Single-User Support Policies

It is our goal to provide you with all the tools you need to make the most out of your investment in Mathcad. We offer a complimentary period of live technical support, a maintenance service, and a variety of free online resources.


Installation and Licensing Support Period

We provide 30 days of installation and licensing support with all software purchases, including Mathcad add-on packages.


Contacting Support

Technical Support is available during the normal business hours of Monday through Friday, 8:30am - 8:00pm Eastern Standard Time, excluding most major holidays.

We can be reached using the methods below:

Phone :

  • North America: Tel: 781 370 5204
  • Austria, Belgium, France, Germany, Ireland, Italy, Luxembourg, The Netherlands, Switzerland, UK: Tel: 00800 PTC 4 HELP
  • Denmark: Tel: +45-39451208
  • Sweden: Tel: +46-703-008283
Email : mathcad-support@ptc.com

If you are calling during business hours, your call will be placed into a queue and the first available technician will answer your call. If all of our Support Technicians are busy assisting other customers, you will be given the option to hold or to leave a voicemail message. If you call after hours, you will be given the option to leave a message.

If you contact us by email, please be sure to provide your full name, address and Mathcad product code or serial number. Include any relevant information regarding your problem. This may include your operating system, type of printer and any error messages you are receiving.


Response Time

We will respond to all emails within 1 business day.

Our technicians collect the voicemail messages regularly and will return all calls in the order in which they were received. Messages left before noon EST will be responded to the same day, and messages left in the afternoon will be returned by noon the following business day.

End users can expect best efforts from the technical support staff to resolve the reported issue.


Reporting Software Performance Issues

In order to report a software performance report, you will have to log a call with Technical Support. This call will be investigated by our Technical Support engineers and they will file the report accordingly. This service is only provided for users within the initial 30-day period.


Maintenance Release (Service Release) Entitlement

Starting with the Mathcad 14.0 M020 maintenance release, and all subsequent releases of Mathcad software, only those customers who are active maintenance-paying customers will be entitled to the latest releases at no additional charge. We know you rely on software that is continuously improved and regularly updated for changes in compatibility with other software and technology. Please contact a Maintenance representative to learn about special re-activation offers for qualified customers so we can help you take full advantage of the support we offer.

If you are using Mathcad via a Single User License, you can upgrade your license to a Node-Locked or Floating license and add Maintenance Support so you can access the support entitlements, including maintenance releases. Please contact a PTC Sales Rep using the contact information found here.


Activation

Activation does not require a support contract. The Single User Edition is considered an individual license. Under the terms of this license agreement, the purchaser may install Mathcad on one machine. To install Mathcad on more than one system, you must purchase and acquire a new license of Mathcad Single-User or consider upgrading to a corporate license.

Customers within the United States and Canada, contact PTC License Management at
Telephone: 1-800-827-1263 (US only) 781-370-5205 (US and Canada)
Email: mathcad-activation@ptc.com

Please note that any technical problems associated with activation will not be supported after the 30-day support period has expired.


Additional Resources

You will find that most of your technical support questions are answered in the many free resources available to you here.