.
Implementer licenses are managed by contacting PTC Customer Care using the Customer Care Case Logger or the Customer Care contact information provided above.

5. Subscribing to Technical Support Alerts

^TOP

Use the Technical Support subscription tool to receive e-mail alerts for knowledgebase articles (including hotfix availability) and 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.

6. Accessing the Integrity Community

^TOP

See MKS Customer Community below for information regarding the transition to PTC systems of the content and tools formerly located on the MKS Customer Community site.
PTC Community is a destination for PTC customers and product development professionals to showcase their work, inspire others with their success stories, and be inspired by the talent of their peers. For easy access to the Integrity product area, go directly to the Integrity Community.
Full access to the content on PTC Community and the PTC Support Portal requires a PTC Support Account. See Getting Started above for information about your PTC Support Account.

7. Migrated MKS Tools and Content

^TOP

7.1.MKS Service Requests

^TOP

Your existing MKS Service Requests have been migrated from MKS's support system to PTC's support system. In PTC's support system, they are called Cases.
To locate your existing MKS Service Requests, a search tool has been created: Search Legacy MKS Service Requests. With this tool, you can look up your Service Requests by number, access them through the PTC Case Tracker, then review and update them if needed.
Alternatively, use the PTC Case Tracker to look up your Cases by product, date range, and other criteria. With this tool, you may sort, export, and drill into Case details.

7.2. Integrity Knowledge Base

^TOP

The content of the MKS knowledge base has been migrated into the PTC Knowledge Base. All Integrity technical content may be found by searching the PTC Knowledge Base from the PTC Support Center or the Integrity Support Center.
To see a video showing you how to search the Knowledge Base, please click here.

7.3. Integrity and Implementer Product Documentation

^TOP

Integrity and Implementer customers may now download product documentation from the Reference Documents area of the PTC Support Portal.

7.4. Integrity Hotfixes

^TOP

Information about Integrity hotfixes is available in the PTC knowledge base. Integrity technical content may be found by searching the PTC Knowledge Base from the PTC Support Center or the Integrity Support Center.
To receive e-mail alerts regarding the availability of Integrity hotfixes, go to Subscribe to TS Alerts located on the PTC Support Center, click on the Documents tab, then set up the alert for Product Integrity, the desired Release(s) (or do not select any releases to be alerted regarding ALL releases), and check the Articles checkbox. Click the Add Subscription button to initiate alerts. The Help tab in the subscription tool provides detailed instructions on the use of this tool.

7.5. MKS Customer Community

^TOP

The MKS Customer Community site has been migrated to PTC systems. Content and tools are now available on the PTC Community site and the PTC Support Portal.
PTC Community: PTC Community is a destination for PTC customers and product development professionals to showcase their work, inspire others with their success stories, and be inspired by the talent of their peers. For easy access, go directly to the Integrity Community.
PTC Support Portal: Product downloads, existing Service Requests, knowledge base articles, news and product alerts (subscriptions), license requests, and library documents (product documentation) have been migrated to the PTC Support Portal. The PTC Support Portal also hosts the online Case Logger and Case Tracker tools, used to create and update support issues. For easy access, go directly to the Integrity Support Center.
Please note that the MKS Customer Community discussion forums have been retired. The content has not been migrated. Integrity product forums are now hosted on PTC's Integrity Community.
Full access to the content on PTC Community and the PTC Support Portal requires a PTC Support Account. See Getting Started above for information about your PTC Support Account.

8. PTC Nomenclature and Terminology

^TOP

8.1. PTC Technical Support Terminology and Glossary

^TOP

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 MKS 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 or by phone at one of the Technical Support toll-free numbers listed above.
This term equates to the MKS term Service Request.
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 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 Integrity and Implementer products.
Product Release Datecode Technical Area
Integrity Integrity 2009 2009 SP2 Performance- Diagnostics- Monitoring
Integrity Integrity 10 10 Proxy Server
Integrity Integrity 10 10.1 Item Viewing- Editing- Copying- Selection
Implementer Implementer 2010 N/A RDP
Implementer Implementer 10.2 N/A Workbench

Software Performance Report (SPR)
A Software Performance Report, or SPR, documents an issue that potentially may require software correction or a more detailed technical explanation. One SPR may be referenced by more than one Case number and/or customer.
This term equates to the MKS term Request for Change (RFC).
Service Contract Number (SCN)
The Servie 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.

9. Additional Links

^TOP

PTC Acquires MKS: Press release and PTC perspectives
PTC Acquires MKS: Open letter to MKS customers
Customer Transition Letter
View a sample of the Customer Transition Letter that provides users with their PTC Customer Number and Service Contract Number.
PTC Customer Service Guide
For complete information about PTC Technical Support, Customer Care, License Management, Support, Training, and the PTC Customer Portal, please see the PTC Customer Service Guide.
PTC Global Support Packages
Technical Support Online Support Tools Instructions
View videos to help you understand how to use all of the tools available to you on the PTC Customer Portal.