Support

Support. Someone who can assist you. This is the added value we offer. We try to keep it user-friendly and we strive for a high-quality end result. Customers with an active PTC contract can use Innoptus support.

Innoptus Support

When you run into an issue you can contact our support department. Submitting an issue via our support department ensures your ticket will be handled within the agreed timeframe and according to the correct severity classification. Are you looking for more than our standard support? Inform yourself about our offer for extended support and Managed Services.

Availability and ways to contact us

The Innoptus support department is available on business days from 08:30 to 17:00.

Support contact form

The fastest and most efficient way to receive accurate assistance is by submitting your request via our first-line support contact form, available below.

Phone

In situations where immediate assistance is required, you may contact an Innoptus support consultant directly by phone:

The Netherlands: +31 76 57 22 570
Belgium: +32 56 35 66 74
France: +33 1 89 21 15 49

Please follow the instructions provided by the automated support phone system.

Mail

Support requests can also be submitted by email at: support@innoptus.com

Submitting a support email

When sending an email to our support team, please include a short, clear description of the issue and describe what you expected to happen. Providing the following information will help us resolve your request more quickly:

What was the purpose or objective of your action?
What did you expect to happen?
A step-by-step description of the actions you took (including functions or icons you clicked).
A full-screen screenshot of the relevant window, including any unexpected or unclear notifications.
In certain cases, a relevant dataset may be requested*. This is required when we need to file a case with PTC.

* After a support ticket is closed, all provided datasets are permanently removed from our systems and are used solely for reproducing and resolving the issue. If required, an additional NDA can be incorporated into the support process.

Providing a detailed and clear request helps our Support team resolve issues more quickly. In some cases, it may also help you or your key users identify the solution independently.

Please note that for requests submitted through other channels or via direct contacts within Innoptus, we cannot guarantee our standard support service levels.

Submit a support call

Subject

Severity

Low

Medium

Software

Windchill

Creo

CADWorker

Mathcad

Arbortext

Other

Definition of your problem

What did you expect to happen

Step by step description of your actions that led to the problem

Attachments for clarfication of the issue.

Attachement 1

Attachment 2

Attachment 3

Contact details

Company name

Contact person

Phone number

E-mail address

I consent to the processing of my data in the manner described in the Privacy Statement

PTC Account

If you have a PTC Account in combination with an active maintenance contract, find these possibilities below:

Update your PTC Support account
Forgot the password for your PTC Support account? Reset your password here
Installing new licenses with the help of a Sales Order Number
Lost your licence file? Retrieve your existing licences here
PTC Knowledge Base
Have an idea for improving PTC products? Submit a “Product Idea”
Order or download the latest software and updates for your PTC products

PTC Creo Parametric Resource Center

Are you already familiar with the PTC Creo Parametric Resource Center? You can use various information sources from PTC via this link:

Tutorials
Help Center
Support
PTC Communities