How to obtain EAC or PTC support

When you are aligned to EAC, you can leverage EAC’s support team, or PTC’s support tools.

Below describes both, and how to use both systems – EAC also has an additional level of supported called EAC Alliance, please consult your EAC Account Manager, or any contact you have for details on how to attain the next levels of EAC support and service.

EAC support

• Phone: 888-225-7579
  • Option 5 for Technical Support hotline
• Email: Email your EAC Account Manager or any EAC contact you may have, they’ll be glad to create an EAC support case for the right resource to align to your needs.
• Email: support@eacpds.com

PTC Support

Phone: 800-477-6435, have your SCN ready (See step below)
On the web:
Use the below method to log a new case online
You must have a ptc.com account
Once logged in at ptc.com go to the eSupport portal, On the right side, scroll down to Open a
Support Case

Enter your case using your SCN, Version & date code (Service Contract Number)
From your Creo session, go to help about Creo Parametric, get your SCN – Your administrator
will have to supply it from the license.dat file if you cannot access it yourself. Otherwise, get
the SCN from the license.dat file

Complete the case entry process using the wizard. You will get a ptc case number and email
upon completion, and a phone call to initiate contact.

Notes:

• If you prefer a remote support session, note that in the case to start out that way, vs. a phone call
• If your case stalls, or isn’t going well, escalate it, increase severity level, contact EAC to
  also support the PTC case at other levels where possible