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

eSupport Services

Assisted 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

SELF-GUIDED SUPPORT

  • PTC Authored Knowledge Base
  • LearningConnector
  • Personalized Support Home Page

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

  • PTC Support Twitter Feed
  • PTC Windchill Blog by Stephen Vaillancourt, Expert Support Engineer

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:

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