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Customer Support Guide

PTC offers four options to actively get assistance for technical aspects of using PTC software:

  • The Knowledge Base/Self Help
    • Finding solutions and information in our Knowledge Base for immediate relieve
  • On-Demand System Scan
    • Scanning your log and configuration files to automatically get solutions to frequent issues
  • PTC-Assisted Community Support
    • Getting help from industry peers, augmented by the assistance of PTC’s Support product experts within the environment of PTCs Community
    • (Currently available for the following product families: Creo & Mathcad)
  • Technical Support
    • Technical Support from the PTC Support Team of Product Experts

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.