Support Services Support Services Packaged to Meet Your Needs.

Support Services

With less room for error than ever before, expert knowledge and guidance is critical. PTC Support Services are packaged to ensure you receive the most value from your PTC experience based on your needs. We proactively monitor your PTC solutions in real-time in order to recommend upgrades and optimizations that keep your organization running at peak performance.

Support Services

GOLD

GOLDplus

PLATINUM

eSupport Portal & Online Knowledgebase

PTC Performance Advisor*


Support Recommendations**


Assisted Support:


  • Availability

24 hours x 5 days

24 hours x 7 days

24 hours x 7 days

  • Response Time

Severity 0: < 1 hour
Severity 1: < 2 hour
Severity 2: < 4 hour
Severity 3: < 4 hour

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

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

< 24 hours

Onsite Support

6 days

Support Webcasts




Add-on

 Services


Planned Weekend Support

Optional

2 weekends


Extended Support

Optional



TSAM

Optional

Optional

Included**

*Minimum annual spend requirements need to be met

Support Terms and Conditions

PTC’s support documents and success plan documents where your can review, download and print. You can also select your language.

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Learn more about our Add-on Services

Weekend Support, Extended Support and Technical Support Account Manager (TSAM)

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Additional Resources

PTC Support Welcome Center

6 Steps to Success: Get the most out of your PTC product experience

Get started today!

Support that grows with you
Just like software evolves, PTC Support continuously evolves to meet new expectations and take advantage of new capabilities.


PTC Support Advisor Newsletter
An essential resource to help you stay productive, improve skills and proactively avoid known issues


Customer Support Guide
Your guide to PTC Support: support offerings, processes, legal, licensing, contacts, and much more.

Customer Success Videos
Customers rely on Support Services. Hear from customers like you about their Support experiences.


PTC Help Centers
Search for help and resources by product.


Need to speak with your Renewal Account Manager?
We’re here to help!

Support Services

Faster results, faster insights, and faster solutions. Turbocharge your software and create new value with the best support from PTC.