The Optima support maintenance contract

Why do I need a Maintenance Contract?
Anyone using Pro/ENGINEER will know that having a good support structure in place makes you feel much more confident when using the system. To ensure our clients receive the best level of support we recommend taking a Maintenance Contract. This gives access to our dedicated support line 5 days a week, between 8am and 6pm, a dedicated email address solely for support issues and a Web based support systems for Support Request tracking / logging 24 hours a day, 7 days a week.

We also offer remote assistance.

What is included in your Maintenance Contract?

User assistance/support - via our dedicated support line including 'How do I...?' questions
Administrator assistance/support - via our dedicated support line to address issues connected with the running of the system
Supply of software corrections and revisions - available at no charge from the manufacturer
"Bug" reporting/control
Remote intervention - web dial-in, with access controlled by you
Self Service - Access to our online support centre that allows you to find out how your issue is progressing and provides access to our Knowledge Base

Can you tell me more about Web Based Support?
Optima Self Service is the web portal that caters for all your support needs. The gateway includes access to:

Your current and historical issues
- After logging into the system with your unique password you can take the time to review old cases as well as checking progress of any open requests.
New request generation
- Logging a new request is quick and easy. A short description with the aid of drop down boxes will allow our engineers to more accurately diagnose your problem.
- The request will be logged automatically so there is no danger of your call falling into the dreaded 'black hole'.
Knowledge Base - includes quick fixes, tips and techniques
- The knowledge base search can be performed by looking at specific problem areas or on a general keyword. The keyword search will post any result with the keyword including details of any requests you have made.

This system now forms the core of our support system. Even when a call is taken over the telephone, all of the details are logged within the very same system. A call number will be allocated during the telephone call and you can track the progress via the web interface.

What's next from Optima Support
Optima will be introducing more online support functions by including Tips and techniques on this web site as well as a Technical news section.

We are always open to suggestions though, if you have any thoughts on subject's that are of particular interest please e-mail support@optima-design.co.uk.

What our customers are saying:

"I have been using Pro/ENGINEER for a short amount of time and as with any new CAD I required technical support. The idea of drawn out telephone conversations and emails with instructions of "mouse click here" and "button push there" is daunting. The answer is here with Optima offering GoToMeeting. This allows Technical Support to see exactly what is happening on your screen and where the problem lies. Taking over your mouse they can show you how to fix it; no more long string of instructions. In my opinion it is the only way technical support should operate" Steve Quinn - Intelligent Power Systems

"There are many resellers we could have purchased Pro/ENGINEER from but Optima stood head and shoulders above the rest. Their ability to supply a complete solution including software, hardware, training and consultancy meant that they were the only logical choice for Moxy UK. We are not just choosing a software supplier but a long term partner" Paul Keating - Moxy UK Limited

"Optima have been a pro-active, helpful and above all, knowledgeable, company to deal with and we would not hesitate in recommending Optima to any other Pro/E users" Chris Hare - Polymer Engineering

How do I get a Support Agreement?
Maintenance Contracts are available to all. For a quotation, call us now on 01623 672080 or email us at info@optima-design.co.uk

How to contact customer support

Tel 01623 672088

email support@optima-design.co.uk

web click here

Useful links:-

PTC Technical Support Home Page
Search the PTC Knowledge Base