Support services keep your application users productive, improve your Admin's efficiency and help IT departments optimize resources. By leveraging the latest product updates, proactive support planning and issue resolutions, you'll be sure to receive the value you expect from your software and support investments.
Below is a quick comparison of the PTC Support packages. You can view details about each package by using the links or tabs above.
|Support Services and Features||GOLD Support Package||GOLDplus Support Package||PLATINUM Support Package|
|Performance Advisor, Core Features||Yes||Yes||Yes|
|Performance Advisor, Select Advanced Features||With Subscription||Yes||Yes|
|Technical Support Desk (Support Engineers)||GOLD Support Desk||GOLDplus Support Desk||PLATINUM Support Desk|
|Support Desk Availability||24 x 5||24 x 7||24 x 7|
|Enterprise Down Response Time (Severity 0)||1 hour||30 minutes||30 minutes|
|Support Response Time (Severity 1)||2 hours||1 hour||1 hour|
|PTC Authored Knowledgebase||24 x 7||24 x 7||24 x 7|
|Download New Software or Maintenance Releases||24 x 7||24 x 7||24 x 7|
|Proactive Support Alerts||Yes||Yes||Yes|
|Planned Weekend Support||Additional fee||2 included||Yes|
|Technical Support Account Manager (TSAM)||Additional fee||Additional fee||Yes*|
|Extended Support||Additional fee||Yes||Yes|
|Onsite Support||Not Available||Not Available||6 Days|
For a detailed catalog of Support services, features and benefits, visit the online Customer Guide.
Learn about Optional Support Services:
Weekend Support, Extended Support and Technical Support Account Manager (TSAM)
*The TSAM service is included for qualified PLATINUM customers. It is available as an option for all other customers.
As of November 1st, the Performance Advisor for Creo includes advanced features for Premium Support customers. To speak with a Renewal Sales person about upgrading, please contact us.
Advanced features include:
- Notifications for performance of operating system, hardware, graphics drivers, and cards
- Proactive recommendations provided for software and hardware components, based upon user impact, to optimize performance
- Like PTC software, these advanced features will be enhanced over time