Technical Support Integration

Discover new ways to contact and work with Technical Support

Stay Up to Date

PTC's business systems continue to be extended to incorporate Kepware products. To assist our valued customers and partners during the transition of technical support service, please see current information about upcoming changes in our technical support systems below.

Contact Information

Kepware customers receive technical support for Kepware products through My Kepware and Kepware’s US toll-free phone number.

  • Toll-free Phone: +1 888.KEPWARE x211
  • Web: mykepware.com
  • Support Hours: Monday to Friday, 8:00 AM to 5:00 PM (US Eastern Time)

Process Improvements Coming Soon

Kepware Technical Support will continue to be provided by the same expert team through an upgraded Technical Support interface that enhances your online user experience.

Improved Case Management Tools on My Kepware
  • Updated interface
    • File a case quickly and easily
    • Manage and track your cases online
  • Expedited case assignment
    • Case Logger captures all information to automate routing to the appropriate Kepware resource.
  • Automated validation of support entitlement
    • Your support contract is validated through your license Activation ID.
  • Preferred Distributor support
    • Customers who are supported by Kepware Preferred Distributors continue to be referred to their distributor for support.
Retiring technical.support@kepware.com
  • Cases may be filed through two channels: My Kepware and Kepware’s US toll-free phone number. Case initiation by email to technical.support@kepware.com will no longer be supported.
Case Migration
  • Kepware cases will be migrated into PTC’s CRM system.
    • Existing case numbers will be assigned a new PTC case number.
    • Kepware case numbers will be cross-referenced to their new PTC cCase numbers.
Web Account Updates

Kepware strives to provide the best technical support services and is continuously looking for ways to improve. As these enhancements are put into place, this page will be updated.

PTC Support Channels

Customers who purchase an IoT solution that consists of the ThingWorx® IoT Platform and KEPServerEX® or ThingWorx Industrial Connectivity will be supported through standard PTC channels.

New to PTC eSupport? Read the Customer Support Guide to learn how to request support through PTC’s Technical Support systems.