NEEDHAM, MA. - May 03, 2006 - PTC (Nasdaq: PMTC), The Product Development Company®, today announced it Arbortext customer support has transitioned to PTC's customer support systems.
PTC’s comprehensive, award-winning, ISO 9001 certified service resources are being extended to include Arbortext customers in early May 2006. This page has been created for your convenience as a guide to help ease the transition of Support Services for you, our valued PTC Arbortext Product Customer. Please bookmark and visit this page frequently to remain aware as we implement changes to our business systems to improve services levels for Arbortext customers. For complete information on PTC service offerings, please visit our Global Maintenance Support website. Please note improved services regarding our 24x5 telephone support as well as web tool availability 24x7 including the use of our knowledgebase. Look for future updates to the knowledgebase content for Arbortext products.
On-line Support Account
To access the PTC Technical Support web site, you will need an On-line Support Account.
If you have an existing account on the Arbortext or 3B2 support web site, your account will be transitioned to a PTC web account. You will use the web account information letter you received via e-mail when you access www.ptc.com.
To create a new on-line support account, go to the Arbortext Technical Support Web Site. When creating a new account, you must provide your Service Contract number.
New Terminology
Some nomenclature has changed to accommodate the change in systems. To help orient you in understanding the new terms, please review the New Arbortext Product Names and the Guide to Terminology for PTC Arbortext Customers page. Familiarity with the new terms will optimize your service experience.
| Old Name | New Name |
|---|---|
| 3B2 Desktop | Arbortext Advanced Print Publisher |
| 3B2 Enterprise | Server Arbortext Advanced Print Publisher |
| Architect | Arbortext Architect |
| CD-ROM Composer | Arbortext Digital Media Publisher |
| Change Processing EPP | Arbortext Change Page for Defense |
| DCAM | Arbortext Dynamic Link Manager |
| E3 | Arbortext Publishing Engine |
| Epic Editor | Arbortext Editor |
| Product Information EPP | Arbortext Structured Product Labeling for Life Sciences |
| Repository Adapters | Adapter to Documentum/WDK* |
| Adapter to Documentum/XML* | |
| Adapter to IBM Document Manager* | |
| Adapter to Oracle CM/SDK* | |
| Styler | Arbortext Styler |
* These are Modules in the new system. See the Guide to Terminology for PTC Arbortext Customers for an understanding of Product and Module.
Access to Existing Support Cases and Change Requests
All of your existing support cases, change requests, and enhancement requests will be migrated into PTC’s systems. You will have full access to this information via the PTC Technical Support web site. Note that all of these records will be converted to use the new Arbortext product names. For example, an existing support case filed against E3 4.4 will now be designated as Arbortext Publishing Engine 4.4.
Arbortext to PTC Call and SPR Conversion Tool
Service Contract Number (SCN)
In order to obtain support services either by telephone or by web, you will need to provide your Service Contract Number (SCN). The SCN is issued as a unique identifier to track your purchased maintenance for a PTC product or group of products. Your support contacts will have received an e-mail indicating the SCN number for your site.
For help in determining the SCN number to use when obtaining support services, contact our Global Maintenance Support team or e-mail: info@single-sourcing.com
PTC Technical Support Web Site
PTC’s Arbortext Technical Support Web Site provides a full set of on-line tools and other support services.
Creating and Tracking Support Calls
Beginning in early May, PTC’s Technical Support Tools will replace the Arbortext Case Management tool. To manage your support cases (now referred to as Calls), you will go to the Arbortext Technical Support Web Site. From this page you may:
- Log new calls using Call Logger
- Track existing calls using Call Tracker
- Add notes and attachments to your calls using Call Tracker
- Track your Change Requests (now referred to as Software Performance Reports or SPRs) using SPR Tracker
- Look up your Arbortext case numbers to determine their call numbers in the new system
- Look up your Arbortext Change Request numbers to determine their SPR numbers in the new system
Accessing Software and Documentation Updates
From the Technical Support web site, you may:
- Order or download software updates
- View all software availability
- Track your software shipments
- Order or download product documentation
Searching the Technical Support Knowledgebase
The Knowledgebase will allow you to search for commonly reported issues. This database is in the process of being developed for Arbortext products.
You can subscribe to the Knowledge Base Monitor to receive e-mail updates as documents are created in the Product areas which are of interest to you.
Submitting Enhancement Requests
Enhancement requests are routed directly to Product Management.
- Request enhancements to the software using the Enhancement Logger
- Track the status of your enhancement requests using the Enhancement Tracker
- Your existing Arbortext enhancement requests will be accessible via the Enhancement Tracker tool.
Managing Your Arbortext Licenses
License Management support for Arbortext products is available from PTC. You can contact License Management for Arbortext products in two ways:
- E-mail license related questions and request to arbortext-license@ptc.com.
- Call license management at one of the numbers listed on http://www.ptc.com/olm/contacts.htm or e-mail: info@single-sourcing.com
To use the license management tools, you must have both an Abortext and a PTC online account. Arbortext's License Management support tools will be accessible via https://www.arbortext.com/support/html/login.asp. They will be transitioned to PTC systems sometime in the future.
Customer Service Guide
We encourage you to read the Customer Service Guide and the Arbortext Addendum. These documents will provide more information on all of the services offered by Technical Support, Customer Care, License Management, Maintenance Support, Training, and Consulting, and the PTC web site.
We hope that this transition is seamless to you. If you experience any difficulties using your Service Contract Number (SCN) or have trouble accessing support services, please contact Customer Care via the PTC Customer Care Call Logger.
Additional Links
- PTC Arbortext Products
- Arbortext Acquisition Customer Letter
- Arbortext Transition Letter (PDF)
- Arbortext Acquisition Official Press Release
- Arbortext Acquisition Frequently Asked Questions
- Arbortext Acquisition Briefing Presentation (PDF)
- Arbortext to PTC Call and SPR Conversion Tool
About PTC
PTC (Nasdaq: PMTC) provides leading product lifecycle management (PLM), content management and dynamic publishing solutions to more than 50,000 companies worldwide. PTC customers include the world's most innovative companies in manufacturing, publishing, services, government and life sciences industries. PTC is included in the S&P Midcap 400 and Russell 2000 indices. For more information on PTC, please visit http://www.ptc.com.
About Single-Sourcing Solutions
Single-Sourcing Solutions is an expert in the PTC Arbortext product suite. Because of our deep experience with the Arbortext toolset and in the practical development and deployment of mission-critical, custom XML development, Single-Sourcing Solutions has the expertise required for successful dynamic information delivery. Single-Sourcing Solutions is active in the global Arbortext community and related information development communities.
For more information on Single-Sourcing Solutions, please visit https://www.single-sourcing.com.
E-mail: info@single-sourcing.com