Support Services

Faster results. Faster insights. Faster solutions.

Depending on your needs, we offer packages to help reach outcomes faster.


SILVER Support Package
GOLD Support Package
GOLDplus Support Package
Software Services



Software Updates and maintenance releases
Included
Included
Included
eSupport Services



eSupport Tools
Included
Included
Included
PTC Knowledgebase
Included
Included
Included
Performance Advisor, Core Features
Included
Included
Included
Performance Advisor, Advanced Features
Subscription
Subscription
Included
Proactive Support Services



On-Demand System Scan
Not Available
Included
Included
Proactive Monitoring and Guidance
Not Available
Not Available
Included
Assisted Support



Community Support
Included
Included
Included
Support Desk
Not Available
Web and Phone
Web and Phone
Availability
Not Available
24 hours x 5 days
24 hours x 7 days
Language
English
Local Language when available
Local Language when available
Response Time
Not Available
Severity 0: < 1 hour
Severity 1: < 2 hours
Severity 2: < 4 hours
Severity 3: < 4 hours
Severity 0: < 30 mins
Severity 1: < 1 hour
Severity 2: < 2 hours
Severity 3: < 4 hours
Response Frequency
Not Available
Severity 1:
< 3 business days
Severity 2:
< 5 business days
Severity 3:
< 7 business days
Severity 1:
< 2 business days
Severity 2:
< 4 business days
Severity 3:
< 5 business days
Enterprise Down Recovery
Not Available
< 24 hours
< 24 hours
Optional Support Services
Upgrade and Migration Weekend Support
Optional
Dedicated Support Engineer
Optional
Technical Support Account Manager (TSAM)
Optional
Extended Support
Optional

We've packaged all the support resources and tools you need to start getting value out of your PTC experience on Day 1 to stay ahead of a fast-moving world.

Download the SILVER Support, GOLD Support, GOLDplus Datasheet to know more.

You now have the best support to deliver faster solutions.

  • Continuous software improvements
  • Leading-edge online support tools and knowledgebase
  • Personal 24/7 assistance from a global team

PTC’s New Proactive Support Services

On-Demand System Scan

The On-Demand System Scan is available to everyone with GOLD level support and allows administrators to manually check for stability, performance, and security recommendations related to their PTC software environments. Simply upload system files to be scanned and receive recommended actions for any known issues or improvements that are detected. This service is available for Gold and Goldplus customers.

Proactive Monitoring & Guidance Service

Our NEW Proactive Monitoring & Guidance service combines always-on system monitoring that pairs deep scanning capabilities with solutions & insights to help you get the most out of your PTC software. Discover a wide range of proactive stability, performance, and security improvements through configurable, prescriptive recommendations sent directly to your preferred channel. This service is only available for our customers currently on Goldplus Support.

* PTC’s Proactive Support Services are currently available for Windchill.

Ready to Scan?

Additional Support Services

Every business has its own needs, whether it is an upcoming deployment, expert help for a rollout, new business requirements or strategic initiatives. PTC provides flexible Support options, so you get the expertise and industry-leading Support Services when you need them. We provide a set of Optional Services designed specifically for specific projects, expanded support coverage, on-demand or continued access to expertise so you get the help you need when you need it.

Learn More

ISO9001 Quality Standard

PTC's Support Services are certified to the highest international quality standards. Please visit our Quality Policy page to learn more about our commitment to ensure customer satisfaction.

Download Our Current ISO9001:2015 Certificate

Support Terms and Conditions

PTC’s support documents and success plan documents where your can review, download and print. You can also select your language.

Download Now

Personalized, Award-Winning Online Support

Easily and efficiently navigate to resources that are best-aligned to your technical support needs. Diagnose, correct and avoid issues faster.

My eSupport Portal

Approaching your maintenance renewal?

We’ve got special offers available to save when you switch to subscription. Click HERE to learn more.

"The Performance Advisor allows us to pinpoint problems sooner, see trends, and react to potential issues more efficiently…allowing us to be proactive rather than reactive, further reducing the total cost of ownership."
Lee Hughes, Global CAD/PLM Admin, Kohler Co.

Additional Resources

PTC Support Welcome Center

6 Steps to Success: Get the most out of your PTC product experience

Get started today!

Customer Support Guide
Your guide to PTC Support: support offerings, processes, legal, licensing, contacts, and much more.

Customer Success Videos
Customers rely on Support Services. Hear from customers like you about their Support experiences.


PTC Help Centers
Search for help and resources by product.


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