Version 2.0 - June 2013
Contact a support engineer over the weekend for any unplanned events or reserve one to be available for planned weekend events such as data migrations and upgrades.
Provides you with a higher level of support over the weekend. Use Planned Weekend Support when performing a system upgrade, data migration, or other activity and Technical Support will assign a support engineer who will understand your IT environment, project plan and scope of the potential support services. Rest assured that our support engineers are available (24/7) to assist you during any unplanned events that may occur on your PTC applications in production. Weekend support helps to reduce the impact on the productivity of your end users.
Planned Weekend Support
Friday 8pm (local time) until Sunday 8pm (local time)
NOTE: A minimum of two weeks notice is required for Planned Weekend Support. If a customer requires longer coverage (Example: Customer has teams working both US and Asian times during that weekend) they must purchase additional Planned weekend support engagements (this will be delivered by 2 resources, 1 working US time, 1 Asian time).
Critical Weekend Support (GOLDplus and PLATINUM)
8pm (local time) until Sunday 8pm (local time)via phone or web
Critical Weekend support is only available for critical issues with a Cases Priority of;
Cases opened over the weekend with a Cases Priority of;
NOTE: Critical Weekend Support is available in English only during non-business hours. See the GOLD, GOLDplus or PLATINUM Support Desk Services for more information on weekday availability.
Planned Weekend Engagements As Required per PTC Global Support Contract (or 12 Months)
2 Planned Weekend Engagements per PTC Global Support Contract (or 12 Months)
1 Weekend per paid Planned Weekend Engagement
Included in PLATINUM Support package
Included in GOLDplus Support package (<= 2 Planned Weekends)
Additional Planned Weekend Support Engagements can be purchased as required
Planned Weekend Support Engagements can be purchased as required