Access a Dedicated Support Engineer

Ensure success with dedicated support availability.

This service provides dedicated support and attention for Go Live events or other critical milestones.

During the engagement, you can avoid support queues and get immediate responses by having direct phone and email access to a dedicated Support Engineer. The Support Engineer is fully aware of your planned activity and will be ready to react very quickly when needed.

How it works

This is a 3-day engagement and includes the following activities:

  1. Prior to the engagement, a PTC Support Engineer will contact you to request information needed for the service engagement.
  2. During the engagement, the Support Engineer will contact you to confirm progress at least once a day and you will have the opportunity to contact PTC with Support inquiries during business hours.
  3. Upon completion of the service, support cases created during the engagement will follow the standard PTC Case lifecycle process.


The following criteria must be met before this service can be consumed:

  • You must have one of the following products: Windchill, Creo, ThingWorx, Servigistics

Additional Information

Outcome: Ensure success with dedicated support availability.

Journey: All

Remote or Onsite: Remote

Success Points*: 12

*Please note: Information including Success Point values may vary depending on location. Success Point values shown are for reference only and based on North America. Contact your Success Manager for specific services and point values for your location. Please refer to our terms and conditions for additional details.