Training | Support | Tecnomatix Support | Experteam Services & Support | Platform Strategy

Training

To enable you to "Transform the Process of Innovation", UGS provides learning solutions that can transform the process of educating your staff. We have developed a training solutions tool set that provides you with faster time to value, increased productivity, and lower overall implementation costs. Our commitment to a 'blended solutions' approach provides our customers with a choice of training products and services that can be leveraged to fit the diverse needs of your user base.

All of our learning solutions are completely scalable, providing tools that can assess and address the training needs of a single user or the diverse requirements of an entire enterprise. Supported by a global network of training professionals, our training products are available on-demand from virtually any location, and our customization services can capture and integrate your business processes and tribal knowledge into a coherent education program.

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UGS Learning Advantage: Maximize your PLM investment with e-Learning! (1.4M, PDF)

Support

Once your system is installed, your focal point for software support is the Global Technical Access Center (GTAC). The center provides both your application and operating systems software support through telephone and electronic access. GTAC electronic support is available 24 x 7 at http://support.ugs.com. GTAC telephone support is available M - F from 5:00 AM to 5:00 PM Pacific Time in the US and Canada, and during normal business hours internationally.

GTAC is organized into support teams consisting of subject matter experts. These teams are located in close proximity to their parallel product development groups, so they can quickly locate the path that will lead you to improved productivity. Calls taken via the telephone allow the caller to select the support area needed. The call is routed by our automated call distribution system to the first available subject matter expert in the area selected. GTAC does not have a tiered support model. Your calls are routed directly to technical support agents who have the knowledge and skills to understand, investigate and resolve problems quickly. Phone-based support includes problem escalation and management visibility for tracking all requests whether they are questions, reported problems or enhancement requests.

Our customer support web pages provide you with instant access to problem reporting, a symptom/solution database for FAQs, tips, techniques and software error listings, the ability to track open issues, to download and upload files, to participate in newsgroups, access to a quarterly technical newsletter, product certification information, and e-mail subscription services for support bulletins and other critical support information.

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Tecnomatix Support

UGS offers customers a full range of comprehensive customer support and professional services for the Tecnomatix product suite. Whether you need the expertise of our professionals to help with project design, methodology and implementation, or you're looking for on-line customer support, we can help.

 

 

 

Experteam Services & Support

UGS provides an unsurpassed depth and breadth of value-added services and support with UGS Experteam expert professionals with real world experience in product lifecycle management who team with your organization to measurably improve your entire product development process.

Experteam / UGS consulting professionals will team up with your company to:

• Accelerate achievement of your business goals through rapid implementation of product lifecycle management solutions
• Make PLM work for you to bring new products to market faster than ever before and capture new markets with innovative solutions, unique product features, special options and tailored solutions
• Enable your suppliers, business allies and customers to fully collaborate in an extended enterprise
• Enable you to globally share information and product knowledge while maintaining the integrity of every participant's business interests

Coupled with UGS technology, UGS Experteam provides best-practice solutions that enable you to more effectively manage comprehensive product lifecycles - and optimize key processes that determine a lifecycle's operational effectiveness.

Platform Strategy

Our primary strategic intent is to offer our customers a "platform of choice" stategy, providing our products on the market leading platforms that customers want. This has resulted in a largely platform neutral approach, with on going support for several varieties of 32 and 64 bit versions of UNIX running on RISC and systems that support Microsoft Windows running on x86 compatible processors available from the leading OEMs.

While platform support is somewhat product dependent (given that customers require different products on different platforms), a sample list of the hardware/software platforms that we generally support includes:

• HP - HPUX (PA-RISC)
• SUN - Solaris (SPARC)
• IBM - AIX (Power)
• Microsoft - Windows XP (x86)

The selection and support of these (and other) hardware/software platforms are driven by both market demand and existing customer commitments. Once a hardware/software platform is selected, we invest porting and testing resources and work closely with the provider(s) to optimize the performance and stability of our offerings on that platform in order to deliver the best end user experience.