Customer Support Guide

Extended Support Plus

Version 1.0 - January 2014

Support Service Description

Provides additional Software Performance Report (SPR) access for one year after software development is discontinued.  Only available for PTC Windchill 9.1, the Extended Support Plus period begins after the Extended Support period ends.

Support Service Benefits

As your company plans to update to a more current version of software, the Extended Support Plus 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 up to four additional years after Extended Support was discontinued.  Only available for PTC Windchill 9.1, the Extended Support Plus period begins after the Extended Support period ends.
  • Benefit: As your company plans to update to a more current version of software, the Extended Support Plus 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

Extended Support Plus is only available for certain PTC Windchill products and software releases per the guidelines below:

  • Available for the following PTC Windchill 9.1 Products: 
    • PTC Windchill PDMLink, PTC Windchill ProjectLink, PTC Pro/INTRALINK, PTC Windchill PartsLink, PTC Windchill  Workgroup Managers, PTC Windchill Supplier Management, PTC Windchill CAPA/NC/CEMS, PTC Windchill Aerospace and Defense, PTC Windchill Business Reporting, PTC Windchill Integrations for Embedded Software, PTC Windchill ESI, PTC Windchill MPMLink 
  • No new enhancements or new features will be provided with this offering 
  • Support for PTC Windchill Index Search is not included 
  • Support is limited to the platforms and CAD tool releases already supported by existing PTC Windhchill 9.1 releases as documented
    in the PTC Windchill 9.1 software matrix.Windchill 9.1

NOTE: Purchasing Extended Support or Extended Support Plus for one PTC product does not entitle customers to the same level of support for a separate related/compatible PTC product. For example, purchasing Extended Support for Windchill does not extend support for a Creo release that is beyond the Standard Support period.

Support Service Capacity

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

  • Enterprise Down
  • Severity 1: Business Critically Impacted

Support Service Investment

GOLD, GOLDplus and PLATINUM
         Extended Support Plus Service is available as additional paid service on top of the customer's standard Support Packages.

See PTC Global Support Terms and Conditions for more information.
https://www.ptc.com/en/legal-agreements/support-documents