Customer Support Guide

Intelligent Case Management

Version 2.0 - June 2013

Support Service Description                                  

Cases opened with Technical Support can be managed through Intelligent tools and processes that allow you to see the cases you want, when and how you want to see them.                                                                                

Support Service Benefits                              

Using the intelligence you provide Technical Support, your cases can be organized in a way that makes sense to you and your organization.  Efficiently and effectively find the cases you opened with Technical Support; the right information at the right time.                                                                                          

Support Service Features                                                                            

Administrator Tools                   

  • Description: Your company-designated administrator helps manage all PTC technical support web accounts.
  • Benefit: Lets companies determine their own processes and policies with PTC Technical Support. Account Administrators can be a single point of contact for all PTC account holders or allow users to perform specific activities.

Case Logger /Tracker & SPR Tracker                       

  • Description: PTC provides three online tools (Case Logger Tool, Case Tracker Tool, and SPR Tracker Tool) to manage all aspects of your case. From our website or within many of your applications, you can open a new support case, as well as track and interact with Technical Support about existing cases.
  • Benefit: Easy ability to submit a case and connect with Technical Support. Check on the status of your support cases whenever you need the information. Add comments, escalate a case to management whenever you need special attention, and review past correspondence from Technical Support Engineers when it is convenient for you.

GOLDplus and PLATINUM Case Logger                     

  • Description: You can open a case 24x7 and decide whether you want to benefits from the extended support hours or not. Furthermore, at the time you log a case, you have the possibility to specify several additional information, such as the CEP/Project your case belongs to. You can also request a Remote Desktop Diagnostics session to be initiated immediately by the Support engineer when initial contact is made.
  • Benefit: This enhanced feature supports the additional Services and Features delivered to our GOLDplus and PLATINUM Support customers.

My Cases Portlet               

  • Description: View all the cases you have opened with Technical Support.
  • Benefit: Allows for quick view into the cases customer's opened with Technical Support.

My Company Portlet                    

  • Description: This Portlet provides a summary of your Support Service Package and additional information related to your PTC Global Support Package.
  • Benefit: This is an easy way to cascade to all your users the support package and contract related information.

My Company's Customer Environment Profiles Portlet              

  • Description: PLATINUM customers can view cases associated to your company's various Customer Environment Profiles (CEP) managed by your TSAM with the Technical Support Desks.
  • Benefit: Cases are organized by your various Customer Environment Profiles. The maximize option enables live review with your TSAM, information being always up to date.

My Company's Projects Portlet            

  • Description: PLATINUM customers can view cases associated to your company's various Projects managed by your TSAM with the Technical Support Desks.
  • Benefit: Cases are organized by your Projects. The maximize option enables live review with your TSAM, information being always up to date.