In last week’s blog, one of the tools I pointed out was our brand-new, online Mathcad Support Center. Today I want to walk you through what this tool can do.
The tool was designed to answer the most frequently-asked questions we get about installation and licensing. Because Mathcad has gone through so much transition on this front, from being acquired and adopting a new licensing technology to migrating the Single User model to a maintenance-entitlement model, different tools have been necessary to support the different models. Customers were rightly getting confused on which model best fit their circumstances. Once we got them to the right destination, it’s been an easy matter to get the problem resolved.
So, the first thing any PTC customer needs before interacting with our website is a basic web account. The first page of the Mathcad Support Center provides options to create an account, upgrade it if you are an active maintenance customer, check your status, or reset your password. If you already have an account, you simply move to the next page.
The second page determines whether you are an Enterprise, Single User, or Trial user. Don’t let the word ‘Enterprise’ put you off – a significant number of our Enterprise customers are individual users in small companies. It is simply our term to define customers on the maintenance entitlement model, as opposed to the Single User (non-maintenance) model.
Once a product type has been selected, the next step is to indicate whether the issue type is installation, licensing, or both. Both issue types are described and defined so the proper selection can be made. However, we will re-route your case appropriately if you happen to make an incorrect selection. Here is what this screen looks like for an Enterprise customer:
If you choose Licensing as an Enterprise customer, you’ll be presented with additional options depending on what you’d like to do with your license: retrieve an already existing license file, configure (set up) a new license file, move a license file to a new computer, or retrieve your Home Use license if currently active on maintenance. If you’re not sure, simply select ‘Other’ – you’ll have the opportunity to describe your problem in a free-form field.
And that’s it – depending on the problem you are trying to resolve, you will either be directed to the appropriate web tool for self-service, or asked for additional details so we can open a case and route it to the proper support team. By consolidating the entry point for all these various options, we hope to make it easier for you – the Mathcad customer – to receive better service and get up and running on your software more quickly!
If you’ve used the new tool and would like to share your thoughts on it, please leave a comment below!