maximize your software value with ptc global maintenance...
TRANSCRIPT
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Maximize Your Software Value with
PTC Global Maintenance Support
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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!
© 2012 PTC
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
© 2012 PTC
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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
© 2012 PTC
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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Creating a new account
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Online Support Entitlements
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9 © 2012 PTC
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
© 2012 PTC
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Software Updates
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Software Updates
© 2012 PTC
Acme
****
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Software Updates
© 2012 PTC
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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
© 2012 PTC
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Log case in the software
Within Creo you can log a case quickly and easily
© 2012 PTC
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
© 2012 PTC
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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
© 2012 PTC
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
© 2012 PTC
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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
© 2012 PTC
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
© 2012 PTC
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Optimize Your Software
© 2012 PTC
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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
© 2012 PTC
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Tech Tip Sessions : Work Smarter
© 2012 PTC
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New Products / Features
Support Updates & Alerts
Subscribe / archive
8 issues a year
The Maintenance Minute
Stay Current
© 2012 PTC
ptc.com/go/planahead
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Manage Your Assets
© 2012 PTC
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Business Asset Summary Tool
© 2012 PTC
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
© 2012 PTC
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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
© 2012 PTC
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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
© 2012 PTC
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34 © 2012 PTC
Self-paced Web Support
Software Enhancement
TOOLS
Support Engineers
TEAM TOOLS TECHNOLOGY
TOOLS TEAM TECHNOLOGY
A Compelling Maintenance Support Value Proposition
Thank You !