PDF《Parametric Technology Corporation》

Parametric Technology Corporation PTC ? Premium Services Guide Technical Support Options July

2010 Copyright ?

2010 Parametric Technology Corporation and/or Its Subsidiary Companies.

All Rights Reserved. User and training guides and related documentation from Parametric Technology Corporation and its subsidiary companies (collectively PTC ) are subject to the copyright laws of the United States and other countries and are provided under a license agreement that restricts copying, disclosure, and use of such documentation. PTC hereby grants to the licensed software 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. Training materials may not be copied without the express written consent of 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. PTC regards software piracy as the crime it is, and we view offenders accordingly. We do not tolerate the piracy of PTC software products, and we pursue (both civilly and criminally) those who do so using all legal means available, including public and private surveillance resources. As part of these efforts, PTC uses data monitoring and scouring technologies to obtain and transmit data on users of illegal copies of our software. This data collection is not performed on users of legally licensed software from PTC and its authorized distributors. If you are using an illegal copy of our software and do not consent to the collection and transmission of such data (including to the United States), cease using the illegal version, and contact PTC to obtain a legally licensed copy. Important Copyright, Trademark, Patent, Licensing, and Data Collection Information: ? For Windchill products, select About Windchill at the bottom of the product page. ? For CADDS 5, click the i button on the main menu. ? For InterComm products, on the Help main page, click the link for Copyright. ? For other products, click Help >

About on the main menu of the product. ? For products with an Application button, click the button and then navigate to the product information. 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), and are 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.

04012010 Parametric Technology Corporation,

140 Kendrick Street, Needham, MA

02494 USA iii Contents 1. Introduction to Premium Support Services.1 Legal Aspects of Premium Services.1 Nondisclosure Agreements.1 Terminology

2 2. Planned Weekend Technical Support.3 3. Extended Support for Qualified Products

4 4. Technical Support Account Manager

5 TSAM Qualifications

5 Customer Participation in the TSAM Service

6 Responsibilities of the Point of Contact.6 Qualifications of the Point of Contact.6 Additional Points of Contact.6 Kick-Off Meeting for the TSAM Service.7 Value Delivered by the TSAM.7 Trusted Relationship between TSAM and POC

7 Awareness of Your Company'

s Environment.8 Knowledge Management.9 Experience Sharing.9 Customer Satisfaction and Yearly Onsite Review.9 Issue Management.10 Backup Support for TSAMs

10 5. Extent of TSAM Service

11 6. Purchasing Information

12 PTC Premium Services Guide

1 1. Introduction to Premium Support Services PTC provides maintenance support in two packages: the Gold Support package and the Platinum Enterprise Support package. This guide describes optional Premium Services available for purchase with a Gold Support package. To maximize your investment in PTC solutions, you can add one or more options. If your yearly maintenance revenue is greater than $500K, you can purchase the Platinum Enterprise Support package. For a PTC Platinum Service Guide, go to the Technical Support page at http://www.ptc.com/support/index.htm. Premium Support Services Weekend Technical Support―Provides a safety net of support for your planned event, such as an upgrade or migration, to minimize disruption to productivity Extended Support―Extends coverage for a specific release of a qualified product beyond the standard of

4 years Technical Support Account Manager (TSAM)―Provides a representative within PTC Technical Support to plan for updates and migrations, to ensure the communication of priorities, and to expedite the resolution of issues 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. Nondisclosure Agreements To enable PTC Technical Support to perform troubleshooting and other services, it is 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.

2 PTC Premium Services Guide Terminology For additional terminology, see the Glossary of PTC Global Services Terminology at http://www.ptc.com/cs/doc/glossary.htm. Term Definition 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 to the use of PTC products 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 SCN - Service Contract Number A unique identifier to track your purchased Maintenance for a PTC product or group of products FCS - First Customer Shipment Date of the first shipment of a release to customers POC - Point of Contact Primary contact designated by the customer for Technical Support communication SPR - Software Performance Report A record that documents an issue that potentially may require software correction or a more detailed technical explanation PTC Premium Services Guide

3 2. Planned Weekend Support The Weekend Technical Support option, available during your off- peak periods, includes one planned weekend engagement. It provides access to experts for a higher level of security and support. This option is helpful when performing a system upgrade, a data migration, or other activity affecting your operations. A two weeks'

notice is required to schedule the following services: ? Reservation of the appropriate Technical Support Engineer (TSE) ? Review of the weekend project plan to uncover any potential impacts, to ensure all parties know the weekend milestones, and to transfer knowledge about systems ? Direct access during the weekend to the assigned TSE and other Technical Support and R&

D resources PTC Technical Support aligns a weekend engagement to your business hours. A typical day is from

8 a.m. to

6 p.m. Saturday and Sunday. Best effort service for coverage during the scheduled window for early or late activities is standard. In cases where weekend activities span multiple time zones, such as North America, Europe, and Asia, and require full coverage of up to

24 hours a day, you must purchase a second weekend support contract. After your weekend engagement, the Technical Support team is better positioned to support issues that arise. Advanced planning and alignment of expectations provide a high level of support.

4 PTC Premium Services Guide 3. Extended Support for Qualified Products PTC customers who purchase a Gold Support package receive Standard Support for four years starting from the First Customer Shipment (FCS) date of a specific software release. When Standard Support expires, active Maintenance Support customers continue to receive Sustained Support at the Maintenance Support list price for as long as the account remains active. For qualified products, you can extend your Maintenance Support coverage for one additional year to include SPR fixes for that specific release by purchasing an Extended Support option. See the PTC Product Calendar for a complete list of qualified products. Extended Support includes SPR fixes via temporary patches or special maintenance releases. PTC Premium Services Guide

5 4. Technical Support Account Manager One of the most valuable Premium Services is the TSAM option. The TSAM (Technical Support Account Manager) delivers fundamental, support management services by providing a single point of contact within PTC Technical Support for oversight a........