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PTC MKS Toolkit Support Value Proposition

PTC support is the most cost-effective way to protect your software investment. It not only saves invaluable time, and money, but ensures uninterrupted access to vital technical support and product upgrades - features that can make a real difference to your bottom line.

With a support contract in effect, you receive the following:

  • Guaranteed compatibility for all future releases, bug fixes, and patches of Microsoft operating systems that are released during the support period. Please note that PTC MKS Toolkit products are often but not always compatible with new releases from Microsoft and the current version of your PTC MKS Toolkit product may stop working correctly;
  • All future enhancements and bug fixes from PTC (we generally release one major upgrade and several patches every year);
  • Unlimited access to vital technical support via telephone and email to highly skilled customer support engineers and software developers;
  • Comprehensive documentation, up-to-date guides, technical bulletins, and release notes;
  • Better budget management with centralized, synchronized subscription termination dates.
If you allow your valuable support contact to lapse and at a later date wish to reinstate it, you may do so, however, the cost of reinstatement will be substantially greater than your annual renewal rate.

Please note:

If you elect not to renew your support contract, you will not be entitled to any enhancements and bug fixes from us even if the release or patch containing the enhancements and bug fixes was available prior to the expiration of your contract. Additionally, we cannot guarantee that your current version of PTC MKS Toolkit will operate correctly on future releases of Microsoft Windows.
 


How to Obtain a PTC MKS Toolkit Support Contract

Product Purchase

PTC MKS Toolkit and X/Server products are sold bundled with one-year of support. However, support for a new product purchase is valid only if all other active licenses in a customer's inventory are also covered by support. If you are not currently on a support contract and would like to be, contact PTC MKS Toolkit Sales.

PTC MKS Toolkit Support Renewal

Customers are notified by PTC MKS Toolkit Sales prior to the expiration of their support contract with renewal information and pricing to renew for an additional year(s). Support renewal is allowed only if all other active licenses in a customer's inventory are also covered by support.

Support renewal pricing is honored for 30 days after the initial support contract expiration date.

Please note:

If you elect not to renew your support contract, you will not be entitled to any enhancements and bug fixes from us even if the release or patch containing the enhancements and bug fixes was available prior to the expiration of your contract. Additionally, we cannot guarantee that your current version of PTC MKS Toolkit will operate correctly on future releases of Microsoft Windows.
 

If you believe your support is about to expire and have not received any notification of your contract status, contact PTC MKS Toolkit Sales.

PTC MKS Toolkit Support Reinstatement

In situations where older licenses were purchased without a support contract or a current support contract has lapsed more than 30 days, support can be reinstated by purchasing updates for your unsupported license. An update license is a new version of an existing license (not an additional license) and is bundled with one-year of support. However, an update purchase is allowed only if all other active licenses in a customer's inventory are also covered by support.
  • The option to purchase an update is only available during the 24 months after the initial support contract expiration date.
  • If updates are shipped rather than downloaded from our website, the customer is responsible for shipping costs.

If you do not have a current support contract and would like one, contact PTC MKS Toolkit Sales.

PTC MKS Toolkit License Retirement

In certain instances, customers may wish to reduce the number of licenses they have active (i.e., currently in use). These would include instances where a product is no longer being used or an overall reduction in installed base.

When a customer chooses to reduce the number of active licenses, the license rights for these licenses must be retired by completing a Request for License Retirement, available by contacting PTC MKS Toolkit Sales. This form must be signed by a representative of the customer with binding authority to make this decision and is not effective until the form is accepted by PTC. The customer will pay support going forward according to the new license quantity.

Licenses, once retired, can no longer be used.

Reductions are only effective going forward from the date we are notified of the reduction, and we will not give credit for past reductions in license usage. We reserve the right to decline acceptance of customer requests for reduction.