As you may know, in July of this year PTC (Nasdaq: PMTC), a provider of leading Product Lifecycle Management software solutions, acquired Arbortext Inc., a recognized leader in the Dynamic Enterprise Publishing market. First, I am writing to welcome Arbortext customers to PTC, and to thank those already working with PTC for your continued support. Second, I would like to provide you with important information and other resources to help with your transition as a new PTC customer or a combined PTC/Arbortext customer.
You will see no disruption in your business interactions (e.g. support, maintenance, your sales relationships), and you do not need to take any action associated with this letter. As the integration of PTC and Arbortext progresses we will provide important information through a web page [hyperlink] that will help answer common questions, and provide general information including technical support, maintenance, invoicing, products and services. We will update this site periodically with developing news and helpful hints, so you may want to save it in your browser: http://www.ptc.com/company/arbortext/index.htm
Below is more detail to let you know what to expect in the coming months.
Maintenance
Your maintenance contacts have not changed. maintenance@arbortext.com will still connect you with the same support team you have worked with in the past and (734) 997 0200 is still the phone number for customer support related to the Arbortext family of products and services.
In addition, all maintenance agreements remain in place. Approximately sixty (60) days before your current maintenance agreement expires, you will receive a renewal notification on PTC letterhead asking you to continue your Maintenance & Technical Support services.
Technical Support
Arbortext customers seeking technical support should continue to use the same URL's and phone numbers they have used previously for access to Technical Support. Registered users can continue to use their User ID's and passwords as usual. New registrants can use their customer number to create a User ID and password.
You can find your customer number from the Help-About Epic Editor-Support menu at support.arbortext.com or from an Arbortext or PTC invoice. You may notice a difference between the customer number on old Arbortext and new PTC invoices. Either customer number will allow you to register for technical support at support.arbortext.com, although over time your PTC customer number will identify your account. You should expect to see your new PTC customer number on future communications.
Invoicing & Remittance
Future invoices will be on PTC letterhead and will contain your new customer number as well as additional contact information. Importantly, there are new procedures for remittance which vary by region and are detailed below.
More Information
You can learn more about this transition and be kept up-to-date on the latest product enhancements, contact information, and other developments at: http://www.ptc.com/go/arbortext/. Thank you for choosing PTC as a trusted partner in the development, management and communication of your mission critical content.
We are enthusiastic about the unique combination of solutions PTC and Arbortext provide all of our customers, and we are committed to helping your business grow. We look forward to contributing to your continued success.
Sincerely,
Wayne Berkowitz
DVP, Strategic Products
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