Below are descriptions of services that are available to all customers. Weekend Support and Extended Support are included in the GOLDplus and PLATINUM Support Packages. A Technical Support Account Manager (TSAM) is included in the PLATINUM Support Package for qualified customers.
If you are interested in the Optional Support services, please contact a Support Sales Representative.
When you are planning an event such as an upgrade, data migration or test in preparation of the event, our support engineers can be available when you need them. With pre-planning, we can help make the event run more smoothly and help you deliver uninterrupted service to your production environment.
Contact us at least two weeks prior to your event and we will assign the right resource to your project, meet to review your plans and be on call over the weekend if you require our assistance.
You can take advantage of the special product Lifecycle support for core Windchill products when your update schedule goes past the standard support plan for the version you are running in production. Four years after each software release, R&D will provide critical fixes for one additional year.
That additional year is designed to help you plan your update and migration with the confidence that R&D will work with you to keep your current environment available and running, especially during the testing and implementation phases for your update project.
Your TSAM is a personal advocate for leveraging the breadth and depth of your Support services. The TSAM ensures your priorities are handled according to the support plans and project plans you have mutually created.
Serving as an extension of your team, you can rely on your TSAM to work inside the Technical Support organization helping identify cases that need to be resolved based on how critical they are to your success. As an "insider", the TSAM can expedite the resolution by connecting the right resources across PTC Technical Support, R&D and Professional Services in an efficient manner.
The TSAM service is not only about helping with resolutions, but also guides you in your project plans to help you avoid issues, choose the best path for version updates and get regular assessments of the support and project progress against your stated goals.