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Premium Services

Support Services

GOLDplus

PLATINUM

Eligibility

Upgrade*

Upgrade*

eSupport Portal & Online Knowledgebase


PTC Performance Advisor*


Support Recommendations*


Assisted Support:


  • Availability

24 hours x 7 days

24 hours x 7 days

  • Response Time

Severity 0: < 30 mins
Severity 1: < 1 hour
Severity 2: < 4 hours
Severity 3: < 4 hours

Severity 0: < 30 mins
Severity 1: < 1 hour
Severity 2: < 4 hours
Severity 3: < 4 hours

  • Response Frequency

Severity 1: < 2 business days
Severity 2: < 5 business days
Severity 3: < 7 business days

Severity 1: < 2 business days
Severity 2: < 4 business days
Severity 3: < 5 business days

  • Enterprise Down Recovery

< 24 hours

< 24 hours

Onsite Support

6 days

Support Webcasts



Add-on Services


Planned Weekend Support

2 weekends


Extended Support



TSAM

Optional

Included**

*Minimum annual spend requirements need to be met

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