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Parametric Technology Corporation

PTC® Premium Support Services

Guide Technical Support Options

December 2008

iii

Contents

Contents..................................................................................iii Premium Support Services ....................................................1

Introduction to Premium Support Services..........................2 Premium Services Offered...................................................................2 Legal Aspects of Premium Services...................................................2 Nondisclosure Agreements.................................................................3 Terminology..........................................................................................4

Platinum Enterprise Support .................................................5 24 x 7 access to Technical Support ....................................................5 Privileged access to PTC’s Premium Support Desk .........................5 On-demand Desktop Sharing ..............................................................6 Onsite Support......................................................................................6 Technical Support Account Management (TSAM).............................7 Quarterly preventive webcasts hosted by Technical Support .........7 Access to Exclusive Online Training Courses ..................................7 Extended Support for Qualified Products ..........................................8

Technical Support Account Manager....................................8

TSAM Qualifications.............................................................................9 Customer Participation in the TSAM Service.....................................9 Kick-Off Meeting for the TSAM Service ............................................11 Backup Support for TSAMs ...............................................................15

Dedicated Technical Support Engineer ..............................16 DTSE Qualifications ...........................................................................16 Backup Support for DTSEs................................................................16 Kick-Off Meeting for DTSE Service ...................................................17 Services Delivered by the DTSE........................................................17

Weekend Technical Support Service ..................................20

Purchasing Information........................................................21

Summary of TSAM and DTSE Services ..............................22

iv PTC Premium Services Guide

1 Premium Support Services

Introduction to Premium Support Services PTC provides Maintenance Support in two packages: Gold Support and Platinum Enterprise Support. The Platinum Enterprise Support package was developed as a premium offering for PTC’s largest customers. In addition, several premium support services are available as options to both Gold Support and Platinum Enterprise Support customers to further help maximize your investment in PTC solutions. Some of these optional services are included in the Platinum Enterprise Support Package as noted below.

Premium Services Offered Below is a summary of the premium services offerings. Please review the details in the individual sections to follow.

Platinum Enterprise Support - Reserved for Enterprise customers with hundreds/thousands of users on applications built on PTC products. The Platinum Enterprise Support offering provides an increased level of pro-active support and software optimization planning as well as time-saving access to senior technical support resources resulting in an accelerated resolution of support calls.

Technical Support Account Manager Service (TSAM)—The TSAM is assigned to act as your representative within PTC technical support to help you plan for updates and migrations, ensure your priorities our communicated within PTC Technical Support and help expedite the resolution of issues.

Dedicated Technical Support Engineer Service (DTSE)—The DTSE devotes time to a particular technical service on a full-time basis. A DTSE is an extension of your team but has full access to the people and resources available through PTC Technical Support.

Weekend Technical Support Service—Weekend Technical Support minimizes disruption to productivity by providing a “safety net” of support for your planned event, such as an upgrade or migration.

Legal Aspects of Premium Services Premium Services sold by PTC are subject to the terms and conditions of the “Customer Agreement for Licensed Products” between PTC and a customer and the PTC form “Supplemental Terms & Conditions Applicable to Premium Services.” PTC reserves the right to amend or alter the features and guidelines applicable to premium services without prior notice.

2 PTC Premium Services Guide

Nondisclosure Agreements To enable PTC Technical Support to perform troubleshooting and other services, it will be sometimes necessary for you to share your data and computer systems with PTC. Before the sharing of confidential data, proprietary data, or related materials with PTC, and before the enabling of access to your computer systems for any reason, you must sign a standard PTC “Nondisclosure Agreement.” The Technical Support Account Manager (TSAM) is the point of contact for a nondisclosure agreement.

Premium Support Services 3

Terminology For additional information on terminology, see the Glossary of PTC Global Services Terminology at http://www.ptc.com/cs/doc/glossary.htm.

Term Definition

GS—Global Services A PTC department dedicated to delivering onsite consulting and service activities, such as software implementation and upgrades, user training, and adoption of the software release

TS—Technical Support A PTC department dedicated to delivering telephone support to customers with a current contract for support services

TSE—Technical Support Engineer A member of PTC Technical Support who investigates and resolves technical issues related tthe use of PTC products

o

TSAM—Technical Support Account Manager

A member of PTC Technical Support who represents your interests within PTC by coordinating resources, managing priorities for your benefit, and performing other TSAM services

DTSE—Dedicated Technical Support Engineer

A member of PTC Technical Support who offers expertise in PTC Solutions, including duplication of your work environment at PTC and other DTSE services

MPOC—Manager Point of Contact Your designated managerial contact from your internal help desk who works with the Technical Support Account Manager (TSAM)

TPOC—Technical Point of Contact Your designated technical contact (one or more) who works directly with the Dedicated Technical Support Engineer (DTSE) on one or more specific issues


http://www.ptc.com/cs/doc/glossary.htm

Platinum Enterprise Support The Platinum Enterprise Support Package is PTC’s highest support offering. The package includes all of the features found in the Gold Support Package with the following additions:

• 24 x 7 access to Technical Support Call Centers

• Privileged access to PTC’s Premium Support Desk

• On-demand Remote Desktop Sharing

• Onsite Support (4 days per year)

• Technical Support Account Manager (TSAM)*

• Quarterly preventive webcasts hosted by Technical Support

• Access to Exclusive Online Training Courses

• Extended Support for Qualified Windchill Products

24 x 7 access to Technical Support Platinum Enterprise customers can leverage PTC’s ‘Follow-the-Sun’ support 7 days a week.

Weekend support (from Friday night to Monday morning) is available through the Technical Support’s web tools and phone system. It is delivered in English outside of normal business hours. Please note that PTC R&D may also provide weekend resources which can be leveraged by Technical Support on an ad-hoc basis.

This access is of course not a commitment that issues reported during the weekend are addressed during that weekend. Rather those calls will be processed in the same manner during weekdays.

Privileged access to PTC’s Premium Support Desk Platinum Enterprise customers are given access to a team of Technical Support experts, known as the Premium Support Desk.

Platinum customers calling that Premium Support Desk via the toll free number or Call Logger web tool are treated with the highest priority. Wait time in the phone queues is therefore reduced and First Contact is faster (see ‘First Contact in 1 hour’ later in this document).

The Technical Support Engineers staffing the Premium Support Desk are Senior Resources; all ‘Platinum certified ’ in PTC’s ISO 9000 certification procedures. This certification covers:


• Technical fields, through advanced level certifications. Calls from Platinum customers are diagnosed by Engineers who have received advanced training, and have demonstrated proficiency for the products/modules they support.

• Customer Service fields, to guarantee dedicated attention. Tools and processes are available to the Engineers staffing the Premium Support Desk and guarantee higher attention during the handling of the calls and faster resolution of these calls.

First Contact in 1 hour

That Premium Desk contacts the customer back within 1 hour of opening the call (vs. 2 hours for a Gold customer).

If the customer caller is not available at that time a voice mail or email is left (within 1 hour) and the contact is established later.

On-demand Desktop Sharing On-Demand Desktop Sharing allows customer to request a Desktop Sharing session through the Call Logger online tool. An invitation will be sent by the Technical Support Engineer processing the call before the first contact is made.

Onsite Support Platinum Enterprise Support includes 4 days per year of Technical Support presence at the customer site. Typical usages of these days include:

• Emergency situations (for example, “Enterprise Down”) that require full-time availability onsite to collect datasets and log files, work remotely with Technical Support and R&D, test and validate the proposed workarounds and resolutions

• Deployment of new applications or major upgrades and migrations that benefit from an onsite Technical Support presence to coordinate the calls that will be generated by the users now accessing the new application.

Notes:

• The 4 days can be taken consecutively or individually.

• The 4 days are weekdays (Monday through Friday). If onsite support is required during a weekend (Saturday and/or Sunday) then a notice of 2 weeks is required. Onsite support for either a Saturday or a Sunday is the equivalent of 2 days.


• Technical Support will strive to dispatch the onsite resource within 2 days of the request. Depending on the geographical location and on the availability of flights this may however take longer.

• The 4 days can only be used for Technical Support related issues and are not an alternative to training or consulting activities.

• Onsite support is not a commitment that the reported issues will be resolved. To help set expectations each onsite visit will be preceded by a conference call between the customer and a Technical Support Manager to define the scope and limitations.

Technical Support Account Management (TSAM) The TSAM service is an optional premium offering. However it is included in the Platinum Enterprise Support Package for qualified customers. Please contact your PTC Maintenance Sales Representative for more details.

Please refer to the ‘Technical Support Account Manager’ section of this guide for details on the value that a TSAM adds to your operations.

Quarterly preventive webcasts hosted by Technical Support Once per quarter Platinum Enterprise customers will be invited to privileged webcasts. These workshops will focus on Technical Support topics to help facilitate proactive management and administration of your applications.

Examples of topics presented are:

• New Releases (Wildfire X.0, PDMLink X.0): known issues and recommendations for a safer upgrade

• ‘How to’ recommendations & Best Practices to better administrate your PTC products

• Deep dive into the most frequently accessed Technical Application Notes and Technical Points of Interests

Each quarter, a Pro/ENGINEER and a PDMLink webcast will be presented, 2 hours each, in English, German, French, Japanese, Mandarin and Korean. Note that the deliverables (slide decks) will only be available in English.

Access to Exclusive Online Training Courses Platinum Enterprise customers will have access to the following:

Annual Training Health Check per year

Each customer will receive one onsite workshop per year (must be taken within first 90 days of maintenance contract date). Offering will include a 2


day onsite learning architect to analyze current learning strategy and learning needs. A report of findings with specific recommendations will be provided.

Access to Public Virtual Class schedule for all users

Classes will be 2 – 4 hours in length and will be held weekly or bi-weekly (based on demand we can scale up the number of classes scheduled) and will consist of any topic from our core curriculum that can be taught virtually.

40 hours of dedicated Virtual Classes per year

Each customer will receive 40 hours of dedicated training conducted virtually by a learning consultant (access to 10 hours per quarter during the active maintenance contract period). Sessions will need to be booked in advance and will need to be booked in a minimum of 2 hour increments. Customer can choose any topic that we currently offer to be deployed in this manner and can pay extra to have course configured or customized before delivery.

Extended Support for Qualified Products PTC customers, who purchase a Gold or Platinum Enterprise Support contract, receive Standard Support starting from the first customer shipment date (FCS) of a specific software release. For specific Windchill products, as shown in the PTC Product Release Calendar, Standard Support is available for 4 years from FCS. When Standard Support expires, active maintenance support customers will continue to receive Sustained Support at the standard maintenance support fees for as long as you own the product and remain active in a maintenance support program.

For qualified Windchill products, customers may extend their Maintenance Support coverage to include SPR fixes for that specific release by purchasing an Extended Support contract for 1 additional year unless the customer is on the Platinum Enterprise Program. Extended Support refers to the period during which PTC provides many of the same services as Standard Support. It is only available for certain PTC products and software releases (see PTC Product Release Calendar for a complete list). Extended Support includes SPR fixes via temporary patches or special maintenance releases.

Technical Support Account Manager One of the most valuable premium service offerings is a Technical Support Account Manager (TSAM). The TSAM delivers fundamental support management services by providing customers with a single point for contact within PTC Technical Support for oversight and issue prioritization. The


TSAM serves as your liaison to the extended PTC team shown in the next illustration.

The TSAM manages existing issues that have been reported to PTC Technical Support through traditional PTC tools. By using the call logging and tracking mechanisms and by purchasing the TSAM Service, customers experience focused, dedicated attention. At the same time, customers take advantage of the broad range of skills offered by our Technical Support Engineers worldwide.

In additional to fundamental management services, the TSAM manages any further service offerings purchased, such as a Dedicated Technical Support Engineer (DTSE). The TSAM can manage any issue through organizations like PTC Research and Development, PTC Product Management, as well as PTC Global Services and Sales. This combination of allies represents a successful, powerful, and proven advantage for participating customers.

Customers can call the TSAM directly for escalation or status of any technical issues relating to the PTC software experienced at your site. The TSAM will marshal the necessary PTC resources to address issues with efficiency and to expedite the resolution with minimal impact to your business.

In most cases a TSAM is assigned to more than one account. If the TSAM’s devoted time goes beyond the expected 30% per account, such as multiple site accounts requiring multiple contacts and coordination work, customers may need to purchase another TSAM.

TSAM Qualifications PTC Technical Support personnel selected for a position of

Technical Support Account Manager (TSAM) must meet the following qualifications before the selection process begins:

Highly qualified engineer.

Trained in the use of applicable key products.

Language skills appropriate to your site for English, German, French, Japanese, Mandarin & Korean speakers. For other languages Technical Support strives to provide service in your native language.

• Located in a PTC office that optimizes a successful relationship.

Customer Participation in the TSAM Service Manager Point of Contact (MPOC)


To deliver the TSAM Service successfully, you must identify a Management Point of Contact (MPOC) as the counterpart to the PTC TSAM.

This MPOC, who ideally is from your internal help desk, participates in the delivery of all the services. Their relationship with the assigned TSAM is the key to the success of the service.

The MPOC’s main responsibilities include the following:

• Prioritize calls and Software Performance Reports (SPRs) according business needs

• Agree on target dates for SPR resolution with the TSAM

• Keep the TSAM aware of the account status

• Administer the Customer Configuration Profile with the TSAM

Therefore, the recommended qualifications include the following:

• An excellent understanding of the hardware and software environment, and business processes.

• Enough responsibility or efficient escalation channels within the organization to make major decisions on software upgrades, configuration changes, and related matters.

• Availability throughout the year to participate effectively in the different aspects of the TSAM Service.

• Control over the internal help desk. Ideally, the MPOC manages the internal help desk.

Technical Point of Contact (TPOC)

Depending on the way a company/organization is structured, and on the scope that is is being covered by the TSAM, additional Point of Contacts may be required.

If multiple sites or Business Units are included in that scope, a Point of Contact may be identified at each site. Similarly if many PTC products are included in that scope, a Point of Contacts may be identified per product.

These additional Points of Contacts should still be under the umbrella of the Management Point of Contact (MPOC). They are welcome to join the bi-weekly TSAM Conference Call and can contact the TSAM for escalation purposes, but the MPOC remains the primary contact for the TSAM and is the decision maker in case of conflict in priorities.


Kick-Off Meeting for the TSAM Service After PTC assigns a TSAM and a Manager Point of Contact (MPOC) is assigned by the customer, a kick-off meeting takes place. Involving managers from both sides, this meeting provides an opportunity to begin many facets of the premium service.

This kick-off meeting can take from one to two days on your site, at a PTC office, or electronically. The DTSE may stay up to a week at your site to become more familiar with the technical environment. TSAM Travel and lodging costs will be cross-charged to your site.

Services Delivered by the TSAM The varied services offered by the Technical Support Account Manager (TSAM) are described in this section.

Please note the TSAM will dedicate, on average, 30 percent of his time to this service over the contract period. If more than 30% is required to complete all of these TSAM activities, a prioritized list of actions will have to be agreed upon with the Point of Contact.

Privileged Relationship Direct Access to the TSAM Each Technical Point of Contact has direct access to his Technical Support Account Manager (TSAM) during business hours. Direct telephone extensions will be determined and agreed upon case by case. Alternatively, pager or cell phone numbers will be available. These numbers simplify the access to the TSAM for any call or SPR escalation or for any topic that needs attention.

Awareness of the Customer Environment A key to a successful TSAM engagement is the awareness of your business and technical environment:

• your business needs that are being addressed by PTC solutions, along with the remaining challenges

• the ongoing projects (implementation, pilots, …) with the associated milestones, deliverables, risks, …

• hardware and software being used: releases, upgrade plans, …

As part of the TSAM Service, Technical Support uses a Customer Configuration Profile system (CCP) through a secure Windchill ProjectLink project. This project is used as a repository for up-to-date information on your environment (hardware & software).


Note: ProjectLink is a web-based document management system including project management features with access control rules, file versioning, and email notification systems. There is no requirement for you to buy a Windchill ProjectLink license for this PTC product.

Process: Understanding the Customer Environment

The Manager Point of Contact (MPOC) works with the TSAM to provide a clear and accurate description of your environment. The MPOC can input information into templates set up in the CCP.

These templates provide formats for each of the software implementations used at your site, including, but not limited to, the following information:

• The releases of PTC software: Windchill, Pro/INTRALINK, Pro/ENGINEER

• The third-party components and their releases: Oracle, web servers, servlet engines, corporate LDAP systems

• The hardware and operating systems on which each of the components is running

• The other software being integrated with the PTC software: CAD systems, ERP systems

• The Manager Point of Contact (MPOC) is responsible for keeping the Customer Configuration Profile up to date. For example, information from any Global Services startup engagement can be transferred into the Customer Configuration Profile system.

• Detailed instructions on the use of the Customer Configuration Profile system are available from the TSAM and will be discussed during the kick-off visit.

Issue Management & Resolution Biweekly TSAM Conference Call

To ensure alignment of your expectations with the activities of the TSAM, regularly scheduled telephone calls will take place between the TSAM and the Management Point of Contact (MPOC) at the customer site. Additional Technical Point of Contacts (TPOC) or PTC individuals (from pre-sales, Global Services or Technical Support) may be invited to join these conference calls.

Process: Biweekly Phone Call with the TSAM

The frequency of the telephone calls are typically biweekly, at a date and time agreed upon, for instance first and third Monday of each month.. The call lasts


from one to two hours, but it can vary with the activity. The frequency can be increased depending on the situation.

Topics—Reviews include but are not be limited to these items:

Ongoing calls—Status, priority, next step,

Software Performance Reports (SPRs)—Commit builds, severity, targeted Maintenance Release to include the fix.

Schedule and roadmap alignment: Estimated delivery dates for PTC Releases and Maintenance Releases, customer major milestones (upgrade or migration plans)

Discussion—Topics proposed by the Manager Point of Contact (MPOC) or the Technical Support Account Manager (TSAM)

Meeting Minutes—The TSAM generates the meeting minutes and related materials by end of the next business day. The MPOC has two (2) business days after the receipt of the minutes to ask for corrections.

Responsibilities—The TSAM and MPOC work together to ensure agreed upon actions are completed on time.

Prioritized Management of SPRs As always, PTC makes reasonable efforts to provide software corrections to critical Software Performance Reports (SPRs) based on the severity of their impact. The TSAM acts as a liaison with PTC technical staff (TS Engineers and R&D developers mainly) to optimize resolution of those critical issues.

Throughout the duration of the TSAM Service, your MPOC must notify the TSAM of any change or update to the ongoing implementations or upgrades of software and hardware, including rollout or phase schedules. Timely observance and communication of target dates (mainly starting dates of the validation and production phases) on both sides is critical to the success of this service item.

Process: Prioritizing SPRs

The TSAM addresses implementation plans and customer requirements before adopting a specific release of software. The list of high severity Software Performance Reports (SPRs) targeted for a fix during the validation or production phases are managed during the biweekly phone call. The TSAM will relay the information back to TS and R&D, to ensure that the large majority of these identified SPRs are indeed addressed in the target Maintenance Release.


TSAM limitations with Enhancement Requests For software Enhancement Requests, TSAM responsibilities are limited to generating a formal Report and delivering it to your Management Point of Contact. This indeed is one of the deliverables of the biweekly TSAM conference call .

For enhancements deemed critical to your production plans, it is your responsibility to either raise it to PTC Product Management (through the PTC web tools) or through your PTC Sales Representative.

Improved Support Performance on Calls and SPRs

Management of calls and Software Performance Reports (SPRs) is a key activity to be measured and controlled. The following metrics are considered most critical and directly representative of customer satisfaction. These metrics are broken down by products when appropriate and made available to your Manager Point of Contact (MPOC) on a regular basis.

Number of calls and SPRs Parsed by month, these numbers provide an overview of the activity at a customer site.

Percentage of calls resolved in one day, one week … This metric, focused on Calls that do not generate SPRs, is representative of technical skills and efficiency of the Technical Support personnel.

Percentage of SPRs fixed Based upon the list of high severity SPRs to be fixed. This metric represents the percentage of SPRs fixed for the given target Release.

Percentage of SPRs resolved in 1 month, 3 months … This metric is representative of both the technical skills and the efficiency of the combined Technical Support and R&D personnel.

These Metrics will be formally reviewed on a quarterly basis with the MPOC, and corrective actions will be identified.

Yearly onsite review meeting An onsite review meeting will take place annually, targeted towards review and analysis of that year:

• Formal quantitative review of the TSAM Metrics listed in the previous section

• Qualitative review: escalations throughout the year, what worked well, what did not and could improve …


• Identification of modified or additional goals for the coming year, if the TSAM Engagement is a multi-year one or if it is being renewed

Backup Support for TSAMs Backup support is provided for both planned and unplanned absences for a TSAM. In both cases, the Manager Point of Contact (MPOC) will be notified. For planned absences, such as vacation, training, and jury duty, two weeks’ notice will be given. Another qualified TSAM will conduct the daily responsibilities and complete activities. For unplanned absence, such as sickness and bereavement, the MPOC will be notified immediately and another TSAM will take over.


Dedicated Technical Support Engineer The Technical Support Account Manager (TSAM) Service is a prerequisite for the Dedicated Technical Support Engineer (DTSE) Service, a separate and optional offering by PTC Technical Support. The DTSE Service is available in conjunction with the TSAM Service and forms a partnership with internal PTC teams. This extended service focuses on technical issues that are strategic to your success. Available for any of the main product lines,, the DTSE Service includes one or more individuals, depending on the products used, the number of licenses, and complexity of the implementation dedicated to the account. The DTSE Service focuses on call processing and Software Performance Report (SPR) prioritization and works closely with the Technical Support Account Manager (TSAM) and PTC teams as required.

The DTSE Service does not replace services offered by PTC Global Services, such as customization or lifecycle management. To learn more about the consulting services offered by the Global Services organization, see http://www.ptc.com/services/consult/index.htm.

DTSE Qualifications PTC Technical Support employees selected for a position of Dedicated Technical Support Engineer (DTSE) meet the following qualifications:

• Highly qualified engineer

• Senior Technical Support Engineer (STSE) or above, which implies technical skills and experience on projects involving different organizations, such as Research and Development and Global Services.

• Outstanding technical skills in the area of expertise based on customer requirements

• Language skills appropriate to the customer site for English, German, and French. For Italian, Japanese, and Chinese. Technical Support strives to provide service in native language. Other languages will not be covered.

• Located in a PTC office that works best for the customer site and for the success of the DTSE Service. The location is subject to the discretion of PTC Technical Support management.

Backup Support for DTSEs Backup support is provided for both planned and unplanned absences for a Dedicated Technical Support Engineers (DTSE). In both cases, the Manager


http://www.ptc.com/services/consult/index.htm

Point of Contact (MPOC) will be notified. For planned absences, such as vacation, training, and jury duty, two weeks’ notice will be given. Another qualified DTSE will conduct the daily responsibilities and complete activities. For unplanned absence, such as sickness and bereavement, the MPOC is notified immediately and another DTSE takes over.

Kick-Off Meeting for DTSE Service After the PTC Technical Support Account Manager (TSAM), the Dedicated Technical Support Engineer (DTSE), and your in-house designated Manager Point of Contact (MPOC) for the customer site have been identified, a kick-off meeting takes place. Involving managers from both sides, this meeting begins many facets of the premium service:

Everyone meets to initiate an efficient working relationship.

The customer presents a summary of its work environment:

- At a high level—Business needs, schedule for implementation of PTC products, and organizational structure

- At a technical level—Software used, level of customization, hardware and software environment

PTC presents how each part of the TSAM Service and DTSE Service will be executed.

This kick-off meeting can take from one to two days onsite, at a PTC office, or electronically. The DTSE may stay up to a week at your site to become more familiar with the technical environment. Travel and lodging costs will be cross-charged to the custsomer.

Services Delivered by the DTSE The varied services offered by the Dedicated Technical Support Engineer (DTSE) are described in this section.

Direct Access to the DTSE Each site has direct access to its Dedicated Technical Support Engineer (DTSE) during business hours. Direct telephone extensions will be determined and agreed upon case by case. Alternatively, pager or cell phone numbers will be available. These numbers simplify the access to the DTSE, who delivers the dedicated technical services.

Awareness of the Customer Environment in Technical Services The Dedicated Technical Support Engineer (DTSE) has access to the Customer Configuration Profile project created and maintained by your


Manager Point of Contact (MPOC) with the assistance of the Technical Support Account Manager (TSAM). This configuration profile develops awareness of your configurations for services delivered.

Remote Access to Your System Remote access by PTC to your computer systems, using technologies for troubleshooting, efficiently handles highly critical issues. The option of remote access is part of the Dedicated Technical Support Engineer (DTSE) Service. Security, confidentiality, and the use of the remote connection are explained in the next section

Process: Remote Access Whenever remote access is deemed necessary by the DTSE and accepted by your Manager Point of Contact (MPOC), a remote connection is established for fast access to the required information. Typical situations for remote access are:

An irreproducible issue of long duration without a clear resolution

A critical issue, such as a system down, requiring rapid resolution

Security—Security features and tools on your network can prevent a remote system from working. The installation and use of remote connections is highly dependent on the security at your site.

Note: PTC Technical Support uses WebEx OnCall technology and would be pleased to discuss the use of alternative technology with you.

Confidentiality—PTC provides a nondisclosure agreement to manage proprietary and confidential data. If you decline to sign the standard PTC “Nondisclosure Agreement,” you may waive remote access as a feature of premium services. A waiver does not entitle you to any discount or refund in respect to the DTSE Service.

Use of remote access—The decision to use a remote connection to access your system is at the discretion of the DTSE in consultation with your Manager Point of Contact (MPOC). This connection may not be used to transfer tasks to PTC, including but not limited to, installation of software or patches and migration of applications. PTC or the DTSE cannot be held responsible for an activity conducted by PTC through electronic access to your system. Any such activity is considered sanctioned and endorsed by virtue of the access privileges granted to the DTSE.

Duplication of System Configuration For the Dedicated Technical Support Engineer (DTSE), having access to a system (hardware and software) similar your configuration within the PTC network provides for a faster and more efficient duplication and resolution of issues. Technical Support will set up a system reproducing your work


environment as part of the Dedicated Technical Support Engineer (DTSE) Service.

Process: Replication of Systems A perfect replication of your system may not be realistic, considering the complexity and variety of components, whether hardware or software. This service is subject to the following rules and limits, which are only examples and not an exhaustive list. The Dedicated Technical Support Engineer (DTSE) will duplicate your system and synthesize your environment as completely as possible. PTC reserves the right to limit this activity. Full disclosure of these limitations will be provided to the Manager Point of Contact (MPOC). The MPOC must communicate relevant system changes to your DTSE to ensure accurate upgrades to the model of your environment.

PTC software—PTC product releases will be installed, for instance, Pro/INTRALINK 3.2 MOR2 or Windchill 6.2.6 DSU6. Customer-specific patches will also be installed.

Third-party components—For software requiring third-party products, such as web servers, servlet engines, Java virtual machines, and LDAP servers, the releases that you use will be installed if PTC incurs no extra cost.

Site-specific architecture—Runtime architecture, including load-balancing servers, duplicate-method servers, and the like will not be duplicated.

Hardware—Reasonable efforts will be made to duplicate the hardware environment, for example, the same platform (NT or SUN or HP) with the same release of the operating system. For very specific hardware, such as high-end servers with multi-CPUs, Technical Support will not purchase the same hardware and will limit the efforts to a similar type of hardware

Database—If confidentiality is not an issue, your database or a meaningful subset when very large (hundreds of MB) will be available within Technical Support. PTC will not store external file vaults or Oracle blobs containing extensive data. A sample part set will be considered. For some software, such as Pro/INTRALINK, an alternative to very large databases exists, which is to only include the objects’ metadata in a copy of the database.

Customization—Neither the standard PTC support services nor the additional TSAM or DTSE services includes the support of customized products, whether through Pro/TOOLKIT, Pro/INTRALINK Toolkit, or Windchill Information Modeler.

Accessing the customized products can be of great help when troubleshooting issues and identifying root causes. For this reason, the customization, or a subset, should be made available to the Dedicated Technical Support Engineer (DTSE). In some situations, this access saves time when comparing the software behavior with and without the customization.


Application of the customization in the replication process is at the discretion of the DTSE. In many cases, diagnosis of core software issues can be detrimentally affected by the customization.

Deliverables and Associated Metrics As specified earlier, Technical Support uses the Customer Configuration Profile system through the PTC Windchill ProjectLink site. The information stored in this project is reviewed by the Technical Support Engineer (TSE) or Dedicated Technical Support Engineer (DTSE) and used to simulate your work environment. Databases and customization packages can also be uploaded to this site for easy access and update.

Limitations of the DTSE Service PTC makes reasonable efforts to match your system configurations. However, cost of software and hardware as well as size of databases and customizations set boundaries for the duplication. Your Manager Point of Contact (MPOC) is responsible for informing the Dedicated Technical Support Engineer (DTSE) of any changes in your configuration and for updating the information in Windchill ProjectLink.

The DTSE Service does not guarantee daily access and use of a duplicated system environment. This option is reserved for faster and more efficient handling of difficult issues that are not reproducible on a standard installation and require deep troubleshooting. In some cases, investigation on the PTC system may be of little use. The DTSE will judge whether use of the PTC system is the most efficient way to troubleshoot an issue.

Remember that if you run many instances of Windchill in production on different configurations, whether different hardware, software, database, or customization, the duplication of all the environments will be impossible. You must select the key two or three configurations to which the DTSE will have access.

.

Weekend Technical Support Service Weekend Support Service—occasional or permanent—minimizes disruption to productivity and provides access to Technical Support Engineers. This service includes the following tasks:

• Update production systems during off-peak times

• Install and migrate new releases or datecodes

• A two-week notice is required.


• A Technical Support representative proactively opens a call and helps plan a successful completion of tasks.

Purchasing Information For questions regarding a PTC Premium Service, please contact your Technical Support Center for more information. A summary of TSAM and DTSE services follows in the next section.

To purchase any of these premium services, please contact your maintenance representative.

To contact PTC Technical Support or Maintenance, see the worldwide phone numbers at http://www.ptc.com/support/cs_guide/cs_guide.en.pdf - PTC_Support_and_Services_Worldwide_Conta.


http://www.ptc.com/support/cs_guide/cs_guide.en.pdf#PTC_Support_and_Services_Worldwide_Conta

http://www.ptc.com/support/cs_guide/cs_guide.en.pdf#PTC_Support_and_Services_Worldwide_Conta

Summary of TSAM and DTSE Services Customers can purchase additional services to complement the Technical Support Account Manager (TSAM) or Dedicated Technical Support Engineer (DTSE) services. The next two tables provide information to help you decide the level of service most appropriate to your business. The first table summarizes TSAM and DTSE services, while the second table describes the extent and limits of the services.

TSAM and DTSE Service

Level 1 TSAM

Level 2 TSAM + DTSE

Service TSAM Technical Support Account Manager

DTSE Dedicated Technical Support Engineer

Direct access to designated individuals Yes Yes

Awareness of Your Work Environment Yes / Operational Yes / Technical

Biweekly TSAM phone call Yes

Prioritized management for fix of critical SPRs Yes

Remote access to your system Yes

Duplication of your system (limited) Yes


By knowing the extent and limits to the TSAM and DTSE services, you can ensure that you have the appropriate technical support coverage.

Extent and Limits of TSAM and DTSE Services

Service Comment and Limitation

Native language Available in English, German, and French. Reasonable efforts will be made for Italian, Japanese, and Chinese. Other languages are not available.

Medium and low SPRs No commitment in terms of fixes. The Technical Support Account Manager (TSAM) reviews all medium and low SPRs.

Management of product enhancements

Limited to providing regular Reports on Enhancement Requests submitted by the customer.

Onsite support Not included in any premium service. Such a service is offered by PTC Global Services. The Dedicated Technical Support Engineer (DTSE) can work on this assignment if you fund it.

Remote access to your systems

May be undeliverable. Security, such as a firewall or confidentiality issues, can prevent this service. If remote access is possible, its use is at the discretion of the DTSE.

Customization of hardware and software

Not part of the Technical Support Account Manager (TSAM) Service. Reasonable efforts will be made to duplicate your environment to accelerate resolution of critical issues.


Service Comment and Limitation

Weekend Support For additional weekend support options, contact your sales or maintenance representative.

Migration Support Not included but available in a separate package. The Technical Support Account Manager (TSAM) and the Dedicated Technical Support Engineer (DTSE) will work with Global Services if you purchase a migration support package.

Copyright © 2008 Parametric Technology Corporation. All Rights Reserved. User and training documentation from Parametric Technology Corporation (PTC) is subject to the copyright laws of the United States and other countries and is provided under a license agreement that restricts copying, disclosure, and use of such documentation. PTC hereby grants to the licensed user the right to make copies in printed form of this documentation if provided on software media, but only for internal/personal use and in accordance with the license agreement under which the applicable software is licensed. Any copy made shall include the PTC copyright notice and any other proprietary notice provided by PTC. This documentation may not be disclosed, transferred, modified, or reduced to any form, including electronic media, or transmitted or made publicly available by any means without the prior written consent of PTC and no authorization is granted to make copies for such purposes.

Information described herein is furnished for general information only, is subject to change without notice, and should not be construed as a warranty or commitment by PTC. PTC assumes no responsibility or liability for any errors or inaccuracies that may appear in this document.

The software described in this document is provided under written license agreement, contains valuable trade secrets and proprietary information, and is protected by the copyright laws of the United States and other countries. It may not be copied or distributed in any form or medium, disclosed to third parties, or used in any manner not provided for in the software licenses agreement except with written prior approval from PTC. UNAUTHORIZED USE OF SOFTWARE OR ITS DOCUMENTATION CAN RESULT IN CIVIL DAMAGES AND CRIMINAL PROSECUTION.

Registered Trademarks of Parametric Technology Corporation or a Subsidiary Advanced Surface Design, Behavioral Modeling, CADDS, Computervision, CounterPart, EPD, EPD.Connect, Expert Machinist, Flexible Engineering, HARNESSDESIGN, Info*Engine, InPart, MECHANICA, Optegra, Parametric Technology, Parametric Technology Corporation, PartSpeak, PHOTORENDER, Pro/DESKTOP, Pro/E, Pro/ENGINEER, Pro/HELP, Pro/INTRALINK, Pro/MECHANICA, Pro/TOOLKIT, Product First, PTC, PT/Products, Shaping Innovation, and Windchill.

Trademarks of Parametric Technology Corporation or a Subsidiary 3DPAINT, Associative Topology Bus, AutobuildZ, CDRS, Create Collaborate Control, CV, CVact, CVaec, CVdesign, CV-DORS, CVMAC, CVNC, CVToolmaker, DataDoctor, DesignSuite, DIMENSION III, DIVISION, e/ENGINEER, eNC Explorer, Expert MoldBase, Expert Toolmaker, GRANITE, ISSM, KDiP, Knowledge Discipline in Practice, Knowledge System Driver, ModelCHECK, MoldShop, NC Builder, Pro/ANIMATE, Pro/ASSEMBLY, Pro/CABLING, Pro/CASTING, Pro/CDT, Pro/CMM, Pro/COLLABORATE, Pro/COMPOSITE, Pro/CONCEPT, Pro/CONVERT, Pro/DATA for PDGS, Pro/DESIGNER, Pro/DETAIL, Pro/DIAGRAM, Pro/DIEFACE, Pro/DRAW, Pro/ECAD, Pro/ENGINE, Pro/FEATURE, Pro/FEM-POST, Pro/FICIENCY, Pro/FLY-THROUGH, Pro/HARNESS, Pro/INTERFACE, Pro/LANGUAGE, Pro/LEGACY, Pro/LIBRARYACCESS, Pro/MESH, Pro/Model.View, Pro/MOLDESIGN, Pro/NC-ADVANCED, Pro/NC-CHECK, Pro/NC-MILL, Pro/NCPOST, Pro/NC-SHEETMETAL, Pro/NC-TURN, Pro/NC-WEDM, Pro/NC-Wire EDM, Pro/NETWORK ANIMATOR, Pro/NOTEBOOK, Pro/PDM,


Pro/PHOTORENDER, Pro/PIPING, Pro/PLASTIC ADVISOR, Pro/PLOT, Pro/POWER DESIGN, Pro/PROCESS, Pro/REPORT, Pro/REVIEW, Pro/SCAN-TOOLS, Pro/SHEETMETAL, Pro/SURFACE, Pro/VERIFY, Pro/Web.Link, Pro/Web.Publish, Pro/WELDING, Product Development Means Business, ProductView, PTC Precision, Shrinkwrap, Simple Powerful Connected, The Product Development Company, The Way to Product First, Wildfire, Windchill DynamicDesignLink, Windchill PartsLink, Windchill PDMLink, Windchill ProjectLink, and Windchill SupplyLink.

Patents of Parametric Technology Corporation or a Subsidiary Registration numbers and issue dates follow. Additionally, equivalent patents may be issued or pending outside of the United States. Contact PTC for further information. 6,665,569 B1 16-December-2003 6,625,607 B1 23-September-2003 6,580,428 B1 17-June-2003 GB2354684B 02-July-2003 GB2384125 15-October-2003 GB2354096 12-November-2003 6,608,623 B1 19 August 2003 GB2353376 05-November-2003 GB2354686 15-October-2003 6,545,671 B1 08-April-2003 GB2354685B 18-June-2003

6,608,623 B1 19 August 2003 6,473,673 B1 29-October-2002 GB2354683B 04-June-2003 6,447,223 B1 10-Sept-2002 6,308,144 23-October-2001 5,680,523 21-October-1997 5,838,331 17-November-1998 4,956,771 11-September-1990 5,058,000 15-October-1991 5,140,321 18-August-1992 5,423,023 05-June-1990

4,310,615 21-December-1998 4,310,614 30-April-1996 4,310,614 22-April-1999 5,297,053 22-March-1994 5,513,316 30-April-1996 5,689,711 18-November-1997 5,506,950 09-April-1996 5,428,772 27-June-1995 5,850,535 15-December-1998 5,557,176 09-November-1996 5,561,747 01-October-1996

Third-Party Trademarks Adobe is a registered trademark of Adobe Systems. Advanced ClusterProven, ClusterProven, and the ClusterProven design are trademarks or registered trademarks of International Business Machines Corporation in the United States and other countries and are used under license. IBM Corporation does not warrant and is not responsible for the operation of this software product. AIX is a registered trademark of IBM Corporation. Allegro, Cadence, and Concept are registered trademarks of Cadence Design Systems, Inc. Apple, Mac, Mac OS, and Panther are trademarks or registered trademarks of Apple Computer, Inc. AutoCAD and Autodesk Inventor are registered trademarks of Autodesk, Inc. Baan is a registered trademark of Baan Company. CADAM and CATIA are registered trademarks of Dassault Systemes. COACH is a trademark of CADTRAIN, Inc. DOORS is a registered trademark of Telelogic AB. FLEXlm is a trademark of Macrovision Corporation. Geomagic is a registered trademark of Raindrop Geomagic, Inc. EVERSYNC, GROOVE, GROOVEFEST, GROOVE.NET, GROOVE NETWORKS, iGROOVE, PEERWARE, and the interlocking circles logo are trademarks of Groove Networks, Inc. Helix is a trademark of Microcadam, Inc. HOOPS is a trademark of Tech Soft America, Inc. HP-UX is a registered trademark and Tru64 is a trademark of the Hewlett-Packard Company. I-DEAS, Metaphase, Parasolid, SHERPA, Solid Edge, and Unigraphics are trademarks or registered trademarks of Electronic Data Systems Corporation (EDS). InstallShield is a registered trademark and service mark of InstallShield Software Corporation in the United States and/or other countries. Intel is a registered trademark of Intel Corporation. IRIX is a registered trademark of Silicon Graphics, Inc. LINUX is a registered trademark of Linus Torvalds. MatrixOne is a trademark of MatrixOne, Inc. Mentor Graphics and Board Station are registered trademarks and 3D Design, AMPLE, and Design Manager are trademarks of Mentor Graphics Corporation. MEDUSA and STHENO are trademarks of CAD Schroer GmbH. Microsoft, Microsoft Project, Windows, the Windows logo, Windows NT, Visual Basic, and the Visual Basic logo are registered trademarks of Microsoft Corporation in the United States and/or other countries. Netscape and the Netscape N and Ship's Wheel logos are registered trademarks of Netscape Communications Corporation in the U.S. and other countries. Oracle is a registered trademark of Oracle Corporation. OrbixWeb is a registered trademark of IONA Technologies PLC. PDGS is a registered trademark of Ford Motor Company. RAND is a trademark of RAND Worldwide. Rational Rose is a registered trademark of Rational Software


Corporation. RetrievalWare is a registered trademark of Convera Corporation. RosettaNet is a trademark and Partner Interface Process and PIP are registered trademarks of “RosettaNet,” a nonprofit organization. SAP and R/3 are registered trademarks of SAP AG Germany. SolidWorks is a registered trademark of SolidWorks Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. in the United States and in other countries. Products bearing SPARC trademarks are based upon an architecture developed by Sun Microsystems, Inc. Sun, Sun Microsystems, the Sun logo, Solaris, UltraSPARC, Java and all Java based marks, and “The Network is the Computer” are trademarks or registered trademarks of Sun Microsystems, Inc. in the United States and in other countries. TIBCO, TIBCO Software, TIBCO ActiveEnterprise, TIBCO Designer, TIBCO Enterprise for JMS, TIBCO Rendezvous, TIBCO Turbo XML, TIBCO Business Works are the trademarks or registered trademarks of TIBCO Software Inc. in the United States and other countries. WebEx is a trademark of WebEx Communications, Inc. Third-Party Technology Information Certain PTC software products contain licensed third-party technology: Rational Rose 2000E is copyrighted software of Rational Software Corporation. RetrievalWare is copyrighted software of Convera Corporation. VisTools library is copyrighted software of Visual Kinematics, Inc. (VKI) containing confidential trade secret information belonging to VKI. HOOPS graphics system is a proprietary software product of, and is copyrighted by, Tech Soft America, Inc. G-POST is copyrighted software and a registered trademark of Intercim. VERICUT is copyrighted software and a registered trademark of CGTech. Pro/PLASTIC ADVISOR is powered by Moldflow technology. Moldflow is a registered trademark of Moldflow Corporation. The JPEG image output in the Pro/Web.Publish module is based in part on the work of the independent JPEG Group. DFORMD.DLL is copyrighted software from Compaq Computer Corporation and may not be distributed. METIS, developed by George Karypis and Vipin Kumar at the University of Minnesota, can be researched at http://www.cs.umn.edu/~karypis/metis. METIS is © 1997 Regents of the University of Minnesota. LightWork Libraries are copyrighted by LightWork Design 1990–2001. Visual Basic for Applications and Internet Explorer is copyrighted software of Microsoft Corporation. Parasolid © Electronic Data Systems (EDS). Windchill Info*Engine Server contains IBM XML Parser for Java Edition and the IBM Lotus XSL Edition. Pop-up calendar components Copyright © 1998 Netscape Communications Corporation. All Rights Reserved. TECHNOMATIX is copyrighted software and contains proprietary information of Technomatix Technologies Ltd. Technology "Powered by Groove" is provided by Groove Networks, Inc. Technology "Powered by WebEx" is provided by WebEx Communications, Inc. Oracle 8i run-time and Oracle 9i run-time, Copyright © 2002–2003 Oracle Corporation. Oracle programs provided herein are subject to a restricted use license and can only be used in conjunction with the PTC software they are provided with. Apache Server, Tomcat, Xalan, and Xerces are technologies developed by, and are copyrighted software of, the Apache Software Foundation (http://www.apache.org) – their use is subject to the terms and limitations at: http://www.apache.org/LICENSE.txt. Acrobat Reader is copyrighted software of Adobe Systems Inc. and is subject to the Adobe End-User License Agreement as provided by Adobe with those products. UnZip (© 1990-2001 Info-ZIP, All Rights Reserved) is provided “AS IS” and WITHOUT WARRANTY OF ANY KIND. For the complete Info-ZIP license see ftp://ftp.info-zip.org/pub/infozip/license.html. Gecko and Mozilla components are subject to the Mozilla Public License Version 1.1 at http://www.mozilla.org/MPL. Software distributed under the MPL is distributed on an "AS IS" basis, WITHOUT WARRANTY OF ANY KIND, either expressed or implied. See the MPL for the specific language governing rights and limitations. The Java™ Telnet Applet (StatusPeer.java, TelnetIO.java, TelnetWrapper.java, TimedOutException.java), Copyright © 1996, 97 Mattias L. Jugel, Marcus Meißner, is redistributed under the GNU General Public License. This license is from



the original copyright holder and the Applet is provided WITHOUT WARRANTY OF ANY KIND. You may obtain a copy of the source code for the Applet at http://www.mud.de/se/jta (for a charge of no more than the cost of physically performing the source distribution), by sending e-mail to [email protected] or [email protected]—you are allowed to choose either distribution method. The source code is likewise provided under the GNU General Public License. GTK+The GIMP Toolkit are licensed under the GNU LGPL. You may obtain a copy of the source code at http://www.gtk.org, which is likewise provided under the GNU LGPL. zlib software Copyright © 1995-2002 Jean-loup Gailly and Mark Adler. OmniORB is distributed under the terms and conditions of the GNU General Public License and GNU Library General Public License. The Java Getopt.jar, copyright 1987-1997 Free Software Foundation, Inc.; Java Port copyright 1998 by Aaron M. Renn ([email protected]), is redistributed under the GNU LGPL. You may obtain a copy of the source code at http://www.urbanophile.com/arenn/hacking/download.html. The source code is likewise provided under the GNU LGPL. Mozilla Japanese localization components are subject to the Netscape Public License Version 1.1 (at http://www.mozilla.org/NPL). Software distributed under NPL is distributed on an "AS IS" basis, WITHOUT WARRANTY OF ANY KIND, either expressed or implied (see the NPL for the specific language governing rights and limitations). The Original Code is Mozilla Communicator client code, released March 31, 1998 and the Initial Developer of the Original Code is Netscape Communications Corporation. Portions created by Netscape are Copyright © 1998 Netscape Communications Corporation. All Rights Reserved. Contributors: Kazu Yamamoto ([email protected]), Ryoichi Furukawa ([email protected]), Tsukasa Maruyama ([email protected]), Teiji Matsuba ([email protected]).

UNITED STATES GOVERNMENT RESTRICTED RIGHTS LEGEND This document and the software described herein are Commercial Computer Documentation and Software, pursuant to FAR 12.212(a)-(b) (OCT’95) or DFARS 227.7202-1(a) and 227.7202-3(a) (JUN’95), is provided to the US Government under a limited commercial license only. For procurements predating the above clauses, use, duplication, or disclosure by the Government is subject to the restrictions set forth in subparagraph (c)(1)(ii) of the Rights in Technical Data and Computer Software Clause at DFARS 252.227-7013 (OCT’88) or Commercial Computer Software-Restricted Rights at FAR 52.227-19(c)(1)-(2) (JUN’87), as applicable. 012304

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