Global Support Solutions

Overview of Support Solutions

Need Help Choosing the Right Solution for You?

Contact a Support Rep ›

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
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
Support Desk Response Time 2 hours
2 hours
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
Extended Support Additional fee
Yes
Yes
Onsite Support Not Available
Not Available
6 Days
Technical Support Account Manager (TSAM) Additional fee
Additional fee
Yes*

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


Explore Support Packages

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