Support services keep your application users productive, improve your Admin's efficiency and help IT departments optimize resources. By leveraging the latest product updates, proactive support planning and issue resolutions, you'll be sure to receive the value you expect from your software and support investments.
Below is a quick comparison of the PTC Support packages. You can view details about each package by using the links or tabs above.
|Support Services and Features||SILVER Support Package||GOLD Support Package||GOLDplus Support Package|
|Performance Advisor, Core Features||Yes||Yes||Yes|
|Performance Advisor, Select Advanced Features||With Subscription||Yes||Yes|
|Technical Support Desk (Support Engineers)||Not Available||GOLD Support Desk||GOLDplus Support Desk|
|Support Desk Availability||Not Available||24 x 5||24 x 7|
|Enterprise Down Response Time (Severity 0)||Not Available||1 hour||30 minutes|
|Support Response Time (Severity 1)||Not Available||2 hours||1 hour|
|PTC Authored Knowledgebase||24 x 7||24 x 7||24 x 7|
|Download New Software or Maintenance Releases||24 x 7||24 x 7||24 x 7|
|Proactive Support Alerts||Not Available||Yes||Yes|
|Planned Weekend Support||Additional fee||Additional fee||2 included|
|Technical Support Account Manager (TSAM)||Additional fee||Additional fee||Additional fee|
|Extended Support||Additional fee||Additional fee||Yes|
|Onsite Support||Not Available||Not Available||Not Available|
For a detailed catalog of Support services, features and benefits, visit the online Customer Guide.
Learn about Optional Support Services:
Weekend Support, Extended Support and Technical Support Account Manager (TSAM)
*The TSAM service is included for qualified PLATINUM customers. It is available as an option for all other customers.
As of November 1st, the Performance Advisor for Creo includes advanced features for Premium Support customers. To speak with a Renewal Sales person about upgrading, please contact us.
Advanced features include:
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