We have paid up.
We are a small business who use the software daily, we need higher end support.
I have a feeling something is changing.
I get the following message, I opened a call with my reseller. Perhaps I should carry on the discussion there ...
Our records indicate that Services for the given SCN/Product combination are provided by:
Please contact your VAR for technical support on this product.
If you have questions about your Maintenance, please contact our Customer Care Center.
Yes, you are correct. Your reseller will have an AE on site to assist you. Sorry for the delayed response. I wanted to check internally that's the correct path to take.
I have an excellent relationship with my reseller.
I paid maintenance, in part, because of the ability to file online.
This is now withdrawn without notice.
Why has this changed?
PTC has a new CRM system (since mid Dec). The reason that the system prevents a customer supported by a partner from logging a case is to keep consistent delivery of support to the end customer. Your partner is certified by PTC to provide first line support via hotline or online. The partner's website should have an online support tool for you to use. This ensures continuity that all of your issues are stored to one database and promotes easy reference for future issues you log with your partner. I think you'll agree that working with your partner as a single point of contact for support will lead to faster response times.
PTC Global Maintenance Europe