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Frequently Asked Questions

 

 

Technical Assistance Outside of Regular Customer Service Hours

Customer Service When You Need It Most

The Integrity Customer Service Reservation system gives you the unique opportunity to make a guaranteed reservation for global 24-hour technical support for a specified time period. It is an easy and cost-efficient way to get the support you need outside of the regular technical support offered as part of your Integrity Essential Customer Service package. To set up a Customer Service Reservation, contact your Integrity Sales Representative.

 

Get a New License File: 

To request a license file, please use the forms available through the Customer Community or contact Customer Service.

 

New Customer Information

How to Use the Integrity Customer Service Web Site

  1. Log into the Integrity Customer Community
    The Integrity Customer Community contains all Integrity product manuals, whitepapers, latest product news, and release notes. It also contains all available product downloads, patches, and product enhancements. The Integrity Knowledge Base is available exclusively through the Community. For more information on the Customer Community, click here.
  2. Ask a Question
    If you are unable to solve your problem on your own -- and you have a Customer Service Agreement -- you may contact Customer Service by completing the Ask a Question web form.
  3. Call Integrity Customer Service
    If you are unable to solve your problem via email communications -- and you have an Integrity Customer Service Agreement -- you may contact Integrity Customer Service via telephone at any of the numbers listed here.

    4. When you call, please make sure you have the following information:

    • Service Request Number (if you are calling regarding an outstanding service request)
    • your company name and location (city, state/province, country)
    • your product name, version, and serial number
    • a clear description of your problem and any measures you have taken to resolve the problem
    • a list of knowledge base articles that may pertain to your problem

 

Information on Service Requests:

You can get information on your existing service requests through the Customer Community, or by contacting Customer Service.

 

Purchase or Renew your Customer Service Agreement:

To purchase or renew your Customer Service agreement, please contact our Renewals Associate: Kerry Kanold, 800-265-2797, ext. 4312 or email kkanold@mks.com

 

General Customer Service Policy:

Customer Service Introduction

PTC has many touch points across the customer experience to ensure all aspects of the customer's requirements are met and to establish a successful relationship. The entire organization is focused on ensuring we deliver value to our customer at every stage of the customer service relationship.

Our goal is to provide quality and timely support services to all of our customers. Integrity Customer Service subscribers receive unlimited access to the Integrity Customer Service Team by phone or email during Integrity normal business hours - plus access to the Integrity Customer Community and Integrity Knowledge Base.

The Integrity team has a staff of highly trained customer service professionals - many with field experience, augmenting staff with a mature knowledge of all Product Development and Application Lifecycle Management disciplines, including, SCCM, Requirements Management and Test Management, and of customer implementations to provide superior service to Integrity customers around the globe.

We provide service coverage globally Monday to Friday during normal business hours in each respective region. Included with your Integrity Customer Service subscription, we will provide the fixes and modifications that are generally available as updates to our products. Customers can receive real time notification by email of these updates, and, providing greater transparency, view the status of fixes, enhancements and general service inquiries in real time via the Integrity Customer Community.

Elite Customer Service program members additionally receive a dedicated advocate, who oversees the account from a customer service perspective and ensures a guaranteed 2-hour pager response service for critical issues on a 24 x 7 global basis.

Online Community - the online Integrity Customer Community provides customers with access to all generally available product manuals, whitepapers, and release notes. It also contains all generally available product downloads, patches, and product enhancements. The Integrity Knowledge Base is available exclusively through the Customer Community.

Our entire Customer Service team is focused on delivering the right answers where, when, and how you need them and finding the right solutions to problems as they arise.

Supported Product Versions

The Integrity Customer Service policy provides:

  • Support for the most current version of the product and the immediately preceding version of the product (Current Version Support)
  • When a new version of the product is released, the oldest supported version of the product at the time will continue to be supported for a 6 month period to allow for transition to a more recent version (Extended Support).
  • Regardless of the release cycle, we will support any version of a product for a minimum period of 2.5 years from the date it first becomes generally available.

Current Version Support covers the most recently released major version of the product and the major version immediately preceding it.

  • Current versions will have service packs and hotfixes released for them periodically.
  • Feature requests and defect fixes will be actively investigated for these two versions.

Extended Support for a given version begins after the second subsequent major version of the product is made generally available. During the Extended Support period, Integrity Customer Service will provide the same level of coverage as for the two current versions with the exception that there is a substantially reduced focus on providing updates in the form of service packs or hotfixes for such releases due to their relative age.

  • PTC will not accept requests for design changes or new functionality for software versions within this phase, however critical defect fix requests will be considered on a case by case basis.

Extended Support for a particular version will end 6 months after the second subsequent major version of that product is made generally available or when the particular version has been generally available for 2.5 years, whichever is longer, after which time only Self-Help Online Support will be available for those customers with a current Customer Service Agreement

Self-Help Online Support

Self-Help Online Support is available throughout a product's lifecycle until the version in question reaches the end of its support period. Online Knowledge Base articles, product documentation, whitepapers, and other resources are provided to help customers resolve common issues. Self-Help Online Support is accessed via the Customer Community http://www.mks.com/community/home.jsp.

We generally cannot provide telephone or e-mail support for versions that are no longer within the Current Version Support or Extended Support phases except for cases of urgent priority (as determined by PTC) or issues related to preparing for an upgrade to a supported version.

Please note that no new information will be added to the self-help and online resources for versions that have reached this phase. Exceptions may include security and data integrity related articles but are at the sole discretion of PTC. PTC will also periodically purge the Knowledge Base of articles related to versions that are more than 3 versions back from current in order to ease searching within the Knowledge Base system.

Service Packs

Service packs will be released regularly  which will include updates and fixes for recognized priority issues. During the Current Version Support phase service packs will be targeted to be made available quarterly with their release interval lengthening as the version matures. During the Extended Support phase service packs are made available on an as needed basis.

Service packs are cumulative, meaning that each new service pack contains all the fixes that are included with previous service packs as well as the new fixes. PTC will attempt to include all hotfixes produced after the release of a service pack in the next service pack as existing service packs are generally not re-released to include new hotfixes. The cumulative nature of service packs is done so that customers do not have to install an earlier version of a service pack before installing the latest version.

PTC recommends that customers evaluate and install current service packs in a timely manner to make sure that systems are up-to-date with the most recent software. Service packs are available for download from the Customer Community.

 

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