Customer Support Guide

Weekend Support

Version 2.0 - June 2013

Support Service Description                                  

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.                                                               

Support Service Benefits                              

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.                                                                                     

Support Service Features                                                                            

Planned Weekend Support                   

  • Description: By proactively scheduling weekend support, a specialized skilled Support Engineer is assigned to you and your team. The Support Engineer is available over the weekend through a mobile phone and is supported by PTC R&D as required.
  • Benefit: Specialized Support Engineers have the skills required to support your unique weekend activities. The Support Engineer will understand your IT environment, project plan and scope of the potential support services before the weekend activities start.

Critical Weekend Support                     

  • Description: Customers with GOLDplus and PLATINUM Support can open cases over the weekend to support them in any unplanned activities. Support Engineers with generalist skillsets are staffed over the weekend and are available through the normal support channels. Support Engineers are supported by PTC R&D as required.
  • Benefit: Direct access to Support Engineers with generalist skillsets will allow customers to receive support during any unplanned activities over the weekend.

Support Service Availability                                   

Planned Weekend Support

  • Saturday and Sunday

       Friday 8pm (local time) until Sunday 8pm (local time)

  • Public Holidays

       Not Available

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)

  • Friday, Saturday and Sunday

       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;

  • Enterprise Down
  • Severity 1: Business Critically Impacted

Cases opened over the weekend with a Cases Priority of;

  • Severity 2: Business Moderately Impacted and Severity 3: General Question/Low Impact will be responded to during the next Business Day for that customer's region.

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.  

Support Service Capacity                             

PLATINUM

 Planned Weekend Engagements As Required per PTC Global Support Contract (or 12 Months)

GOLDplus

  2 Planned Weekend Engagements per PTC Global Support Contract (or 12 Months)

GOLD

1 Weekend per paid Planned Weekend Engagement                                                                                 

Support Service Investment                                  

PLATINUM

  Included in PLATINUM Support package

GOLDplus

  Included in GOLDplus Support package (<= 2 Planned Weekends)

  Additional Planned Weekend Support Engagements can be purchased as required

GOLD

  Planned Weekend Support Engagements can be purchased as required