Loading...

Opening a Technical Support Case

For technical questions on any PTC product of any type or severity, the most efficient way to interact with PTC Technical Support to get the information you need is by opening a case with our Case Logger. In this way, you are sending Technical Support the critical information they need to begin working on your problem or question.

To open a case, click the ‘Submit a Support Ticket’ link within the MyKepware portal:

Open-case_1.png

The Case Logger page displays. You can now begin entering details about your questions or problem.

Open-case_2.png
 
  • Do you have a license ID? Select the appropriate level of licensing.  ONLY choose the OEM option if you are using one of the following products:
    • TOPServer (this is a Software Toolbox product)
    • KEPServerEnterprise (this is a Rockwell Automation product)
    • KEPDirect (this is an AutomationDirect product)
    • GE Industrial Gateway Server
    • GE Proficy Machine Edition
Open-case_3.png
 
  • If you have already purchased a license for one of our products, you will need to enter that ID in this field to validate eligibility for Technical Support service and proper case routing.
Open-case_4.png
 
  • Subject: Please enter a subject for the support request
Open-case_5.png
 
  • Tell us about the issue you are having: In 1200 characters or less, describe the problem that you are having. Include error messages or your question. 
Open-case_6.png
 
  • How Does This Issue Impact You? Specify the severity level of the issue you are reporting by choosing one of the following options:
    • Severity 3 – General Question Low Impact Business is being slightly impacted or the customer has a general question about a PTC product or service. Usually a workaround is available, or the customer is able to work beyond the issue.
    • Severity 2 – Business Moderately Impacted Business is being impacted and a solution to the problem must be found quickly. Business schedules are at increased risk. Technical Support works with customer to reach a resolution or alternate technique.
    • Severity 1 – Business Critically Impacted Business is being severely impacted. Key functions are not working, business schedules are being severely impacted, or a limited number of users cannot use the software at all. There is no feasible workaround available.
Open-case_7.png
 
  • Which product are you using? Select the correct product that you are requesting Technical Support for.
    • OEM Products:
      • TOPServer (this is a Software Toolbox product)
      • KEPServerEnterprise (this is a Rockwell Automation product)
      • KEPDirect (this is an AutomationDirect product)
      • GE Industrial Gateway Server
      • GE Proficy Machine Edition
Open-case_8.png
 
  • Product Version: Select the release version of the product related to the case you are opening. This field will change dynamically based on the product that has been selected.
Open-case_9.png
  • Which specific area does your issue relate to? Select the particular technical area related to your software question or product helps route your case to the most skilled Technical Support Engineer (TSE) to assist with the issue. This field will change dynamically based on the product that has been selected.
Open-case_10.png
 
  • Drivers: This section is optional, however proper selection of drivers and plugins used in the project will be helpful to the TSE assigned to your case.
Open-case_11.png
 
  • Please read details below carefully as checking these boxes unnecessarily can delay resolution of issues
 
  • Additional Information:
Non-disclosure Agreement / US CUI options: If your company already has a non-disclosure (NDA) agreement or US CUI form on file with PTC and this particular case must be handled in accordance with those agreements, please check the applicable boxes.
  •  Important: An NDA should already be on file between your company and PTC. Checking this box does not automatically open an NDA between PTC and your company. If you are not aware of an NDA agreement on file, please leave this box unchecked, as checking it may cause a delay in the proper routing of your case.
  • Important: Select the CUI option only if:
    • You work for a United States based company and you are located in the United States.
    • You intend to submit data to PTC for this Case that is subject to United States Controlled Unclassified Information (CUI).
Open-case_12.png

Once you enter the details of your problem or question, click Open a Case.

You will now be prompted to add file attachments (see next page).  If you skip adding file attachments at this time, they can be added later.  Please reference the Interacting with your Technical Support Case document for that procedure.

A dialog with your case number will be displayed when the case has been successfully created.

Open-case_13.png

Adding file attachments:
  • Uploading files to your case: If you need to attach files or other data to your case file to help technical support engineers resolve your issue, select the Attach Files button to open the Attach File window, then choose the Browse button to find and select the files to add to your case file.
Open-case_14.png

Note: To upload files greater than 10 MB see Transferring Data to Customer Support Using the PTC FTP Server. File names should not contain any special characters.

Open-case_15.png