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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
3
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
4
Create your support web account
First Steps
© 2012 PTC
5
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
7
Creating a new account
© 2012 PTC
8
Online Support Entitlements
© 2012 PTC
9 © 2012 PTC
PTC.com Navigation Live Demo
10
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
11
Software Updates
© 2012 PTC
12
Software Updates
© 2012 PTC
Acme
****
13
Software Updates
© 2012 PTC
14
Resolve Issues…
Answer Questions…
© 2012 PTC
15
Self-paced resources:
Knowledge Base
© 2012 PTC
Sheet metal
16
Also available within the software*
Learning Connector – part of your help center
© 2012 PTC
17
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
18
Go back to support center
Select Log a New Case
Contact details – SCN
– Callback Phone
– Country
– Language
Logging a New Case Online
© 2012 PTC
19
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
20
– 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
21
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
22
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
23
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
24
Optimize Your Software
© 2012 PTC
25
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
26
Tech Tip Sessions : Work Smarter
© 2012 PTC
27
New Products / Features
Support Updates & Alerts
Subscribe / archive
8 issues a year
The Maintenance Minute
Stay Current
© 2012 PTC
ptc.com/go/planahead
28
Manage Your Assets
© 2012 PTC
29
Business Asset Summary Tool
© 2012 PTC
Maintain Visibility
Scroll
Down
30
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
31
PTC Product Calendar & Update Advisor
Plan updates and migrations
© 2012 PTC
32
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
33
Resources from presentation
Additional “get started” content
Q&A
After event resources
We will send you links to these resources and more
© 2012 PTC
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 !
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