PTC Customer Support Engagement Guide

Get to know PTC's Service Offerings and how to engage, interact and make the most of Technical Support.

Introduction

Contact

Introduction

Release Notes

Support Guide Release Notes

Processes

Options to get help

Pre-Contact Checklist

Preparing to contact TS

Reporting an Issue

PTC-Assisted Community Support

Tracking a Community Post

Attaching Data to your Community Post

Resolving your Community Post

Assisted Technical Support

Tracking a Case

Resolving Your Case

Escalating a Case

Gathering Required Data

Providing Data for a Case

Sending Secure Data

Using the My PTC Website

Using the My PTC Website

Enhancement Requests

Enhancement Requests

Guidelines & Legal: Windchill Solutions

Requirements for Windchill Customization Support

Supported Configurations for Windchill

Support for Windchill Solutions in Virtual Environments

Supported Windchill Solution Releases

Supported and Nonsupported Usage of the API

Support of Third-Party Products for Windchill

Windchill Maintenance and Patches

FlexPLM Patches

Guidelines & Legal: Creo

Requirements for Creo Customization Support

Guidelines & Legal: Arbortext

Arbortext Support Overview

Assistance Using Arbortext Products

Guidelines & Legal: ThingWorx

Requirements for ThingWorx Customization Support

Support for ThingWorx deployment in containerized architectures

Guidelines & Legal: Windchill SSE (formerly Integrity) Product Family

Windchill SSE Overview

Supported Configurations for Windchill RV&S (formerly Integrity Lifecycle Manager)

Support of Third-Party Products for Windchill RV&S (formerly Integrity Lifecycle Manager)

Support of Product Customizations

Guidelines & Legal: PTC System Monitor

Guidelines & Legal: Cross-Product

Identity and Access Management

Licensing

License Management Services

Place Software Order

Obtaining License Codes for a New Software Order

Access Software Information

Modify License Configuration

Use License Web Tools

Contact Licensing

Other Info

Global Maintenance Support

Order Management

Credit and Collections

PTC Global Services

Contact

Contact by Phone: Americas

Contact by Phone: Europe and Africa

Contact by Phone: Asia and Pacific Rim

Technical Support Feedback

Hours of Operation

ISO Certificate

ISO Certificate

Contact by Phone: Asia and Pacific Rim

Australia

Telephone Menu Map

Department	Phone Number
Technical Support	1-800-553-565
Renewal Sales	+86 21 61065714
License Management	1-800-553-565

China

Telephone Menu Map

Department	Phone Number
Technical Support	800-810-0699
Renewal Sales	+86 21 61065714
License Management	800-810-0699
Training	+86 400-920-1779 +86 21 61065536 +86 21 61065592

Hong Kong

Telephone Menu Map

Department	Phone Number
Technical Support	800-905330
Renewal Sales	+86 21 61065714
License Management	800-905330
Training	+86 400-920-1779 +86 21 61065536 +86 21 61065592

India

Telephone Menu Map

Department	Phone Number
Technical Support	1-800-103-4599
Renewal Sales	1-800-103-4599
License Management	1-800-103-4599
Training	+91 99-7293-1034

Indonesia

Telephone Menu Map

Department	Phone Number
Technical Support	001-803-65-7250
Renewal Sales	+86 21 61065714
License Management	001-803-65-7250

Japan

Telephone Menu Map

Department	Phone Number
Technical Support	0120-20-9023
Renewal Sales	+81 03-3346-8280
License Management	0120-20-9023
Training	+81 3-3346-8642

Malaysia

Telephone Menu Map

Department	Phone Number
Technical Support	1-800-80-1026
Renewal Sales	+86 21 61065714
License Management	1-800-80-1026
Training	+91 99-7293-1034

New Zealand

Telephone Menu Map

Department	Phone Number
Technical Support	0800-44-4376
Renewal Sales	+86 21 61065714
License Management	0800-44-4376

Philippines

Telephone Menu Map

Department	Phone Number
Technical Support	1800-1651-0637
Renewal Sales	+86 21 61065714
License Management	1800-1651-0637

Singapore

Telephone Menu Map

Department	Phone Number
Technical Support	1800-830-9901
Renewal Sales	+86 21 61065714
License Management	1800-830-9901

South Korea

Telephone Menu Map

Department	Phone Number
Technical Support	080-3469-001
Renewal Sales	+86 21 61065714
License Management	080-3469-001
Training	+91 99-7293-1034

Taiwan

Telephone Menu Map

Department	Phone Number
Technical Support	0800-013069
Renewal Sales	+86 21 61065714
License Management	0800-013069
Training	+86 400-920-1779 +86 21 61065536 +86 21 61065592

Thailand

Telephone Menu Map

Department	Phone Number
Technical Support	001-800-65-6213
Renewal Sales	+86 21 61065714
License Management	001-800-65-6213

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Fax Numbers

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Contact by Phone: Europe and Africa