Support Solutions

  • Overview
  • Gold Package
  • GOLDplus Package
  • PLATINUM Package
  • Optional Services

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.

Contact your Support sales representative to help you determine which package is right for you.

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

Download GOLD Support Datasheet

GOLD Support Package

Improve your productivity and reduce costs by proactively accessing continuous software improvements, leading-edge online support tools, and personal assistance from a global team of support engineers. Support services are carefully designed, and regularly enhanced, to help you fully utilize your software and avoid costly interruptions in production.

For larger, more complex system environments, please view the additional services in the GOLDplus and Platinum Support Packages.

Software Support Services

SOFTWARE RELEASES

  • Major Releases
  • Maintenance Releases
  • Security Updates
  • Quality Software Development
  • Kernel Owned by PTC
  • Integrated Products

PRODUCT WEBCASTS

  • Live & Recorded Tech Tips

eSupport Services

SELF-GUIDED SUPPORT

INTELLIGENT CASE MANAGEMENT

  • Administrator Tools
  • Case Logger
  • Case Tracker
  • SPR Tracker

PROACTIVE SUPPORT ALERTS

  • PTC Support Advisor
  • Technical Support Subscription Tool
  • Automatic Notification of New Releases

SOFTWARE MANAGEMENT

  • Licenses Management
  • Business Asset Summary
  • PTC Software Download
  • Software Update Advisor

SOCIAL SUPPORT

Assisted Support Services

GOLD SUPPORT DESK

  • GOLD Certified Support Engineers
  • Case Lifecycle Management
  • Sustained Support
  • ISO-Certified Support Centers
  • Multi-Language Support
  • Integrated R&D Support
  • Single Global Support Database
  • Remote Desktop Diagnostics
  • Knowledge-Centered Support (KCS)

Learn about Optional Support Services
Weekend Support, Extended Support, and Technical Support Account Manager (TSAM)

Download GOLD Support Datasheet

Download GOLDplus Support Datasheet

GOLDplus Support Package

When you run 24x7, you can rely on the services of GOLDplus to ensure your systems are up and running efficiently around the clock. With access to a special group of certified support engineers, you can plan and execute weekend updates and migrations with a “safety net” available to you and feel assured, every day, that we are part of your team helping you achieve your goals.

If you are interested in the GOLDplus Support Package, please contact a Support Sales Representative.

For customers with more complex system environments, please view the additional services in the Platinum Support packages.

The GOLDplus Support Package includes all of the services in the GOLD Support Package, plus…

Software Support Services

SOFTWARE RELEASES

  • Major Releases
  • Maintenance Releases
  • Security Updates
  • Quality Software Development
  • Kernel Owned by PTC
  • Integrated Products

EXTENDED SUPPORT

  • Additional R&D Software fixes

PRODUCT WEBCASTS

  • Live & Recorded Tech Tips

eSupport Services

SELF-GUIDED SUPPORT

INTELLIGENT CASE MANAGEMENT

  • Administrator Tools
  • Case Logger
  • Case Tracker
  • SPR Tracker

PROACTIVE SUPPORT ALERTS

  • PTC Support Advisor
  • Technical Support Subscription Tool
  • Automatic Notification of New Releases

SOFTWARE MANAGEMENT

  • Licenses Management
  • Business Asset Summary
  • PTC Software Download
  • Software Update Advisor

SOCIAL SUPPORT

Assisted Support Services

GOLDplus SUPPORT DESK

  • 24x7 Phone Support
  • GOLDplus Certified Support Engineers

WEEKEND SUPPORT

  • Planned Weekend Support
  • Critical Weekend Support

And includes the GOLD Support features:

  • Case Lifecycle Management
  • Sustained Support
  • ISO-Certified Support Centers
  • Multi-Language Support
  • Integrated R&D Support
  • Single Global Support Database
  • Remote Desktop Diagnostics
  • Knowledge-Centered Support (KCS)

Learn about Optional Support Services
Technical Support Account Manager (TSAM)
Extended Support and Weekend Support optional services are included in the GOLDplus package.

Download GOLDplus Support Datasheet

Download Platinum Support Datasheet

PLATINUM Support Package

Our largest, most complex customers inherently have a higher number of interactions with PTC Support services. To ensure your questions, issues and plans are carefully coordinated amongst multiple applications, systems and sites, PLATINUM customers work closely with a PTC Technical Support Account Manager (TSAM) and a small team of our most experienced engineers, the PLATINUM Support Desk, to plan, prioritize and complete your target goals efficiently and purposefully.

The additional services include special online support tools, onsite visits, virtual workshops and activity reporting exclusively available at this level.

If you are interested in the PLATINUM Support Package, please contact a Support Sales Representative.

For customers with less complex system environments, please view the additional services in the GOLD or GOLDplus Support packages.

The PLATINUM Support Package includes all of the services in the GOLD Support Package, plus…

Software Support Services

SOFTWARE RELEASES

  • Major Releases
  • Maintenance Releases
  • Security Updates
  • Quality Software Development
  • Kernel Owned by PTC
  • Integrated Products

EXTENDED SUPPORT

  • Additional R&D Software fixes

PRODUCT WEBCASTS

  • Live & Recorded Tech Tips

eSupport Services

The PLATINUM package includes special online tools to manage cases related to multiple, concurrent systems.

SELF-GUIDED SUPPORT

INTELLIGENT CASE MANAGEMENT

  • Administrator Tools
  • Case Logger
  • Case Tracker
  • SPR Tracker
  • Advanced Case Logger and Tracker – log cases by project vs. In production

PROACTIVE SUPPORT ALERTS

  • PTC Support Advisor
  • Technical Support Subscription Tool
  • Automatic Notification of New Releases

SOFTWARE MANAGEMENT

  • Licenses Management
  • Business Asset Summary
  • PTC Software Download
  • Software Update Advisor

SOCIAL SUPPORT

Assisted Support Services

PLATINUM SUPPORT DESK

  • PLATINUM Certified Support Engineers
  • Production-Centric Support
  • Project-Centric Support

ONSITE SUPPORT

  • Personalized Virtual Support
  • Planned Onsite Support
  • Emergency Onsite Support

SUPPORT WEBCASTS

  • Support Engineer Presenter
  • Proactive Notification
  • Recording and Presentation Repository

WEEKEND SUPPORT

  • Planned Weekend Support
  • Critical Weekend Support

Technical Support ACCOUNT MANAGER (TSAM)

And includes the GOLD Support features:

  • Case Lifecycle Management
  • Sustained Support
  • ISO-Certified Support Centers
  • Multi-Language Support
  • Integrated R&D Support
  • Single Global Support Database
  • Remote Desktop Diagnostics
  • Knowledge-Centered Support (KCS)

Learn about Optional Support Services
All optional services are included in the PLATINUM package - Weekend Support, Extended Support, and Technical Support Account Manager (TSAM)

Download Platinum Support Datasheet

Optional Support Services

Below are descriptions of services that are available to all customers. Weekend Support and Extended Support are included in the GOLDplus and PLATINUM Support Packages. A Technical Support Account Manager (TSAM) is included in the PLATINUM Support Package for qualified customers.

If you are interested in the Optional Support services, please contact a Support Sales Representative.

Weekend Support
When you are planning an event such as an upgrade, data migration or test in preparation of the event, our support engineers can be available when you need them. With pre-planning, we can help make the event run more smoothly and help you deliver uninterrupted service to your production environment.

Contact us at least two weeks prior to your event and we will assign the right resource to your project, meet to review your plans and be on call over the weekend if you require our assistance.

Extended Support
You can take advantage of the special product Lifecycle support for core PTC Windchill products when your update schedule goes past the standard support plan for the version you are running in production. Four years after each software release, R&D will provide critical fixes for one additional year.

That additional year is designed to help you plan your update and migration with the confidence that R&D will work with you to keep your current environment available and running, especially during the testing and implementation phases for your update project.

Technical Support Account Manager (TSAM)
Your TSAM is a personal advocate for leveraging the breadth and depth of your Support services. The TSAM ensures your priorities are handled according to the support plans and project plans you have mutually created.

Serving as an extension of your team, you can rely on your TSAM to work inside the Technical Support organization helping identify cases that need to be resolved based on how critical they are to your success. As an “insider”, the TSAM can expedite the resolution by connecting the right resources across PTC Technical Support, R&D and Professional Services in an efficient manner.

The TSAM service is not only about helping with resolutions, but also guides you in your project plans to help you avoid issues, choose the best path for version updates and provides regular assessments of the support and project progress against your stated goals.

Download the Technical Support Account Manager (TSAM) Datasheet ›