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COVID-19: Customer Resources and PTC Updates

COVID-19: Customer Resources and PTC Updates

Last updated: April 30, 8:30 a.m.

As we continue to face the unique challenges COVID-19 (coronavirus) presents, we’re doing our best to prioritize the health and safety of our employees, customers, and partners. We’re working together on new ways to help our customers stay safe and continue to conduct business as normal.

We’ll continue to update this page with more resources and information for customers and partners as it becomes available. Thank you for your patience and understanding.

Use PTC Software Remotely

In light of any workforce disruptions, if you have any questions about your licensing configurations while working remotely please contact PTC eSupport.

While working remotely may not be ideal, use these resources to help you troubleshoot. If you have concerns around license access or other issues, please contact your internal support organization or log a case with PTC eSupport for assistance.

This resource requires an eSupport account.

Despite all that is happening with the COVID-19 pandemic, Brian Thompson, DVP and GM of PTC's CAD business, wants all our active customers to enjoy uninterrupted use of Creo so you can keep doing your job. Plus, learn about upcoming online opportunities to expand your Creo knowledge.

Read Business Continuity with Creo: A Message from Brian Thompson, DVP and GM CAD

While working remotely may not be ideal, use these resources to help you troubleshoot. If you have concerns around license access or other issues, please contact your internal support organization or log a case with PTC eSupport for assistance.

This resource requires an eSupport account.

Don’t see your preferred PTC product? Reach out to your internal support organization or log a case with PTC eSupport if you’re experiencing technical issues connecting remotely.

Free Resources

To provide STEM and 3D CAD education at home, we’re offering free access to Onshape to high schools and universities. Students at participating schools can access the software on their own devices at home. With Onshape, students can enjoy collaborative virtual STEM and 3D CAD classes.

Access Onshape

We’re also providing free access to online courses through PTC University. These eLearning modules will help students learn more about PTC products and how to apply them.

Access free eLearning

Customer Support

PTC Customer Success, Technical Support, and Cloud teams are available to assist you at any time, in any region virtually. We are also working closely with our partner community to ensure that we can both continue to support you and provide you with high quality service, guidance and training throughout these challenging times. 

There is no single point of failure that would prevent PTC from providing services for our customers. PTC Technical Support is a globally distributed organization, with resources in multiple locations in North America, Europe and Asia. PTC partners also provide support for our customers. The majority of the Technical Support organization is currently working from home and we have redundant coverage models to address outages in any of our support centers. These plans are supported by PTC’s ISO 9001 certification.

Digital resources on eSupport continue to be available 24/7 for all customers with support or subscription licenses.

We are also offering the highest level of “white glove” support at no additional charge to medical device and health-tech customers who are on the front lines in the fight against COVID-19. Please contact PTC eSupport to ensure we are aware of how to best support your programs.

PTC Business Operations

PTC maintains a robust business continuity management program that we review periodically to ensure that we continue to provide uninterrupted services to our customers and partners. Our regional offices and individual lines of business across PTC each have plans designed specifically to address the nature of various possible impacts to our business operations.

Our business continuity plan addresses workforce availability and workplace locations, technologies and business systems, and critical interdependencies. PTC’s employee population size and geographic diversification helps provide us with a resiliency advantage for ongoing business continuity.

Finally, offices experiencing mandatory closures have maintained essential business processes and customer support resulting in no disruptions to customer services to date.

PTC remains committed to meeting its service level agreements for its cloud services. We designed our SaaS applications for maximum availability. We do not expect any disruption to cloud service availability due to the COVID-19 virus at this time. We also have a robust capacity management process to provide cloud service scalability.

PTC’s employee population depth and geographic diversity provide resilience to the continuity of our global business. We are committed to continuing to deliver updates, new releases, as well as meeting our agreements throughout this difficult situation, so that your business can continue to operate as normal.

PTC will alert you to any important service notifications via your standard account contacts and communication channels. If you have any questions or concerns regarding COVID-19, we request you contact your existing Account Management team that you use for routine business communications.

In-Person Events

Due to the global pandemic, and after careful consideration, LiveWorx 2020 will be a 1-day, no-cost virtual event!

Join us on June 9, 2020, for the definitive event for digital transformation, featuring:

  • 2 keynote speakers: Jim Heppelmann, President and CEO of PTC, and Kimberly Bryant, CEO and Founder of Black Girls CODE
  • 7 empowering presentations
  • 100+ on-demand breakout sessions

Learn more about LiveWorx 2020
Register for LiveWorx 2020

We’re working on translating these resources into additional languages.

If you require immediate assistance, log a case with PTC eSupport.