1. Plan Ahead. Get Ahead.
2010

2. Compelling Maintenance Value Proposition
Technical Support Team
Reliable and Consistent Technical Support
24 Hours – Standard Gold
ISO Certified Engineers
Global Resources Sharing a Single Database
Remote Desktop Diagnostics & Resolutions
© 2006 PTC 2
© 2006 PTC

3. Compelling Maintenance Value Proposition
Technical Support Team
Support Web & Tools
Reliable and Consistent Technical Support
24 Hours – Standard Gold
ISO Certified Engineers
Global Resources Sharing a Single Database
Remote Desktop Diagnostics & Resolutions
Productivity Web Tools
Pro-active Alerts
“Live” & Recorded Product Learning Sessions
Business Asset Management Tools
TEAM
© 2006 PTC 3
© 2006 PTC

4. Compelling Maintenance Value Proposition
Technical Support Team
Support Web & Tools
Software Technology
Reliable and Consistent Technical Support
24 Hours – Standard Gold
ISO Certified Engineers
Global Resources Sharing a Single Database
Remote Desktop Diagnostics & Resolutions
Productivity Web Tools
Pro-active Alerts
“Live” & Recorded Product Learning Sessions
Business Asset Management Tools
Investment Protection
Quality Product Enhancements
Software Package Upgrade Discounts
Quality Development
Integrated Products
TEAM
TOOLS
© 2006 PTC 4
© 2006 PTC

5. An integrated Support System
Technical Support Team
Support Web & Tools
Software Technology
Reliable and Consistent Technical Support
24 Hours – Standard Gold
ISO Certified Engineers
Global Resources Sharing a Single Database
Remote Desktop Diagnostics & Resolutions
Productivity Web Tools
Pro-active Alerts
“Live” & Recorded Learning Sessions
Business Asset Management Tools
Investment Protection
Quality Product Enhancements & Features
Software Package Upgrade Discounts
Quality Development
Integrated Products
TEAM
TOOLS
TECHNOLOGY
© 2006 PTC 5
© 2006 PTC 5
© 2006 PTC

6. An integrated Support System
© 2006 PTC 6
© 2006 PTC 6
© 2006 PTC

7. Now, More Than Ever, There is Less Margin for Error!
Why Do You Need Maintenance Support: It Helps Reduce Costs
Maintenance is All About Cost Reduction, Productivity Increase & Risk Reduction,
Now, More Than Ever, There is Less Margin for Error!
Resources are scarce, leverage PTC support
Lost IT heads / Senior Engineers? > Direct access to PTC technical support backed by R&D
Can’t afford down-time? > 24 x 5 offers emergency and planned support before and after normal working hours. Pro-active Alerts for software fixes, technical bulletins & logged call status
Delayed upgrade from Intralink 3.4? > Continued access to Call Centers and Knowledgebase
Planning an upgrade? > Pro-actively plan with Technical Support, including optional weekend support – a valuable safety net.
Need to win competitive bids? > Increase productivity, up-time and innovation by updating to the latest release

8. The TEAM: “Follow the Sun” Support Centers
24 x5 direct access to 350+ certified Technical Support Engineers
Multi-language Live Phone Support
Live Desktop Sharing sessions
Award Winning Services & Support
Rapid response to software issues
Swift and efficient Escalation and Resolution
Global ISO 9001:2008 Quality Standards
In the team section, you'll learn about one of the great strengths of the PTC Maintenance program, our technical support group. We have over 350 technical support engineers staffed around the world. And all of those engineers are 100% dedicated to providing technical support full time. Not only do they help resolve software issues, but, in fact, 94% of the calls they handle for our MCAD products are software usage. We have support offices located worldwide, so we have the ability to provide technical support on a 24 by 7 basis; which means that 24 hours a day at some place in the world our technical support team is online and working.
If you receive support directly from one of our reseller partners, keep in mind, they follow the same support structure and guidelines as if they were PTC personnel and they have access to the PTC Technical Support team if they need further assistance.
© 2010 PTC

9. The TOOLS: Comprehensive and Productivity-enhancing
19-Apr-18
TOOLS
The TOOLS: Comprehensive and Productivity-enhancing
In the Tools section, you'll learn about the comprehensive set of web-based support tools that help you resolve issues or avoid issues altogether. The web-based support tools not only provide access to answers, but you can set-up your own personalized alerts to let you know when there is a change in a support call status, when a new maintenance release or software version is available or when a software issue has been logged and then resolved as the result of another customer's request.
In addition, active maintenance customers have access to a library of recorded tips and techniques sessions that provide detailed descriptions of how best to use certain features or functions so you can get more out of your existing software. In many regions, there is also a schedule of live sessions that provide an opportunity to ask questions of our software experts.
© 2010 PTC
© Copyright 2000 Parametric Technology Corporation
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10. The TOOLS: “Live” and Recorded Tech Tips Sessions
19-Apr-18
TOOLS
The TOOLS: “Live” and Recorded Tech Tips Sessions
In the Tools section, you'll learn about the comprehensive set of web-based support tools that help you resolve issues or avoid issues altogether. The web-based support tools not only provide access to answers, but you can set-up your own personalized alerts to let you know when there is a change in a support call status, when a new maintenance release or software version is available or when a software issue has been logged and then resolved as the result of another customer's request.
In addition, active maintenance customers have access to a library of recorded tips and techniques sessions that provide detailed descriptions of how best to use certain features or functions so you can get more out of your existing software. In many regions, there is also a schedule of live sessions that provide an opportunity to ask questions of our software experts.
For New Users to Advanced
© 2010 PTC
© Copyright 2000 Parametric Technology Corporation
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11. Plan Ahead: Email Alerts The Maintenance Minute
TOOLS
Plan Ahead: Alerts The Maintenance Minute
© 2009 PTC

12. The TECHNOLOGY: Continuous Improvements
Highlights from 2009
130+ Maintenance releases
• 20 software releases including:
• Pro/ENGINEER Wildfire 5.0, Windchill Product Point, Arbortext Editor 5.4
• CoCreate Modeling 16.5 integration with Productview, Arbortext IsoDraw, Pro/TOOLMAKER,
Wildfire 5.0
PTC increased R&D investment while industry reduced investment
In the technology section, you'll learn about how maintenance support provides access to the continuous stream of software improvements that help you gain personal productivity and improve overall software performance.
Personal productivity gains come from new and enhanced features that save an individual user's time. Overall system performance gains come from the improvements in the underlying software technology that increase the speed at which the application performs. In the end, by adopting each new release, PTC customers save time, and therefore save money.
In addition to the planned compatibility between PTC products, active maintenance customers also have access to the latest maintenance releases that provide compatibility with other technology such as operating systems, hardware, non-PTC software applications and internet browsers. PTC also provides updates to security measures in maintenance releases.
© 2010 PTC

13. PTC Global Maintenance Support Packages: Comprehensive & Flexible
* The Platinum Enterprise Support Package requires a minimum US $500,000 maintenance investment, net to PTC
Extended Support for eligible products
Technical Support Account Manager (included for qualified customers)
24 x 7 Phone Support - 1 hour response
Premium Support Desk
6 Onsite Support Days (12 for Japan, China)
Quarterly Online Technical Workshops
24 x 5 Phone Support – 2 hour response
“Live” Remote Desktop Diagnostics
Software fixes
Automatic notification of new releases
24 x 7 Web support tools
“Live” & recorded interactive Tech Tips sessions
Discounted software upgrade packages
Business Asset Summary Web Tool
Online tutorials for web support tool usage
Product and support alerts
Discounts from PTC partners via “Gold Loyalty Discount Program”
Quick acknowledgement that attendees fall into two program levels
Some features discussed will apply to Gold only
Technical Support Account Manager
Weekend Support • Extended Support (for eligible products)
For newly acquired products and PLM On-Demand product support, please refer to their respective Support Policies. 24 x 5 Telephone Support and Optional Support Services may not be available from all Maintenance Support Provider Partners
© 2006 PTC

14. What’s New for FY’09 – Enhanced Platinum Support
Platinum Enterprise Support Package *
Gold Support Features, Plus…
24 x 7 Telephone Support
Premium Support Desk
1 hour response time
On Demand Remote Diagnostics
Extended Support for Expired Products
6 Onsite Support Days (12 for Japan and China)
Technical Support Account Manager
(included for accounts >$1 million maint per year)
* Available for customers with maintenance investment of $500,000 USD or greater
© 2006 PTC

15. TSAM TSAM Technical Support Account Manager Service (TSAM)
Personal Advocate within Technical Support
Structured Customer Engagement Model
Plan for updates and migrations
Issue management and resolution
Validated ROI , with quarterly metrics
© 2009 PTC

16. Software Optimization: Weekend Support Option
To Avoid Down-time
Support during off-peak times so your critical production systems and employee productivity are not disrupted.
Hours of support can be tailored to meet specific needs
Product installations
New version upgrades
Migration assistance
2 weeks minimum prior notice required.
In addition to the Gold Maintenance Support Package, PTC offers additional services to help our customers with specific needs. For example; Weekend Support Option. Plan your upgrades, data migration or installation support when it’s
convenient for you, to reduce business interruption.
© 2009 PTC

17. 19-Apr-18
Having the right Team, Tools and Technology, all working together as a carefully
coordinated system, will help your organization reach its full potential, reduce
downtime and ensure maximum ROI from your PTC software investment – not
just today, but next month, next year, and for years to come.
( You may want to close on this slide, next slide is a call for active customers to educate on maintenance support, and last slide(s) are customers quotes).
Plan Ahead. Get Ahead.
© 2010 PTC
© Copyright 2000 Parametric Technology Corporation
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