LBS Technical Support

On June 10, 2008, PTC's business systems are being extended to incorporate LBS customers. This page has been created for your convenience as a guide to help ease the transition of Support Services to you, our valued PTC LBS product customer. Please visit this page frequently to remain aware as we implement changes to our business systems for LBS customers.

Support for LBS products will continue to be provided by the same world-class team, at the service levels provided by LBS.

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

Creating a PTC Web Account

LBS users will need to create a PTC web account to access all of PTC's online tools, including access to the Knowledge Base and to the download site. Please be sure to have your valid SCN ready. This can be found on your Customer Transition Letter or by contacting Global Maintenance Support.

To see a video showing you how to create a PTC web account, please click here.

Creating and Tracking Calls with PTC Online

Once you have an upgraded web account, you can create a new Call for technical assistance with PTC online at any time, using the PTC Call Logger. To track and update existing Calls, use the PTC Call Tracker. These tools can always be accessed from the PTC Technical Support web site under the Tools heading in the left column.

To see a video showing you how to use the Call Logger, please click here.

To see a video showing you how to use the Call Tracker, please click here.

Contacting Technical Support via Phone

For technical assistance, use the following information, based on your region, to contact PTC via phone. Please be sure to have your valid SCN ready. This can be found on your Customer Transition Letter or by contacting Global Maintenance Support.

Technical Support Contact Information

Region	Phone Number	Telephone Menu Map	Hours of Operation
Europe	+800-PTC-4-HELP (00-800-78-24-43-57)	Phone Tree	Monday - Friday 8:30AM - 6:00PM (GMT)
North America	800-477-6435	Phone Tree

For more contact information, including additional regions, License Management and Education Services, customers should refer to the Worldwide Contact Information section of the Customer Service Guide.

When calling Technical Support, customers will navigate a phone tree of all PTC products. LBS products can be found under the Arbortext menu picks. This phone tree will vary 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 the Customer Service Guide, scroll down to find the correct region and select the corresponding Telephone Map.

New Product Names

LBS product names have changed. Technical Support Calls submitted to PTC will be filed under the PTC Support Name. For example, if you would like to file a Call for "iLog.acquirED Control Station", you would select "Arbortext S1000D" from the Product pull down in the Call Logger.

LBS Product Name	PTC Support Name
iLog.acquirED Control Station	Arbortext S1000D
AcquirED Task Station	Arbortext S1000D
AcquirED Publishing Station	Arbortext S1000D
iLog.matrix	Arbortext S1000D
iLog.aspect Lite	Arbortext S1000D
iLog.net CSDB	Arbortext S1000D
iLog.acquirED LCMS Module	Arbortext S1000D & Arbortext E-Learning
iLog.LMS	Arbortext E-Learning
iLog.aspect	Arbortext Provisioning
iLog.net IP	Arbortext Provisioning
iLog.net Transaction Manager	Arbortext Provisioning
iLog.L-Link	Arbortext Logistics Support Analysis
iLog.net LSAR	Arbortext Logistics Support Analysis

PTC Technical Support Terminology and Glossary

PTC has an online Glossary that can help with many of the new terms customers will need when working with PTC. Below are explanations of a few PTC terms as they relate specifically to LBS customers.

Service Contract Number (SCN)

The Service Contract Number, or SCN, is issued as 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 Call, browsing the Knowledge Base and downloading updates.

If you require assistance determining the SCN to use when contacting PTC, contact our Global Maintenance Support team at the Customer Care Contact Information above.

Module

A sub-category for the product referenced in the call. 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.

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.

When logging calls through the Call Logger, for current LBS products, specify "N/A" as the release number.

Datecode

The Datecode is a release identifier. For current LBS products, the Datecode matches the Release.

Examples:

Product	Release	Datecode	Module
Arbortext S1000D	N/A	N/A	Arbortext CSDB for S1000D
Arbortext S1000D	N/A	N/A	Arbortext Publisher for S1000D
Arbortext Provisioning	N/A	N/A	Arbortext Provisioning Manager
Arbortext E-Learning	N/A	N/A	Arbortext Learning Management System
Arbortext Logistics Support Analysis	N/A	N/A	Eagle

In upcoming releases of LBS software, such as the future 5.0 release, Releases and Datecodes will follow the standard PTC format.

Examples:

Product	Release	Datecode	Definition of Datecode Value	Module
Arbortext S1000D	5.0	F000	= First Customer Shipment (FCS)	Arbortext CSDB for S1000D
Arbortext S1000D	5.0	M010	= First maintenance release of release 5.0	Arbortext CSDB for S1000D
Arbortext S1000D	5.0	M020	= Second maintenance release of release 5.0	Arbortext CSDB for S1000D
Arbortext S1000D	5.0	M030	= Third maintenance release of release 5.0	Arbortext CSDB for S1000D
Arbortext S1000D	5.0	M040	= Fourth maintenance release of release 5.0	Arbortext CSDB for S1000D

The availability of specific product releases (FCS and maintenance releases) can be viewed in the PTC Product Calendar. Product releases may be downloaded from the Order or Download Software Updates page.

Software Performance Report (SPR)

A Software Performance Report, or SPR, is uniquely identified by its SPR Number and documents an issue that potentially may require software correction or a more detailed technical explanation. One SPR may be referenced by more than one Call Number and/or customer.
Note: When contacting Technical Support, Call Numbers should be referenced, not SPR Numbers.

Downloading Software Updates

LBS customers can now download updates to their products using the PTC download tool.

Managing Your Licenses

For assistance regarding licensing issues, please contact Customer Care at the number listed in the Customer Care Contact Information table above or in the Worldwide Contact Information section of the Customer Service Guide

Technical Support Tools Videos

View additional videos to help you understand how to use all of the tools available to you on the Technical Support web site.

Customer Service Guide

For complete information about PTC Technical Support, Customer Care, License Management, Maintenance Support, Training and the PTC web site, please see the Customer Service Guide.

LBS Frequently Asked Questions

View Frequently Asked Questions about LBS products

LBS Customer Letter

See the open letter to all LBS Customers.