Kepware Case Logger Documentation

Kepware Case Logger – FAQ

1. How do I create a PTC web account?
   Existing Kepware customer: Use MyKepware credentials
   No MyKepware account: Create a new account here


2. How do I access the Kepware Support Assistant?
   • PTC Support Assistant for Kepware


3. How do I open a support case?
   • Go directly to the PTC Support Assistant
   • Use the link Open A Support Case under the Support Tab on PTC eSupport
   • Visit My Active Requests for an additional link to Open a Support Case.
     More information about how to open a support case can be found in the Customer Support Guide.


4. How do I contact support?
   • Contact by Web
   • Contact by Phone
   • Americas
   • Europe and Africa
   • Asia and Pacific-Rim
   See the Customer Support Guide for more information.


5. How do I find my SCN?
   • How to find SCN (service contract number)
   .
6. How do I find my license information?
   • Where to find licenses for PTC Kepware Products
   • How to Activate the License in PTC Kepware Products
   • My Kepware portal License Information Lookup tool in PTC Kepware Products
   .
7. How do I access the cases opened by me?
   
   • Find the cases in My Active Requests on PTC eSupport
   • To view the cases through the PTC Case Tracker directly, click the Manage Support Cases option under Support cases and reported issues on PTC eSupport


8. How do I access the cases opened by anyone of my company?
   • For customers that own an SCN, open the PTC Case Tracker
   • To view the cases through the PTC Case Tracker directly, click the Manage Support Cases option under Support cases and reported issues. In the field Opened By, choose My Company


9. How do I get prioritized or fast support in case of emergencies?
   There are 2 possibilities, dependent on the severity:
   
   1. Increase Severity
   • Understanding Case Severities
   • Change your Case Severity
   2. Escalate a case
   • Understanding Escalation Levels
   • Escalate Your Case to Technical Support Management


10. How do I provide feedback about all topics related to Technical Support?
    To provide feedback through the web, go to  Technical Support Feedback Form