Global Support Solutions

Overview of Support Solutions

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Support services keep your application users productive, improve your Admins efficiency and help IT departments optimize resources. By leveraging the latest product updates, proactive support planning and issue resolutions, you’ll be sure to receive the value you expect from your software and support investments.

Below is a quick comparison of the PTC Support packages. You can view details about each package using the links or tabs above.

Support Packages

Support Services and Features GOLD Support Package GOLDplus Support Package PLATINUM Support Package
Performance Advisor, Core Features Yes Yes Yes
Performance Advisor, Select Advanced Features With Subscription Yes Yes
Technical Support Desk (Support Engineers) GOLD Support Desk GOLDplus Support Desk PLATINUM Support Desk
Support Desk Availability 24 x 5  24 x 7 24 x 7
Enterprise Down Response Time (Severity 0) 1 hour 30 minutes 30 minutes
Support Response Time (Severity 1) 2 hours 1 hour 1 hour
PTC Authored Knowledgebase 24 x 7 24 x 7 24 x 7
Download New Software or Maintenance Releases 24 x 7 24 x 7 24 x 7
Proactive Support Alerts Yes Yes Yes
Planned Weekend Support Additional fee 2 included Yes
Technical Support Account Manager (TSAM) Additional fee Additional fee Yes*
Extended Support Additional fee Yes Yes
Onsite Support Not Available Not Available 6 Days

For a detailed catalog of Support services, features and benefits, visit the online Customer Guide.

*The TSAM service is included for qualified PLATINUM customers. It is available as an option for all other customers.

Support Terms and Conditions

Advanced Features

As of November 1st, the Performance Advisor for PTC Creo includes advanced features for Premium Support customers. To speak with a Renewal Sales person about upgrading, please contact us.

Advanced features include:

  • Notifications for performance of operating system, hardware, graphics drivers, and cards
  • Proactive recommendations provided for software and hardware components, based upon user impact, to optimize performance
  • Like PTC software, these advanced features will be enhanced over time

Explore Support Packages

  • Gold Support Package
  • GOLDplus Support Package
  • Platinum Support Package
  • Optional Services