Maximize Your Software Value with

PTC Global Maintenance Support

2 © 2012 PTC

Event Objectives

• Understand the Maintenance Support System

• Learn how to access the features available to you

• Learn the benefit of those features

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Getting More Value From Your Software

Welcome to New Customers!

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First Steps – Create Your Support Account

Download New Software Releases

Resolve Issues & Answer Questions

Optimize Your Software

Manage Your PTC Assets

Q&A

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Create your support web account

First Steps

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Knowledge Base

Order or download software updates

Live and recorded Tech Tips Sessions

Log and track a case

Pro-active tools like the support alerts

Creating your support account grants you access

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To create your web account you need

• Customer Number

• Service Contract Number.

1. Go to “About” menu in your PTC software

2. License Pack sent to you as a new customer

3. Contact your system administer

4. Call the Customer Care Hotline

U.S. 877-ASK- 4PTC Europe 00-800-78-24-43-57

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www.ptc.com

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Creating a new account

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Online Support Entitlements

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PTC.com Navigation Live Demo

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New Releases come out about every 12 months, – Our quality control process dictates release date, not pre-determined schedule

You will receive an automatic email notification when releases are available – Sign up for The Maintenance Minute

Download or request shipment

Downloading the latest release (update) will improve: – Productivity

– Compatibility

– Supportability

– Innovation

– Security

– Competitive Edge

When and How Do I Get the Latest Release

New Releases, Maintenance Releases, Security Updates

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Software Updates

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Software Updates

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Acme

****

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Software Updates

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Resolve Issues…

Answer Questions…

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Self-paced resources:

Knowledge Base

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Sheet metal

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Also available within the software*

Learning Connector – part of your help center

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Log case in the software

Within Creo you can log a case quickly and easily

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Takes you

directly to the

case logger

Complete the

forms and follow

the wizard

From the

Creo

splash

screen

From the

Creo

menu bar

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Go back to support center

Select Log a New Case

Contact details – SCN

– Callback Phone

– Country

– Language

Logging a New Case Online

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Issue Information – Product

– Release

– Datecode

– Technical Area

– Severity

– NDA check box

– Short Description

– Symptoms

– Steps to Reproduce

– Error Messages / Warnings

– Customer Tracking Number

Logging a New Case Online

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– Your software release, license version,

and Service Contract Number (SCN)

– The environment in which the problem

occurs

– Your hardware type and model, operating

system version, amount of RAM, and

swap space

– Messages / errors

– If following up on a previously logged

case, provide your “Case Number”

Technical Support Call Centers

Pre-call checklist

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Average Time to wait < 3 minutes

75% of calls are answered live

Knowledge Base

Product

Documentation

One Global

Database

Team of

certified

support

engineers

R&D

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Tracking an open case

Case details will display all

activity with the case:

• Comments

• Closure details

• Ability to add

comments/attachments

• Adjust severity

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Escalating a case

For any reason you are not satisfied with your case solution or response time, you

have the ability to escalate the case for further assistance

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1. Case Tracker

2. Ask the Support Engineer

3. Contact the Customer Care Line

877 ASK 4 PTC USA

+800 78 24 43 57 Europe

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Once SPR is created R&D gets to work

You can track the status of SPRs

The SPR Tracker enables you to

search, track, and sort your SPRs.

You’ll be notified when resolved

SPR- open and track

Software Performance Reports (SPR) are

opened by Tech Support if the customer-

logged issue could be a software problem

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Optimize Your Software

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Solutions – Product / Release / Technical Area

Software Updates

Cases – Specific case

– Cases you opened

– Opened by company

Preferences – Frequency

– Language

Subscribe to Technical Support Alerts

Pro-active personalized alerts

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Tech Tip Sessions : Work Smarter

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New Products / Features

Support Updates & Alerts

Subscribe / archive

8 issues a year

The Maintenance Minute

Stay Current

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ptc.com/go/planahead

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Manage Your Assets

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Business Asset Summary Tool

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Maintain Visibility

Scroll

Down

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Products & Licenses

Host IDs

Software Orders

Maintenance Service Contracts

Expiring Products

Quotes

Your Address and Contacts

Quick Lookup Feature

Business Asset Summary Tool

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PTC Product Calendar & Update Advisor

Plan updates and migrations

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Next steps

Set up your web

account

Subscribe to support

alerts

Administrators /

managers – Who needs access ?

– Who evaluates releases?

– Review cases • Training Need

– Schedule

Need help? You are not alone

Technical Support – 800 477 6435 USA

– +800 PTC 4 Help Europe

Customer Care Line – 877 ASK 4 PTC USA

– +800 78 24 43 57 Europe

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Resources from presentation

Additional “get started” content

Q&A

After event resources

We will send you links to these resources and more

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Self-paced Web Support

Software Enhancement

TOOLS

Support Engineers

TEAM TOOLS TECHNOLOGY

TOOLS TEAM TECHNOLOGY

A Compelling Maintenance Support Value Proposition

Thank You !