ThingWorx Support

Improve your productivity and reduce costs by proactively accessing continuous software improvements, leading-edge online support tools, and personal assistance from a global team of support engineers. Support services are carefully designed and regularly enhanced to help you fully utilize your software and avoid costly interruptions in production.

ThingWorx Community

Troubleshoot, explore blogs, and participate in our discussion forums.

eSupport Portal

Search known solutions, find product documentation, tutorials, online help and user guides.

Assisted Support

Contact your support team and get personalized assistance.

Support Services

ThingWorx Support Tiers

Developer Community Support

Developer Community Support provides the ThingWorx Community with PTC direct knowledge domain expertise and informative content to help ensure developers find timely, accurate answers to their questions.

IoT Assisted Support

IoT Support is a foundational Assisted Support Service, connecting developers with Technical Support Engineers having an in-depth knowledge of PTC’s IoT platform solutions. Developers receive direct support from subject matter experts on how-to, installation & configuration, connectivity, and scalability questions, focused on ensuring your success with PTC’s IoT Solutions.

  • Platform Support
    IoT Platform Support provides assistance with installation and configuration of the IoT Platform. This service includes base guidance on scalability or availability of the platform configurations, platform integration and extensions. Services are delivered by specialized Technical Support Engineers who are experienced with the critical nature of a production IoT application.
  • Developer Support
    IoT Developer Support will provide assistance in answering development questions and related practices when developing on the IOT Platform. PTC Technical Support will guide you on the use of the IoT Platform APIs and answer “how-to” questions when working in our IoT development environment and when utilizing our Software Developer Kits (SDKs) to address a specific use case. Developer Support also includes assistance with questions related to code examples or review of pertinent application code snippets (when required to isolate and resolve an issue). The Technical Support Engineer will also validate and accept software performance reports (SPRs).
  • Connectivity Support
    IoT is all about connecting things that share data and collectively build intelligence. Connectivity support provides “how-to” answers for connecting things to the IoT Platform, connectivity software in the form of a Micro Server as well as an SDK with applicable use cases based on a connected thing requirements. Technical Support Engineers will guide in the use of Edge software components, including installation, configuration and assistance to isolate and resolve issues.