PTC MKS Toolkit Customer FAQs

PTC X/Server

What is your support offering?

    Preferred Customer Subscription (PCS) is a 12-month contract that entitles you to unlimited customer support during normal support hours for the duration of the contract. You may contact us any number of times via telephone, email, fax, or the website. In addition, you are entitled to all patches, bug fixes, and product updates for the duration of the contract.

    For complete details, see the PCS value proposition section of our website.

What are your normal support hours?

    Our normal support hours are 09:00 to 19:00 Eastern Standard Time, Monday through Friday, except for published holidays. Holidays are published in the calendar section of our website.

Do you offer weekend support?

    We do offer weekend support via special contact arrangement. For details, please contact us at MKSToolkitInfo@ptc.com or by calling +1-703-803-3343.

How can I contact your support organization?

What information do I need when I contact your support organization?

    You will need to identify yourself, the company you work for, and the serial number of the product you are using.

    In most cases, we will need a test case to understand and diagnose your problem. If you have a test case, email it and the test procedure to MKSToolkitSupport@ptc.com.

    We will also need to know what operating system you are using, what version of our products you are using, and any other specifics you think are relevant.

    If you are using PTC MKS Toolkit 9.2 or earlier, PTC Lex & Yacc 3.4 or earlier, or PTC X/Server, please be sure to register your product prior to contacting us for support. You can register these products during product installation or you may do so at any time using the registration form on our website. And please be assured that this information is used for no other purpose than to provide support to you.

    Registration for PTC MKS Toolkit 9.3 and later needs to be done when you are ready to activate your product. You may also do so at any time using the Toolkit 9.3 and later registration form on our website.

How do you prioritize issues?

    We have three priority levels: one, two, and three. A priority one problem is a showstopper problem with no workaround. A priority two problem is a serious problem resulting in degraded functionality, but with a reasonable workaround. All other problems and all enhancement requests are priority three.

    We will use best efforts to fix priority one problems as soon as possible, typically in a patch release. We will use best efforts to fix priority two problems in a forthcoming release. Priority three problems and enhancements may be scheduled for fixes or implementation, as resources become available.

    We will try to give an initial response to all priority one problems within one hour of receipt and try to give an initial response to all other problem reports by the close of the following business day. The response may be a prioritization of the problem or a request for more information.

    If you disagree with our prioritization or handling of an issue, you may always escalate the issue using the procedure below.

How can I escalate an issue?

    To escalate an issue, ask your support or sales representative to escalate it to the Manager of Customer Support. If you are unable to arrive at resolution, ask for the issue to be escalated to the Director of Engineering. If you still are not satisfied, you may appeal to the Vice President of Customer Support.

How frequently do you update the product?

    In any given 12-month period, we typically release one minor update (maintenance), one major update (new features), and several patches.

How do I receive updates?

    We notify customers of the availability of new updates by email if you have reported a problem that is fixed in the update and by an announcement on our website.
    Customers with current PCS support contracts can request an update using the update request form on our website.

How do I get patches?

    We notify customers of the availability of new patches by email if you have reported a problem that is fixed in the patch and by an announcement on our website.

    Customers with current PCS support contacts can download patches from the patches section of our website.

    Patches for PTC MKS Toolkit 9.2 and earlier, PTC Lex & Yacc 3.4 and earlier, or PTC X/Server are password protected. You can request the password from the patches page of the web site, or by speaking with your support representative.

How can I participate in beta testing?

    In any given 12-month period, PTC typically releases one minor update (maintenance), one major update (new features), and several patches.

What is your commitment to support new releases of Windows?

    We will make best efforts to support new operating system versions within 30 days of their release. We generally have products in beta at the same time the operating system is in beta.

How long do you support releases of Windows?

    We will make best efforts to support new operating system versions within 30 days of their release. We generally have products in beta at the same time the operating system is in beta.

How long do you support releases of your products?