Customer Support Guide

IOT Support

Version 1.2 - February 2016

Support Service Description

IOT Support Services are designed with the IOT solution lifecycle in mind, providing support and guidance that is focused on your success.

Support Service Benefits

Customers receive support from Technical Support Engineers having In Depth knowledge of the IOT Technology.

Support Service Features

Platform Support

  • Description: IoT Platform Support provides assistance with installation and configuration of the IoT Platform. This service includes base guidance on scalability or availability of the platform configurations, platform integration and extensions. Services are delivered by specialized Technical Support Engineers who are experienced with the critical nature of a production IoT application.

Developer Support

  • Description: IoT Developer Support will provide assistance in answering development questions and related practices when developing on the IOT Platform. PTC Technical Support will guide you on the use of the IoT Platform APIs and answer "how-to" questions when working in our IoT development environment and when utilizing our Software Developer Kits (SDKs) to address a specific use case. Developer Support also includes assistance with questions related to code examples or review of pertinent application code snippets (when required to isolate and resolve an issue). The Technical Support Engineer will also validate and accept software performance reports (SPRs).

Connectivity Support

  • Description: IoT is all about connecting things that share data and collectively build intelligence. Connectivity support provides "how-to" answers for connecting things to the IoT Platform, connectivity software in the form of a Micro Server as well as an SDK with applicable use cases based on a connected thing requirements. Technical Support Engineers will guide in the use of Edge software components, including installation, configuration and assistance to isolate and resolve issues.

Support Service Level Targets

The Service Level Targets indicated below shall not be construed as commitments of PTC, reasonable efforts will be made to respond to your cases per the following guidelines.

Target Name

Target Measurement

Response Time

The timeframe in which a quality first contact can be expected

Enterprise Down

< 1 hour

Severity 1

< 2 hours

Severity 2

< 4 hours

Severity 3

< 4 hours

Response Frequency

The indicative timeframe in which communication detailing progress, next steps, and/or current status may be provided, while PTC owns the next action **

Enterprise Down

Continuous, as needed

Severity 1

< 3 business days

Severity 2

< 5 business days

Severity 3

< 7 business days

Enterprise Down Recovery

The duration between a case being set to the Enterprise Down severity level and an accepted solution or workaround that restores operations

< 24 hours

**   Cases at a status of SPR Filed are excluded from this target.

See PTC Global Support Terms and Conditions for additional information and exceptions