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Support

Answers and online help

Support cases and reported issues

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Support services

Manage and monitor software

Download software

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Plan updates and upgrades

Proactive system scans and performance

PTC cloud services

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Product guides and references

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Services and expertise

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ptc.com

Support
Manage and monitor software
Learn
Services and expertise

Change Language

ptc.com

Answers and online help

Support cases and reported issues

Ask the PTC Community

Support services

Download software

Licenses

Plan updates and upgrades

Proactive system scans and performance

PTC cloud services

Product guides and references

Product Training

Developer guides and tools

PTC Success Plans

Find a PTC partner

PTC Implementation Services


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Customer Support Guide

ProcessesGuidelines & LegalLicensingOther InfoContactISO Certificate

General Information
Options to get HelpPre-Contact ChecklistPreparing to Contact TSReporting an Issue
PTC-Assisted Community Support
Tracking a Community PostAttaching Data to your Community PostResolving your Community Post
Assisted Technical Support
Tracking a CaseResolving Your CaseTracking SPRsEscalating a CaseGathering Required DataProviding Data for a CaseSending Secure Data
Using the My PTC Website
Using the My PTC Website
Enhancement Requests
Enhancement Requests
PTC offers four options to actively get assistance for technical aspects of using PTC software:

 

  • The Knowledge Base/Self Help
  • On-Demand System Scan
  • PTC-Assisted Community Support
  • Assisted Technical Support
 
Depending on the type of issue (like: is it more of a “How-To” question or a “Break/Fix” issue), impact of the topic (how is the topic impacting the value generated by the use of the PTC application) and urgency of the subject (how quickly would a feedback be required) users should choose what is best for their particular topic.
Customers that reach out to PTC Technical Support leveraging the eSupport portal and the “Technical Support Assistant” will be guided through these options in order to ensure the best course of action depending their topic at hand.