Transcript
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
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
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may appear in this document.
The software described in this document is provided under written license agreement, contains valuable trade secrets and
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CRIMINAL PROSECUTION.
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Copyright. Click the document that appears. Alternatively, click Help > About on your product’s main menu.
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Parametric Technology Corporation, 140 Kendrick Street, Needham, MA 02494 USA
iii
Contents
About This Guide..................................................................................... v
Technical Support...................................................................................................... v
Mathcad Products and Customer Support Services............................ 1
Overview....................................................................................................................... 2
PTC Customer Service ................................................................................................. 2
License Management Issues......................................................................................... 2
How to Contact License Management....................................................................... 2
Online Account Information ....................................................................................... 2
Custom Application 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................................................................................................ 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 found in the PTC Customer Service Guide under Technical
Support:
http://www.ptc.com/support/cs_guide
vi Mathcad Products Addendum
or call the Customer Care line (listed in the back of PTC Customer
Service Guide) or use the online Customer Care Call Logger at
www.ptc.com/appserver/cs/cust_care_call_logger/CustomerCareCall
Logger.jsp
Contacting Technical Support
For information on how to contact PTC Technical Support, see Opening
and Tracking a Call to Technical Support in chapter 5 of the PTC
Customer Service Guide on the PTC Web site:
www.ptc.com/support/cs_guide/ /index.html
Comments
PTC welcomes your suggestions and comments on its documentation.
Send comments to the following address:
[email protected]
Please include the name of the application and its release number with
your comments. For online books, provide the book title.
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
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 for Mathcad Integrations with Partner Products
• Technical Support
PTC Customer Service
Customers can contact the Customer Care Center and Technical
Support by phone, e-mail, or through Web tools. PTC provides customer
service in two forms:
• Customer Care: Assistance with administrative, licensing, training,
and consulting issues.
• Technical Support: Assistance by engineers trained in solving
technical problems with PTC software.
License Management Issues
Information on contacting License Management, getting a PTC online
account, and licensing tools follow.
How to Contact License Management
You can contact License Management for Mathcad products in two
ways:
• E-mail license related questions and request to Mathcad-
[email protected].
• Call License Management at one of the numbers listed on
http://www.ptc.com/olm/contacts.htm.
Online Account Information
PTC License Management provides services for obtaining and
managing your PTC software products and licenses. You need your
Service Contract Number (SCN) to create an account at
http://www.ptc.com/support/support.htm.
Mathcad Products and
Customer Support Services 3
The PTC License Management Web tools provide the most efficient
management of your licenses at the Order and License Support
page at http://www.ptc.com/olm/index.htm. You can also contact
License Management by:
• Calling the Customer Care Center or the License Management
office at the number listed at the back of the PTC Customer Service
Guide.
• Log a call via the Customer Care Call Logger at
www.ptc.com/support/new_customer_care_center.htm.
Custom Application Development and Support
If you need consulting services to assist with development or support of
a custom application, contact your Mathcad or PTC Sales
Representative.
See Chapter 2, Customer Care Center, in the PTC Customer Service
Guide for more information about consulting and PTC Global Services.
PTC Global Services provide training, implementation, and consulting
services.
Training Services
PTC Training Services offers a comprehensive curriculum and solid
instruction in Mathcad. You can opt for standard or customized courses
at a PTC facility or at your site.
See the PTC web site at http://www.ptc.com/services/training for
training classes, schedules, and other options. See Chapter 2, Customer
Care Center, in the PTC Customer Service Guide for more information
about Training Services.
Support for Mathcad Integration with Partner Products
Mathcad products integrate with PTC products, such as Pro/Engineer.
If you encounter a problem integrating a Mathcad product with a
partner product, Technical Support will work with you to resolve the
problem.
If PTC Global Services developed the interface, contact them directly
for support.
4 Mathcad Products Addendum
Technical Support for Mathcad Products
PTC Technical Support answers questions about Mathcad products and
Mathcad documentation. You are eligible for technical support and
automatic product updates if you have a current maintenance
agreement. Technical Support does not provide training or consulting
services.
Assistance Using Mathcad Products
Technical Support for Mathcad products includes the following types of
assistance:
• Product updates
• Help with installation
• How to use a product feature
• Analysis of error messages
• Identification and isolation of the source of a product problem
• Technical information and workarounds
• Submission of product problems
Your Technical Contacts
Designate at least one technical contact to address Mathcad product
issues with Technical Support. This technical contact serves as liaison
for support issues between PTC and your organization. A designated
support contact must submit all technical support requests from your
site. Your technical contact is the focal point for communication and
cooperation with Technical Support. Your contact should be able to:
• Serve as your Mathcad expert.
• Determine whether a particular issue is a product issue.
• Support all Mathcad users within your organization.
• Respond in a timely fashion during investigations of calls.
Training Services recommends training for your primary and secondary
technical contacts and preferably for all Mathcad users. PTC may refer
you to training as appropriate.
Mathcad Products and
Customer Support Services 5
Service Contract Number (SCN)
You must have a Service Contract Number (SCN) before you can create
a PTC online support account or receive technical support. If you do not
have an SCN number, contact the PTC Maintenance Department by
calling the Customer Care line (listed in the back of the PTC Customer
Service Guide) or by using the online Customer Care Call Logger at
www.ptc.com/appserver/cs/cust_care_call_logger/CustomerCareCallLog
ger.jsp
Obtain a PTC Online Account
Your technical contacts and users of Mathcad products should have a
PTC online account. If you do not already have an online account, click
sign up here at http://www.ptc.com/support/support.htm. If you are a
PTC partner, register under your company name to receive the support
services described in your partner agreement. If you use a third-party
consultant or contractor to develop your Mathcad applications and to
act as your technical contact, provide that person with your Service
Contract Number (SCN). The consultant can then register for an online
account in your company’s name. It is your responsibility, not PTC’s, to
provide the SCNs to your consultants or contractors.
See the Mathcad Integration Update page for information about the
transition to the PTC Customer and Technical Support Web site:
http://www.ptc.com/company/Mathcad.
Submission of Issues to Technical Support
PTC requires specific information to resolve issues. Take the following
actions when submitting and working through issues with Technical
Support:
• Gather and prepare data on the issue
• Determine priority classification
• Log a new call
• Manage your calls with Call Tracker
Besides logging, tracking, and managing your calls, you can use
Software Performance Reports (SPR) to track your issues, and you can
provide feedback to PTC online or by phone.
6 Mathcad Products Addendum
Gather Required Data on the Issue
Before logging a call, gather the data to reproduce the issue. Thorough
descriptions and supporting data will avoid delays in investigating and
resolving your issue. PTC Technical Support may request additional
information depending on the nature of the issue. When you log a call,
provide the following information:
• Your Service Contract Number (SCN)
• Priority of the issue. See the priority classifications later in this
document.
• Mathcad release number, for example, Mathcad 14.0.
To determine a release, or version, and date code, choose Help >
About Mathcad.
• The area of your issue, such as fonts.
• Hardware platform and operating system version, for example,
Windows XP version 2002, service pack 2.
• Exact text of any error message.
• Simple example of the conditions for triggering the error message.
For large worksheets, try to duplicate the problem with a smaller
worksheet or one without images if possible.
• Data files when relevant.
• The exact steps to reproduce the problem. Write the steps in the
Mathcad worksheet; include expected results as bitmap pictures of
math regions if an operation works but produces an answer you
consider to be wrong.
• Explanatory notes regarding the problem. Can you reproduce the
problem or does it happen intermittently? Does the problem happen
to all users or a select few? Does it happen on all workstations or
only selected workstations? Does it happen with only one worksheet
or many?
Determine Priority Classification
Call priority identifies the severity of your issue:
• Enterprise Down
• Extremely Critical
• Critical
Mathcad Products and
Customer Support Services 7
• Urgent
• Not Critical
For detailed information on call priority classification, see Chapter 5,
Contacting Technical Support, in the PTC Customer Service Guide.
Log a New Call
You can log a call in any of the following ways:
• Use the Call Logger tool on the Technical Support web site at
http://www.ptc.com/support/support.htm.
• Send e-mail.
• Use the telephone.
See Chapter 5, Contacting Customer Support, in the PTC Customer
Service Guide for more instructions. Phone numbers and other contact
information are at the back of the PTC Customer Service Guide.
Manage your Logged Calls with Call Tracker
In addition to providing tools for logging your issue, the Call Tracker on
http://www.ptc.com/support/support.htm provides online tools for:
• Adding notes
• Submitting attachments
• Escalating and managing your issues
For more information on tracking calls, see Chapter 5, Contacting
Technical Support, in the PTC Customer Service Guide.
Escalation of Issues, SPR Tracking, and Feedback
PTC Technical Support provides multiple mechanisms for escalating
technical issues with the software and tracking your software issues.
Feedback is always welcome.
Escalate Calls
You can increase the priority of a call or, if necessary, escalate a call to
technical support management. For information on call escalation, see
Chapter 5, Contacting Technical Support, in the PTC Customer Service
Guide.
8 Mathcad Products Addendum
Track Software Performance Reports
Software Performance Reports (SPRs) help in tracking your software
issues. For information on SPRs and how to track them, see Chapter 5,
Contacting Technical Support, in the PTC Customer Service Guide.
Provide Feedback on the Quality of Technical Support
To provide feedback on the quality of technical support, contact the
Technical Support Feedback Line. Use a toll-free number at the end of
the PTC Customer Service Guide or use the Technical Support
Feedback form at http://www.ptc.com/support/feedback/ts.htm.
Enhancement Requests
An enhancement is an idea or suggestion that PTC can evaluate for
possible inclusion in a product release. Use the Enhancement Request
Logger on the Technical Support Web site to submit your requests
directly to PTC Product Management:
http://www.ptc.com/appserver/cs/misc/PTC_Enhancement_Process.jsp
For more information on submitting enhancement requests, see
Chapter 5, Contacting Technical Support, in the PTC Customer Service
Guide.