Platinum Support Package

PLATINUM Support Package

Our largest, most complex customers inherently have a higher number of interactions with PTC Support services. To ensure your questions, issues and plans are carefully coordinated amongst multiple applications, systems and sites, PLATINUM customers work closely with a PTC Technical Support Account Manager (TSAM) and a small team of our most experienced engineers, the PLATINUM Support Desk, to plan, prioritize and complete your target goals efficiently and purposefully.

The additional services include special online support tools, onsite visits, virtual workshops and activity reporting exclusively available at this level.

If you are interested in the PLATINUM Support Package, please contact a Support Sales Representative.

For customers with less complex system environments, please view the additional services in the GOLD or GOLDplus Support packages.

Download the PLATINUM Support Datasheet (.PDF)

The PLATINUM Support Package includes all of the services in the GOLD Support Package, plus…

Software Support Services

eSupport Services

Assisted Support Services

SOFTWARE RELEASES

Major Releases
Maintenance Releases
Security Updates
Quality Software Development
Kernel Owned by PTC
Integrated Products

EXTENDED SUPPORT

Additional R&D Software fixes

PRODUCT WEBCASTS

Live & Recorded Tech Tips

SELF-GUIDED SUPPORT

PTC Authored Knowledge Base
LearningConnector
Personalized Support Home Page

INTELLIGENT CASE MANAGEMENT

Administrator Tools
Case Logger
Case Tracker
SPR Tracker
Advanced Case Logger and Tracker – log cases by project vs. in production

PROACTIVE SUPPORT ALERTS

PTC Support Advisor
Technical Support Subscription Tool
Automatic Notification of New Releases

SOFTWARE MANAGEMENT

Licenses Management
Business Asset Summary
PTC Software Download
Software Update Advisor

SOCIAL SUPPORT

PTC Support Twitter Feed
Windchill Blog by Stephen Vaillancourt, Expert Support Engineer

PLATINUM SUPPORT DESK

PLATINUM Certified Support Engineers
Production-Centric Support
Project-Centric Support

ONSITE SUPPORT

Personalized Virtual Support
Planned Onsite Support
Emergency Onsite Support

SUPPORT WEBCASTS

Support Engineer Presenter
Proactive Notification
Recording and Presentation Repository

WEEKEND SUPPORT

Planned Weekend Support
Critical Weekend Support

Technical Support ACCOUNT MANAGER (TSAM)

And includes the GOLD Support features:

GOLD Certified Support Engineers
Case Lifecycle Management
Sustained Support
ISO-Certified Support Centers
Multi-Language Support
Integrated R&D Support
Single Global Support Database
Remote Desktop Diagnostics
Knowledge-Centered Support (KCS)

Learn about Optional Support Services
All optional services are included in the PLATINUM package - Weekend Support, Extended Support, and Technical Support Account Manager (TSAM).

Contact a PTC Renewal Sales Representative »

Support Resources

New to PTC Support? Visit the Welcome Center!

PTC Support Advisor eAlert

Customer Support Guide

Customer Success Videos

Sign-up for Technical Alerts

Report Security Vulnerability

Submit a Product Enhancement Request

License Management

PTC Help Centers