Customer Support Guide

Extended Support

Version 2.0 - June 2013

Support Service Description

Provides additional Software Performance Report (SPR) access for one year after software development is discontinued.  Available for select products, the Extended Support period begins after the Standard Support period ends.

Support Service Benefits

As your company plans to update to a more current version of software, the Extended Support period provides additional time to run your current version in production and receive software issue resolution that you may need during the transition to the new version.

Support Service Features

Additional R&D Software Fixes

  • Description: Provides additional Software Performance Report (SPR) access for one year after software development is discontinued. Available for select products, the Extended Support period begins after the Standard Support period ends.
  • Benefit: As your company plans to update to a more current version of software, the Extended Support period provides additional time to run your current version in production and receive software issue resolution that you may need during the transition to the new version.

Support Service Availability

Windchill

  One year after software development is discontinued

Other PTC Software

  Not Available

Support Service Capacity

Extended Support is only available for critical issues with a Cases Priority of;

  • Enterprise Down
  • Severity 1: Business Critically Impacted

 

Support Service Investment

PLATINUM

   Included in PLATINUM Support package

GOLDplus

   Included in GOLDplus Support package

GOLD

  Extended Support can be purchased as required