ptc customer service guide: mathcad products addendum

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on the word menu bar, click file > properties and type the title of the book. parametric technology corporation® ptc ® customer service guide: mathcad ® products addendum february 2007 copyright © 2007 parametric technology corporation. all rights reserved. user and training 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 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 …

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d criminal prosecution. important copyright, trademark, patent, and licensing information on the reference documents page at http://www.ptc.com/appserver/cs/doc/refdoc.jsp, for the document type select copyright. click the document that appears. alternatively, click help > about on your product’s main menu. 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. 00002007 parametric technology corporation, 140 kendrick street, needham, ma 02494 usa iii contents about this guide ..................................................................................... v technical support...................................................................................................... v …

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n development and support ......................................................... 3 training services....................................................................................................... 3 support for mathcad integration with partner products............................................. 3 technical support for mathcad products ...................................................................... 4 assistance using mathcad products ......................................................................... 4 your technical contacts ........................................................................................... 4 service contract number (scn) ............................................................................... 5 obtain a ptc online account ................................................................................... 5 submission of issues to technical support .................................................................. 5 gather required data on the issue........................................................................... 6 determine priority classification................................................................................ 6 log a new call .......................................................................................................... 7 manage your logged calls with call tracker ............................................................ 7 escalation of issues, spr tracking, and feedback ..................................................... 7 iv mathcad products addendum escalate calls............................................................................................................ 7 track software performance reports ....................................................................... 8 provide feedback on the quality of technical support ............................................ 8 enhancement requests....................................................................

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............................ 8 v about this guide the mathcad addendum augments the ptc customer service guide at http://www.ptc.com/support/cs_guide/. the transition to the support of mathcad products through ptc is explained in the mathcad integration update page: http://www.ptc.com/company/mathcad refer to the ptc customer service guide for descriptions of services provided through technical support, the customer care center (including license management, maintenance support, training, and consulting), and the ptc web site. the guide also provides general information on how to contact ptc (parametric technology corporation). technical support contact ptc technical support via the ptc web site, phone, fax, or e- mail if you encounter problems using the software. contact information for ptc technical support is available on the ptc customer support site: http://www.ptc.com/support getting a service contract number (scn) you must have a service contract number (scn) to receive technical support. if you do not have an scn, contact ptc using the instructions …

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with your comments. for online books, provide the book title. http://www.ptc.com/appserver/cs/cust_care_call_logger/customercarecalllogger.jsp http://www.ptc.com/appserver/cs/cust_care_call_logger/customercarecalllogger.jsp http://www.ptc.com/support/cs_guide/index.htm http://www.ptc.com/support/cs_guide/index.htm http://www.ptc.com/support/cs_guide/index.htm mailto:mathcad-doc@ptc.com 1 1 mathcad products and customer support services this addendum to the ptc customer support guide provides guidelines to using ptc technical support for mathcad products. it describes the services available through technical support, customer care, and consulting. the transition to the support of mathcad products through ptc is explained in the mathcad integration update page at http://www.ptc.com/company/mathcad. topic page overview..................................................................................................2 ptc customer service............................................................................2 license management issues...................................................................2 technical support for mathcad products ..............................................4 submission of issues to technical support ...........................................5 escalation of issues, spr tracking, and feedback...............................7 enhancement requests ..........................................................................8 http://www.ptc.com/company/mathcad 2 mathcad products addendum overview support services for mathcad products are as important as their features and functions. ptc offers a broad spectrum of quality services for mathcad customers, including the following: • custom application development and support • training services • support …

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on the word menu bar, click file > properties and type the title of the book. parametric technology corporation® ptc ® customer service guide: mathcad ® products addendum february 2007 copyright © 2007 parametric technology corporation. all rights reserved. user and training 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 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 …

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