Customer Support Guide

The Global Support program at PTC is designed to help you operate at peak performance and derive the most value from your PTC software investment. The programs provide access to the latest PTC software releases, expert technical support, 24x7 Web-based support including the Knowledge Base, proactive alerts, and access to exclusive Tech Tips Webcasts.

Activating Global Support

To activate Support, contact a Support representative as described in the next section. If your support is currently active, one to two months before your Support expires, you will receive a quote to renew. Your Support representative will contact you shortly thereafter to ensure that you have received the quote from PTC and to answer any questions you may have. Generally, the end dates of all items quoted can be made coterminous. Let your Support representative know if you prefer a common end date.

Note: If you activate Support for a license which was previously not covered, you must pay both the current and the retroactive Support fees associated with that license. When you are ready to submit a payment, you can choose one of three methods:

  • Purchase order—Fax a purchase order (not a purchase requisition) to your Support representative. This method ensures the fastest service.
  • Credit card—Fax a completed copy of our credit card request form to your Support representative.
  • Check or purchase order—Mail a check or purchase order (not a purchase requisition) to your Support representative