Servigistics Technical Support Integration Update


As of mid-June, 2013, PTC Technical Support's business systems have been extended to incorporate Servigistics products. This page has been created to help guide Servigistics customers and partners through the entitlements and features of the PTC support system. Support for Servigistics products will continue to be provided by the same world-class team, per PTC Maintenance Terms and Conditions.



Contents
1. Getting Started

    1.1. PTC Support Account

    1.2. Creating and Tracking Support Cases with PTC Online

    1.3. Contacting PTC Technical Support by Phone

    1.4. Contacting PTC Technical Support by E-Mail
2. Customer Care Contact Information
3. New Names for Servigistics Products
4. Downloading Product Software
5. Managing Your Licenses
6. Subscribing to Technical Support Alerts
7. Migrated Servigistics Tools and Content

    7.1. Servigistics cases

    7.2. Servigistics Product Documentation

8. PTC Nomenclature and Terminology

    8.1. PTC Technical Support Terminology and Glossary
9. Additional Links

1. Getting Started

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1.1. PTC Support Account

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To access many of the tools on the PTC Customer Portal, you will need a PTC Support Account.
For your convenience, we have migrated individual Servigistics support accounts to PTC Support Accounts for those customers who have filed Servigistics Cases. Log in on the PTC Customer Portal using your e-mail address as username. The first time you want to use your PTC Support Account, click here to set your password and validate your account information. Once logged in, you will have full access to PTC's online support tools and community sites.
If your account was not migrated: To create a new PTC Support Account, go to the PTC Online Account creation page and fill out the form. While creating the account, make sure to complete the Customer Information section so that all tools are available to you. In the Customer Information section, you must provide your new PTC Customer Number and Service Contract Number. These can be found in your Customer Transition Letter emailed to you on June 17.
To see a video showing how to create a PTC Support Account, please click here.

1.2. Creating and Tracking Support Cases with PTC Online

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Once you have a PTC Support Account, you may create a new support Case requesting technical assistance with PTC online at any time using the PTC Case Logger. To view and update existing cases, use the PTC Case Tracker. These tools can be accessed 24x7 from the eSupport Portal.
To see a video showing you how to use the Case Logger, please click here.
To see a video showing you how to use the Case Tracker, please click here.

1.3. Contacting PTC Technical Support by Phone

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Use the following information, based on your region, to contact PTC Technical Support for technical assistance via phone. Please be sure to have your valid Service Contract Number (SCN) available. You will be prompted to provide it. Your SCN can be found in your Customer Transition Letter or by contacting PTC Customer Care.
Technical Support Contact Information
Region Phone number Telephone Menu Map
North America (800) 477-6435 Phone Tree
Europe +800-PTC-4-HELP (00-800-78-24-43-57) Phone Tree
Japan 0120-20-9023 Phone Tree
China 800-810-0699 Phone Tree

For additional PTC contact information, including other geographical regions, License Management, and Education Services, refer to the Worldwide Contact Information section of PTC's Customer Service Guide.
When calling Technical Support, customers will navigate a phone tree of all PTC products. This phone tree varies based on region. To find a printable version of the phone tree for your region, use the appropriate link above, or go to the Worldwide Contact Information section of PTC's Customer Service Guide, scroll down to find the correct region, and select the corresponding Telephone Map.

1.4. Contacting PTC Technical Support by E-Mail

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Initiation of new Cases with PTC Technical Support may be done either by web using the PTC Case Logger or by phone. E-mail addresses that had been used to contact Servigistics Technical Support have been deactivated: support@servigistics.com and svgsupport@ptc.com and cmsupport@ptc.com.

2. Customer Care Contact Information

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If you experience any difficulties accessing support services, please contact Customer Care using the PTC Customer Care Case Logger or one of the toll-free telephone numbers below.
North America 877-275-4782
Europe 00-800-78-24-43-57
Japan +81 (0) 3-3346-8280
Asia & Pacific Rim +86 21 61060421

3. New Names for Servigistics Products

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Servigistics product names have changed. Please see the detailed table for more information.


4. Downloading Product Software

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Servigistics customers will continue to use the existing FTP process and access to download software updates.

5. Managing Your Licenses

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Servigistics licenses are managed by contacting PTC Customer Care using the Customer Care Case Logger or the Customer Care contact information provided above.

6. Subscribing to Technical Support Alerts

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Use the Technical Support subscription tool to receive e-mail alerts for knowledgebase articles (including hotfix availability) and reference documentation, software updates, and Cases. To set up alerts, go to Subscribe to TS Alerts located on the eSupport Portal. Click on the Help tab for detailed instructions on the use of this tool.

7. Migrated Servigistics Tools and Content

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7.1. Servigistics Cases

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Your existing Servigistics Service Requests have been migrated from Servigistics support system to PTC's support system. In PTC's support system, they are called Cases.
To locate your existing Servigistics Service Requests, a search tool has been created: Search Legacy Servigistics Service Requests. With this tool, you can look up your Service Requests by number, access them through the PTC Case Tracker, then review and update them if needed.
Alternatively, use the PTC Case Tracker to look up your Cases by product, date range, and other criteria. With this tool, you may sort, export, and drill into Case details.

7.2. Servigistics Product Documentation

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Servigistics customers may now download product documentation from the Reference Documents area of the eSupport Portal.

8. PTC Nomenclature and Terminology

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8.1. PTC Technical Support Terminology and Glossary

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PTC has an online Glossary that can help with many of the new terms customers will need to know when working with PTC. Below are explanations of a few PTC terms as they relate specifically to Servigistics customers.
Case
A Case is a single technical issue reported to PTC Technical Support. A Case may be reported to PTC Technical Support either online via the PTC Case Logger or by phone at one of the Technical Support toll-free numbers listed above.
Release
Release is the major version of a PTC software product. Releases are versions where significant enhancements have been made to the software product in order to provide value to maintenance paying customers. New Releases are only available to customers with active maintenance contracts.
Datecode
The Datecode is a release identifier.
Technical Area
A subcategory for the product referenced in the Case. In addition to modules of a specific product, this may also refer to a more specific area of functionality or a designation for a common type of customer issue.
Examples of Product, Release, Datecode, and Technical Area Designations
Below are examples of Product, Release, Datecode, and Technical Area Designations that could be used when filing support Cases with PTC Technical Support for Servigistics products.
Product Release Datecode Technical Area
Servigistics Parts Planning 9.4.7 N/A Batch Processing
Servigistics Service Logistics 8.1 N/A Core Functionality
Servigistics Pricing 9.5 N/A Reporting

Software Performance Report (SPR)
A Software Performance Report, or SPR, documents an issue that potentially may require software correction or a more detailed technical explanation. One SPR may be referenced by more than one Case number and/or customer.
This term equates to the Servigistics term Development Researching.
Service Contract Number (SCN)
The Service Contract Number, or SCN, is a unique identifier to track your purchased maintenance for a PTC product or group of products. A valid SCN is required for all Technical Support services, including opening a Case, browsing the Knowledge Base, and downloading software updates.
If you require assistance determining the SCN to use when contacting PTC, contact PTC Customer Care using the Customer Care Case Logger or by phone via the Customer Care Contact Information above.
Case Status and Sub-Status
The PTC Case Status and Sub-Status fields indicate the current state of the case. All Servigistics cases have been migrated with the following status mapping:
Old Servigistics Case Status New PTC Case Status
New Working
Support Researching Working
Hosting Researching Working
Active Internal Working
Awaiting Client Confirmation On Hold/ Awaiting Customer Validation
Release Provided On Hold/ Awaiting Customer Validation
Awaiting Information On Hold/ Waiting on Customer
Waiting Access to System On Hold/Waiting on Customer
Awaiting ER Details On Hold/ Waiting on Customer
Developer Analyzing SPR Filed/ Waiting on R&D
Product Mgt Reviewing SPR Filed/ Waiting on R&D
Future Release SPR Filed/ Evaluating Resolution
Pending Release SPR Filed/ Evaluating Resolution
Enhancement Opened SPR Filed/ Evaluating Resolution
Closed Closed
Awaiting Consulting Engagement Services/ Awaiting Consulting Engagement
Awaiting Client Approval/PO# Services/ Awaiting Client Approval/PO#
WA - Approved Services/ Approved
WA - Client Testing Services/ Client Testing
WA - In Development Services/ In Development
Case Severity
The Servigistics case Priority will be migrated and aligned into the PTC Case Severity as listed below. Existing SLAs will be remapped to new terminology :
Servigistics Priority PTC Severity
Sev1 Severity 0 - Enterprise System Down
Sev2 Severity 1 - Business Critically Impacted
Sev3 Severity 2 - Business Moderately Impacted
Sev4 Severity 3 - General Question Low Impact

9. Additional Links

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PTC Acquires Servigistics: Press release and PTC perspectives
PTC Acquires Servigistics: Open letter to Servigistics customers
Customer Transition Letter
View a sample of the Customer Transition Letter that tells users their PTC Customer Number and Service Contract Number.
PTC Customer Service Guide
For complete information about PTC Technical Support, Customer Care, License Management, Maintenance Support, Training, and the PTC Customer Portal, please see the PTC Customer Service Guide.
PTC Global Maintenance Support Packages
Technical Support Online Support Tools Instructions
View videos to help you understand how to use all of the tools available to you on the PTC Customer Portal.
New Names for Servigistics Products