Provide Support

Recommended Steps

Access to support during and after implementation is crucial for a smooth user introduction to the solution. Quickly addressing and resolving issues can help avoid downtime.

Before you begin, complete these steps:

01. How to Get Support

While anyone can request support, having one or two initial internal contacts for triaging queries is advisable if broader visibility is necessary across your organization. To get support for PTC Kepware products, create a case in the MyKepware portal. For setup instructions, refer to Setup Your Support Account. If front-line Kepware staff cannot resolve an issue, you can seek help through the PTC Knowledge Base, PTC Community, My PTC Support, and PTC Technical Support. For urgent assistance with specific problems, call the PTC Customer Care Center with your case number. You will need to scroll to the “Contact” section on this page to see the phone number for PTC Customer Care for your region. Technical Support can assist with the following issues:

License Issues
Installation Issues
Configuration Issues
Product Issues (Enhancements)
Atlas Provisioning

Kepware+ site administrators can open support cases directly with PTC eSupport. When opening a case, include:

Which Kepware version you have
Detailed description of the issue
Steps to reproduce the issue
Any related data files or screenshots, if needed
Text of error messages or warnings you have received

02. PTC Knowledge Base

Search the PTC Knowledge Base for information about PTC products and solutions. Knowledge Base results will be displayed in the Case Logger based on keywords entered during the case creation process. If the displayed results do not resolve your issue, you can continue with the case creation process.

The Knowledge Base includes:

Technical articles
Product documentations
Community threads
Training tutorials
Digital services (how to interact with PTC’s services online)
Software problem reports (or “bugs”)

03. The PTC Community

On the PTC Community site, you can access information on using Kepware+, follow discussions initiated by other customers, or start your own topic. A community expert will respond and assist you.

While anyone can browse the community, creating a basic PTC account is necessary to post topics or reply to others. To do this, choose the "Basic" tab on the "Create New PTC eSupport Account" page. Please note that this account is separate from your Kepware account. Refer to Setup Your Support Account for additional instructions.

04. Hypercare Support

Your application support team must be readily available to resolve issues during and immediately after deployment. They should also know how to reach Technical Support if necessary. Ideally, the architect(s) and developer(s) who built the solution can help if needed.

If your application runs 24 hours per day, seven days per week, one to two employees should be reachable outside of regular business hours in case of emergencies. However, thorough testing before deployment significantly reduces the likelihood of emergencies, instilling confidence and preparedness in the team.

The Hypercare period, typically lasting 7-14 days, is a time of focused commitment. It ends when the application functions as expected, and developers may address ongoing bugs or minor fixes later. This period is crucial for ensuring the application's smooth operation.

05. Transition to Long-Term Support

Post-implementation, the team that set up Kepware+ will hand over the live solution to your designated support organization. This team must be trained and ready to assist Kepware users with any issues. After the transfer, avoid modifying the production application directly. Instead, make changes to the development server, test them, and once approved, publish them to production. Update the documentation with these changes accordingly.

Recommended Resources

MyKepware Portal
(My.kepware.com)
Kepware Support Assistant
eSupport PTC login required
PTC Knowledge Base
eSupport PTC login required
Kepware Community
PTC Communities
PTC Customer Support Engagement Guide
Guides
Managing Technical Support Cases
eSupport

Previous Step

Promote to Production

Get Started with Kepware+

This is a PDF version of Get Started with Kepware+ - Provide Support. downloaded on Date : 1/6/2026 4:04:36 PM and may be out of date. For full latest version click here.

Get Familiar with Kepware+

Set Goals and Metrics

Assemble a Team

Plan Your Implementation

Kickoff Your Implementation

Set Up Your Support Account

Access, Install, and Configure Software

Promote to Production

Provide Support

Overview: Get Started with Kepware+

Use this guide as you plan and implement your Kepware+ solution for your organization. Follow step-by-step instructions and find resources to assist.

There are multiple sections within this path. Click on the link below that best describes your current situation.

I am considering purchasing Kepware+

I am an existing Kepware customer looking to adopt Kepware+ within my enterprise

The information is helpful for:

Kepware admins
Project managers
Stakeholders
Technical staff
Developers

What is a Success Path?

A Success Path is an online guide to help you implement a specific PTC product at your organization. Each path provides step-by-step instructions from the early planning stages all the way through to deployment. Use a Success Path to help your organization get the most out of a product and achieve your business goals.

See all Success Paths

Get Familiar with Kepware+

Review the top features and functionalities available in Kepware+.

Before you begin, complete these steps:

Steps on this page

What is Kepware+?

01. What is Kepware+?

Kepware+ delivers everything you need to standardize and manage industrial connectivity across your enterprise. The solution offers device connectivity, cloud and enterprise integrations, flexible deployment methods, and enterprise management. By implementing a robust enterprise connectivity strategy, Kepware+ can increase your scalability and time to value, enabling data-driven decisions, reducing cybersecurity risks, and improving operations at scale.

Kepware+ provides access to the latest upgrades, ongoing maintenance for supported versions, and security updates through your support contract. It is suitable for industries such as industrials, mining, electronics, chemicals, food and beverage, and is targeted towards decision-makers in IT and operations.

The Kepware+ Story

Challenges for manufacturers: Manufacturers are challenged by heterogeneous legacy assets and machines from multiple vendors, with variations across lines, sites, and the enterprise. The heterogeneity makes securely accessing data at scale extremely complex.

How connectivity helps: Standardizing industrial connectivity is a key initiative to tackle the OT (Operational Technology) data access challenge. Standardizing simplifies data access, reduces cybersecurity risks, and improves data quality at scale.

No connectivity, no transformation: Without industrial connectivity, digital transformation is slow and difficult to scale. Achieving value from advanced digital solutions for critical manufacturing use cases – including OEE (Overall Equipment Effectiveness), predictive maintenance, and asset performance is impossible without access to the underlying machine data.

How Kepware+ enables connectivity: Kepware+ standardizes the seamless, secure movement of OT data between industrial devices and OT and IT systems. Kepware+ includes key capabilities, including device connectivity, cloud and enterprise integrations, flexible deployment methods, and enterprise management.

The Kepware+ impact: A successfully implemented industrial connectivity strategy accelerates digital transformation initiatives, reduces cybersecurity risks, and improves operations at scale.

Kepware+ differentiation: Kepware+ is a proven solution backed by more than 25 years of deep domain experience and a dedicated focus on industrial connectivity. Kepware+ offers the greatest breadth of device connectivity, enabling data access from virtually any asset on the shop floor. Kepware+ is IT and OT system agnostic, meaning we are committed to ensuring interoperability between any IT and/or OT systems.

Recommended Resources

What is Kepware+ Help Center
Kepware+ Industrial Connectivity for Enterprise
Kepware+ Brochure

Set Goals and Metrics

Plan how you will measure success to prove the value of an enterprise connectivity implementation. Determine the value drivers, establish your business goals, and define your plan to measure success.

Before you begin, complete these steps:

Steps on this page

Identifying Key Value Drivers and Business Objectives

Define Metrics

01. Identifying Key Value Drivers and Business Objectives

Different organizations and use cases will have varying objectives, yet there are standard value drivers from which all customers can gain. Kepware+ is instrumental in helping reach these targets.

Enhanced transparency: Kepware+ provides a unified view for managing all Kepware server deployments, allowing configuration and visibility to installations company-wide from a centralized point.

Reduced operational time: Accelerate configuration and scaling replication across large footprints. Streamline management complexity to improve the quality of data-informed decisions.

Efficiency in workflow: On-site access requirements or the need for specific expertise can become expensive. Leveraging Hybrid SaaS functionalities for essential tasks can conserve working hours and facilitate optimization efforts from any location.

Robust security: Modernize, standardize, and secure the movement of data from operations to the broader enterprise.

02. Define Metrics

Measurable metrics are used as a cross-check to ensure the customer achieves value from the software.

Recommended Resources

Kepware+ Brochure

Assemble a Team

You will need an experienced team to achieve a successful implementation. First, determine the skill sets and experience your project team needs. Next, decide if your organization employs the right talent to meet the project's needs internally. Finally, external resources should be hired to bridge any gaps.

Before you begin, complete these steps:

Steps on this page

Identify Implementation Team

Determine Outside Resources Needed

Determine Internal Training and Adoption Resources

01. Identify Implementation Team

For new customers looking to purchase and deploy Kepware+:

To implement Kepware+, you will need a variety of contributors, and the size and composition of your team will depend on the scope and complexity of your use case. Having team members with experience implementing Kepware is a significant advantage, as existing expertise can play an important role alongside any organizational changes or software management standards that may impact process changes. Some typical roles and skills are essential for any Kepware+ implementation. These include:

A project manager/analyst who will oversee the initiative from start to finish, coordinate the team, communicate with stakeholders, and manage the budget and timeline
A project sponsor who will provide the vision and direction for the implementation, secure the necessary resources and support, and approve the deliverables. For example, a value seeker such as a VP of IT or CIO.
A Kepware expert with the technical knowledge and experience to configure and troubleshoot the Kepware+ software and integrate it with other systems and applications
A process authority with domain expertise and authority to define the business requirements, validate the functionality, and ensure the alignment of the Kepware+ solution with the operational processes. For example, an IT/OT Admin (Control Engineer, Machine Operator, IT Leader, Automation Director). This may be a mix of multiple individuals with varying areas of responsibility.
A key user who will be the primary user of the Kepware+ solution, provide feedback and suggestions, and train other users

For existing Kepware customers looking to adopt Kepware+ within their enterprise:

All individuals impacted by the Kepware+ upgrade and process authorities should participate in the initiative, including critical users and those heavily reliant on the solution post-upgrade, to provide input on operation alignment with Kepware+ usage. Early engagement with all participants is crucial to clarify duties and scope.

Find out if your organization employs people with the above skill sets to upgrade your existing Kepware server to the enterprise environment. If so, ask the employees if they can contribute to the upgrade initiative. If you need to get their manager's approval, make sure to do so. While you can do most of the work remotely, team members must be on-site to gather requirements for going live and promoting the upgrade to the production environment.

02. Determine Outside Resources Needed

Typically, organizations hire contractors or consultants to bridge skill gaps and achieve their overall goals. Employ outside resources if internal employees with the required skill sets are non-existent or unavailable. Verify that the individuals you hire have the Kepware experience to meet your goals.

External resources are extremely valuable for ensuring uniform and consistent integration with other systems.

PTC, experienced partners, or systems integrators can often fill skill sets and expertise gaps and provide valuable recommendations for preferred topologies and other best practices. Depending on the initiative, these providers can be a PTC partner or PTC itself. PTC has a partner search tool available so that customers can filter by geographical region, product, and type. You may have an existing partner relationship; however, ensuring they meet the solution needs and are the type of partner your business requires is essential. If there are any questions or concerns about this process or who would be the right fit, contact PTC for help.

PTC’s Customer Success teams can help you plan, implement, and measure your Kepware+ initiative. A PTC Customer Success Manager ensures you have the right mix of resources on your team. In addition, they will help ensure each contributor has extensive experience with the Kepware platform and is well-suited for the role.

03. Determine Internal Training and Adoption Resources

Create a core team of internal users to learn and train others about how Kepware+ functions. They will serve as a resource for end users for training and adoption. Consider the following:

Who will develop customer-specific training materials aside from PTC’s standard offerings?
Who will help distribute training within the organization? For example, is this the same role as a Super Admin (one who has the ultimate administrative functions)?
Who will manage the team's documentation, such as training guides, standards guides, and SOPs (Standard Operating Procedures)?

Depending on its size, consult a partner or work with your PTC Account Manager to create those references.

Recommended Resources

Find a PTC Partner

Plan Your Implementation

Plan how Kepware+ will be implemented within your organization from a technical standpoint. Establish the scope of the implementation and create an implementation and adoption plan.

Before you begin, complete these steps:

Steps on this page

Assess Existing Infrastructure

System Requirements

Implementation Planning Workshops

Identify Knowledge Transfer Needs

01. Assess Existing Infrastructure

Start by documenting your current architecture. Think about how different parts of your organization flow together. Next, document the architecture that supports your organization’s manufacturing operations, including hardware, software, and network materials. With the assistance of a controls engineer and manufacturing IT, gather at a minimum the following information:

Directional data flow
Data sources and destinations
Networking status
Install locations

02. System Requirements

Understanding and ensuring that basic system requirements for Kepware+ are met as early as possible is vital to preventing fundamental technical or system issues as the project progresses. System requirements to plan for include:

Kepware+ Edge Agent
Kepware+ Web Interface
Access Kepware Servers
Network Requirements
Kepware Server UA Gateway
Kepware+ Security

03. Implementation Planning Workshops

PTC’s Customer Success teams conduct a planning workshop with the customer to discuss the strategy, configuration best practices, optimization guidance, and deployment plan. The following will be addressed in the meeting:

Identify Kepware+ Adoption Strategy
- Will this be a new installation or upgrade?
  - Based on the total license footprint, how many servers require upgrading (to a newer version) versus a net-new install? How many servers are running older versions of KEPServerEX?
  - Are licenses being run on other connectivity or white-label software in scope for conversion to the new standard?
- Discuss the configuration and deployment best practices
  - Kepware project configuration
    - Driver configuration
    - Plugin configuration
    - Server interface configuration
  - Networking requirements such as firewall allowances, port configuration, IP whitelisting, etc.
- What is the strategy for installing the new instances of Kepware?
  - Is there a standard minimum version that should be used?
  - Where is this documented?
- What is the strategy for upgrading older instances of Kepware?
- When and how will licensing be applied?
  - New installations
  - Existing installations that need new licenses applied
  - Existing installations that need support renewals applied
- When will Kepware be connected to the cloud-based configuration tool?
- Determine how many Kepware+ agents will be required
- Determine your Kepware Server access strategy
  - Configuration access
  - Data access
  - Local users and/or active directory
- How will Kepware be supported in your environment?
  - For example, is there a triage contact (primary owner) for assessing support needs, license deployment, etc.?
- Discuss eLearning or virtual instructor-led training to understand design considerations and best practices
Identify Implementation Managers
- Who will oversee the implementation?
- Will there be a single Administrator or a team of Administrators? Are these site-based, location-specific, etc.?

Recommended Resources

What is Kepware+? Help Center
System Requirements Help Center
Kepware+ Security Help Center
Kepware+ Installation Guide Help Center
Kepware Reference Documents Help Center
Getting Started: Connectivity in Five Minutes or Less (Youtube.com)
License Utility Help Center
Licensing Hub eSupport PTC login required

04. Identify Knowledge Transfer Needs

As you strive to enhance your internal training and adoption processes, it is crucial to identify and address the specific needs of various stakeholders. By understanding and documenting the requirements of both administrators and end-users, we can ensure a smooth transition and effective knowledge transfer. Here are some key areas to focus on:

Identify administrator needs (controlling granular settings, standardized configuration elements, naming/verbiage mandates, etc.)
Identify end-user needs (day-to-day tasks or interactions, change management protocols, etc.)
Document PTC-provided training assets vs. customer-specific documentation that may augment out-of-the-box training based on standards established by the stakeholder team

Recommended Resources

Kepware Server Training PTC University
Kepware Server Virtual Instructor-led Training PTC University

Kickoff Your Implementation

Conduct a formal kickoff meeting with stakeholders and the project team to align on the project plan, schedule, roles and responsibilities, and a communication plan.

Before you begin, complete these steps:

Steps on this page

Kickoff, Project Plan, and Schedules

Resources and Staffing

Communication Plan

01. Kickoff, Project Plan, and Schedules

It is essential that key team stakeholders meet for a formal kickoff meeting at the beginning of the initiative to collect requirements. The meeting is centered on business processes and technical aspects of the implementation. This can be done in person, remotely, or in combination. Discussing the project plan and other information as one unified group will help everyone move forward fully informed and prepared to commence the work on the project.

The team assembled during the Assemble a Team objective should receive timely notifications to confirm their availability for the meeting. A formal architecture plan with reference diagrams will also be helpful and should be a deliverable of the Plan Your Implementation objective if one does not already exist.

The schedule for implementing a Kepware+ solution can vary from several months to more than a year, depending on the customer’s use case, enterprise environment, timeline, and available resources. Discuss the steps and milestones developed during the previously held planning workshop.

02. Resources and Staffing

Typically, organizations hire contractors, integrators, or consultants to bridge skills gaps and achieve their use cases. If internal employees are non-existent or unavailable, employ outside resources. Verify that the individuals you hire have the Kepware experience to meet your project goals.

PTC’s Customer Success Management teams can help you plan, implement, and measure your Kepware+ initiative. Your PTC Customer Success Manager ensures you have the right mix of resources on your team. In addition, they will help make sure each contributor has extensive experience with the Kepware platform and is well-suited for the role.

Visit Assemble a Team for more information.

03. Communication Plan

A communication plan for a software implementation is a document that describes how, when, and to whom the implementation information will be communicated. It covers the following aspects:

The purpose of the communication, such as informing, engaging, or persuading the stakeholders
The means and tools of communication, such as email, phone, video conference, chat, or collaboration platforms
The frequency and timing of communication, such as weekly, biweekly, or monthly updates, reports, or meetings
The roles and responsibilities of communicators, such as who will initiate, deliver, receive, and respond to the communication
The feedback mechanism to address concerns and ensure stakeholders know how to get answers

Set Up Your Support Account

Set up your PTC and Kepware accounts to access software downloads and technical support.

Before you begin, complete these steps:

Steps on this page

Set Up Support Accounts

01. Set Up Support Accounts

Customers should set up a PTC Support Account to access PTC’s technical support and a MyKepware account to access key downloads and licensing activation resources. The process to access support varies depending on whether you are a new or existing Kepware customer.

If you are new to Kepware, navigate to the MyKepware portal and click Sign up to create your account. Existing Kepware customers can log in using their current credentials. One of the possible experiences below may occur:

If you already have a MyKepware account:
- A message will display “email already in use”
- It may be recommended to reset the password

If a MyKepware login is not found, but an existing login for PTC eSupport is detected:
- The MyKepware account is created and tied to the existing PTC login
- A new password will not be requested (the login will utilize existing PTC systems password)
- An email verification will be sent to the email on record

If neither a MyKepware nor PTC login is detected:
- A new password will be requested during login creation
- An email verification will be sent to the email entered
- Both the MyKepware and PTC eSupport accounts will be created and synchronized

Future logins to either PTC eSupport or MyKepware will share the same credentials.

After purchase, the following numbers will be emailed to you as part of the PTC Fulfillment Letter. These numbers will not be required to sign up on MyKepware.com. However, you should keep this information available for future support requests:

Service Contract Number
Sales Order Number
Site Number

Contact PTC technical support or your sales representative if this information cannot be found.

Recommended Resources

PTC Technical Support eSupport PTC login required
MyKepware Portal (My.kepware.com)
Get Help Logging In eSupport PTC login required

Access, Install, and Configure Software

Kepware should be installed and configured, and appropriate personnel should have access.

Before you begin, complete these steps:

Steps on this page

Access, Install, and Configure Kepware+

Complete Training

01. Access, Install, and Configure Kepware+

The following key steps are required to effectively set up and tailor Kepware+. The Kepware+ Installation Guide provides detailed instructions, including system requirements for each phase.

Follow the implementation plan to migrate, upgrade, or install the license for the on-premises servers
- For all servers possible, consider taking these steps with the server in a development environment - outside of its production use, and do not promote systems into production until the Promote to Production objective tasks are completed
- Individual servers can be in a different state within your implementation plan
Accept the Kepware+ invitation from Atlas – this is critical for access to the Enterprise Management capabilities
Establish sites. Sites serve as the organizational framework for server instances and can be locations, buildings, line configurations, etc.
Set up an agent. To enable communication between the Kepware+ Enterprise Management area and the local versions of the on-premises servers, an agent must be deployed within the customer network in a location accessible by both the cloud components and the on-premises servers
Add servers to sites. Adding new servers allows any already on-premises server(s) to be connected for remote management
Configure Kepware instances remotely for any connected servers as instructed in the Kepware+ Installation Guide, Kepware+ Help Center, and Kepware+ Reference Documentation
- Local access to the Kepware Server is required for licensing, specific configuration tasks, and testing

Additionally, reference the configuration plan established in Plan Your Implementation and work with PTC's Customer Success teams as needed to implement best practices and optimizations.

Recommended Resources

System Requirements Help Center
Install the Kepware+ Agent Help Center
License Utility Help Center
Licensing Hub for PTC Kepware Product eSupport PTC login required
Kepware Discussions PTC Communities
Kepware+ Installation Guide Help Center
Kepware Reference Documents Help Center

02. Complete Training

Acquaint yourself with ThingWorx Kepware Server, a connectivity tool for linking varied automation equipment and sensors to digital platforms. Learn its role in facilitating your communication streams, navigate its user interface, and understand how it interfaces with applications. Review the security measures of these connections. Figure out device configuration and establish appropriate scan rates to optimize communication. Utilize Communication Diagnostics to troubleshoot channel and device issues as they arise. Lastly, execute the Application Report Tool to compile installation and licensing details your technical support team needs.

Recommended Resources

Get Started with ThingWorx Kepware Server PTC University
Kepware Server Training PTC University
Kepware Server Virtual Instructor-led Training PTC University

Promote to Production

Ensure the people who will use and support Kepware+ are ready for the official roll-out of the solution to the broader organization.

Before you begin, complete these steps:

Steps on this page

Final Preparations

Communicate the Rollout Plan

Distribute Documentation

Promote Servers to the Production Environment

01. Final Preparations

There is not a catch-all, complete checklist that applies to every situation. However, an internal one should be developed as part of the roll-out that accounts for your business specificities and key milestones. What to check will vary, but the questions below are an example of what could be asked:

Is data flowing among integrations as expected?
Are users able to log in as intended, and are permissions and accesses working as configured?
Are all major issues discovered during testing resolved?

02. Communicate the Rollout Plan

Communicate with affected administrators and end-users about when the solution will become available and how to find training and support. Follow the Communication Plan previously developed in Kickoff Your Implementation.

End-users should discuss workload concerns with their managers if the implementation affects other deadlines. Communicate any downtime to stakeholders and distribute updated documentation on accessing training material and reporting problems. To reduce the impact, implementation often occurs near or over the weekend.

Ensure end-users know the following:

When Kepware+ will be available
How to report problems
How to find training, resources, and support

03. Distribute Documentation

Distribute documentation to end-users and technical support. If your organization has a central hub for training resources, upload the documentation there or share links to useful standard Kepware documentation.

This documentation is critical for supporting Kepware+ on an ongoing basis. It will explain how previous tailoring or customizations worked and how end users can achieve the same result(s) with out-of-the-box functionality.

Additional documentation could include proprietary information on site-specific configurations and settings or explanations for following or omitting certain best practices, depending on the customer's discretion.

04. Promote Servers to the Production Environment

Servers that have already been installed, upgraded, or migrated according to the implementation plan should now be moved to production. This may mean targeting the servers with production applications like Manufacturing Execution Systems and Plant Historians or turning on internal data publishing utilities such as database or web output.

Work with stakeholders to ensure that network connections are successful and data flows appropriately, according to the steps taken in the earlier Access, Install, and Configure Software objective.

Recommended Resources

Benchmarking Kepware Driver Performance Guides
Benchmarking Kepware OPC UA Server Interface Performance Guides
PTC Knowledge Base eSupport PTC login required
Kepware Community PTC Communities

Provide Support

Access to support during and after implementation is crucial for a smooth user introduction to the solution. Quickly addressing and resolving issues can help avoid downtime.

Before you begin, complete these steps:

Steps on this page

How to Get Support

PTC Knowledge Base

The PTC Community

Hypercare Support

Transition to Long-Term Support

01. How to Get Support

License Issues
Installation Issues
Configuration Issues
Product Issues (Enhancements)
Atlas Provisioning

Kepware+ site administrators can open support cases directly with PTC eSupport. When opening a case, include:

Which Kepware version you have
Detailed description of the issue
Steps to reproduce the issue
Any related data files or screenshots, if needed
Text of error messages or warnings you have received

02. PTC Knowledge Base

The Knowledge Base includes:

Technical articles
Product documentations
Community threads
Training tutorials
Digital services (how to interact with PTC’s services online)
Software problem reports (or “bugs”)

03. The PTC Community

On the PTC Community site, you can access information on using Kepware+, follow discussions initiated by other customers, or start your own topic. A community expert will respond and assist you.

04. Hypercare Support

05. Transition to Long-Term Support

Recommended Resources

MyKepware Portal (My.kepware.com)
Kepware Support Assistant eSupport PTC login required
PTC Knowledge Base eSupport PTC login required
Kepware Community PTC Communities
PTC Customer Support Engagement Guide Guides
Managing Technical Support Cases eSupport

Do not duplicate or distribute this downloaded file without written permission from PTC.

ADDITIONAL RESOURCES

Product Documentation

Find detailed technical documentation on Creo+ in our Help Center

Ask the Community

Visit PTC's Creo Community to get support Peer-to-Peer, from our product management and assistance teams. Share ideas, give feedback and browse the wealth of information on using Creo+

Technical Support

Need help from our support team? Log a case with eSupport using our Case Logger or find an answer using our new Creo Admin Troubleshooter tool.

Contact Us

Have a question? Submit your contact information and we’ll reach out within 1 business day. You’re never obligated to purchase or commit.

Get in Touch

Get Started with Kepware+

Provide Support

01. How to Get Support

02. PTC Knowledge Base

03. The PTC Community

04. Hypercare Support

05. Transition to Long-Term Support

Table of Contents

Overview: Get Started with Kepware+

What is a Success Path?

Get Familiar with Kepware+

01. What is Kepware+?

Set Goals and Metrics

01. Identifying Key Value Drivers and Business Objectives

02. Define Metrics

Assemble a Team

01. Identify Implementation Team

02. Determine Outside Resources Needed

03. Determine Internal Training and Adoption Resources

Plan Your Implementation

01. Assess Existing Infrastructure

02. System Requirements

03. Implementation Planning Workshops

04. Identify Knowledge Transfer Needs

Kickoff Your Implementation

01. Kickoff, Project Plan, and Schedules

02. Resources and Staffing

03. Communication Plan

Set Up Your Support Account

01. Set Up Support Accounts

Access, Install, and Configure Software

01. Access, Install, and Configure Kepware+

02. Complete Training

Promote to Production

01. Final Preparations

02. Communicate the Rollout Plan

03. Distribute Documentation

04. Promote Servers to the Production Environment

Provide Support

01. How to Get Support

02. PTC Knowledge Base

03. The PTC Community

04. Hypercare Support

05. Transition to Long-Term Support

Contact Us