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- On May 1st, 2007, active maintenance customers will be entitled to the standard technical support offered with all PTC products. We look forward to providing you with the right support Team, Tools and Technology - available anytime, anywhere - to help you maximize your software value. To access PTC Support, you will need a Service Contract Number (SCN) sent by email to active maintenance customers in April 23 and on April 30 2007. If you are an active Maintenance Support customer, the Arbortext IsoDraw 7.0 upgrade will be shipped to you automatically.
In choosing an S2E/PTC software solutions, you're well on your way to optimizing performance and gaining a competitive edge. But working with the world's best product development/content management tools and services are just part of the roadmap to success. There is another equally essential element - a comprehensive maintenance support program.
S2E's offering of PTC Global Maintenance Support provides you with the Team, Technology & Tools to enhance and sustain your software investment.
Team
Improve your efficiency with fast answers to your technical and software usage questions from PTC Technical Phone Support - 24 hours a day, 5 days a week, in multiple languages. The technical support team of over 200 ISO 9000-certified engineers, utilizing one worldwide database, offers timely and accurate resolution of your issues.
Technology
Maximize your software investment with maintenance and new releases developed with PTC's quality commitment to CMMI. Accelerate your performance by staying current with the latest releases of your software and taking advantage of new features and functions developed to help you be more productive.
Tools
Enhance your productivity with online Technical Support, Web-based "Tips & Techniques" sessions, and administrative tools - all from your own desk. Exclusively for active maintenance customers, you'll find the answers you need in our 25,000 document knowledgebase, sharpen your skills with live and recorded software productivity sessions, and manage your PTC environment with reporting and analysis tools.
Global Maintenance Support Packages
Maintenance Support is offered in Gold - our standard level - and Enterprise with additional Premium Support Options available.
Gold Support Package Features:
24 hour x 5 day Telephone Support (M - F)
2 hour response times (1 hour for Windchill products)
Software fixes and automatic shipments of new releases
Anytime access to web based support, learning tools, knowledge database
Eligibility for discounted software upgrade packages
Customer Configuration Profile Database
Access to "Live" & recorded interactive Web Sessions
Enterprise Support Package Features:
24 x 7 Telephone Support with 1 hour response time
Priority shipment of new version releases
Technical Support Account Manager (included for strategic accounts with over $500K maintenance per year) Software Upgrade Installation Management (Pro/ENGINEER products only)
Premium Support Options:
Dedicated Technical Support Engineer
Technical Support Account Manager
Weekend Support
Software Upgrade Installation Management (Pro/ENGINEER products only)