Develop your CSL Support Strategy

Develop processes for post-deployment technical support to Creo Simulation Live users. Ideally, all sponsors, engineers, designers, and other users should know whom to contact and how to resolve adoption issues.

As you design your support model, there are several best practices to follow:

• Utilize the existing support process. Creo Simulation Live is an add-on tool within your existing Creo software. It is essential to inform and train your support team on the changes that CSL brings to Creo.
• Create documentation. Thorough documentation is crucial for the long-term supportability of the solution. The support organization needs documentation about using the tool if they are expected to identify resolutions to issues, fix bugs, and promptly perform system maintenance.

Create a plan for how your organization will maintain and address potential issues that may arise in the day-to-day operations. Here are a few points to keep in mind:

• Roles and responsibilities: Who, precisely, should deliver support? The duties may span different functional areas. For example, one team may be responsible for machine connectivity, and another oversees application maintenance. Your IT team most likely has a “Help Desk,” which will be your first contact point for support. Determine how the teams will triage issues among the various experts at different functional areas.
• Escalation: How will your support team escalate issues that are outside their domain of expertise? How will they handle complex problems that require additional expertise? In a tiered support model, your team will evaluate issues to determine the root cause and triage accordingly. Your support team should contact PTC eSupport for any product-related problems or questions.

Finalize and document the application support process—outline which is the first point of contact and escalates potential issues. Verify everyone in the support organization agrees to the process and is prepared to execute it. Plan checkpoints throughout the year to ensure the process is working and improve if necessary.

Ensure your end-users know how to get help should issue arise with Creo Simulation Live.

To access PTC technical support, you will log a case with PTC eSupport. Once received, a member of the technical support team will assist you.