Customer Care Program for PLM

CCPLM: your Pro.File PLM team, on retainer.

CCPLM is a monthly subscription that puts the Cre8tive PLM experts behind your Pro.File installation: a ticket portal for anything you need, plus an allotment of consulting time we use to actually do the work. Improvements, updates, training, reports, and more.

Dedicated Support TeamDedicated Customer Success ManagerITAR Compliant

Ticket portal, 24/7Full traceability from entry to resolution

Monthly consulting allotmentReal hours spent doing the work, not just advising

Dedicated Customer Success ManagerOne point of contact who knows your installation

ITAR compliantBuilt for aerospace, defense, and regulated manufacturers

What's included

Not just answers. Outcomes.

Most support plans stop at “here’s how you could do that.” CCPLM includes the hours to do it for you. Your consulting time allotment is real, usable capacity, spent on whatever moves your PLM forward each month.

Ticket Portal Access

A robust web portal with 24-hour access and full ticket traceability from entry to resolution. Email updates on every comment, and tickets are never closed without your confirmation.

Monthly Consulting Allotment

A recurring block of expert time included in your subscription, billed in half-hour increments and used to perform the needed work, with monthly reporting so you always know where it went.

Installation Support

Functional and technical help, end-user support, system security and account management, and coordination of Pro.File and integrated third-party support cases.

Improvements & Updates

Changes to screen configurations, workflows, and forms; creation and modification of document types, part classifications, and business processes; service pack deployment and test system refreshes.

Training On Demand

Training and consulting on all Turnkey functionality. Onboard new users, level up admins, and refresh teams after upgrades as a first-class use of your allotment.

Reports & Dashboards

Creation and modification of SSRS reports and dashboards, plus consulting and minor changes to your existing customizations. Real deliverables, not just advice.

Service tiers & response times

Two service tiers. Committed response times.

Every request is matched to the tier of work it needs, and every ticket is backed by a response commitment.

Standard tier

Support for everything you run today

All existing processes and modules: functional and technical help and training, end-user support, user, group, and permissions management, form and status network adjustments, reference lists, CAD/Office data mappings, no-code report, screen, and workflow support, and service pack updates with test system refreshes.

Advanced tier

Code and advanced consulting

SSRS report and dashboard development, UI customizations, automations, integrations and PLM–ERP integration support, form scripting, new document types, part classifications, and status networks, multi-site archive, cache, and replication support, and metadata mass updates.

≤24 hrsResponse time, non-priority tickets

≤4 hrsResponse time, priority escalation

½ hrTime charged in half-hour increments

24/7Web portal access for ticket submittal

How it works

Simple by design.

Four steps, repeated every month, so your Pro.File platform keeps getting better.

Pick the monthly plan that fits your installation’s size and ambitions. Your consulting time allotment is set from day one.

Submit & Prioritize

Raise anything through the ticket portal: a question, an issue, an idea, a training need. We triage together and prioritize what your allotment gets spent on.

We Do the Work

Our consultants execute: fixes applied, improvements configured, reports built, training delivered. You see the results in your system, month after month.

Review & Roll Forward

Regular check-ins keep the backlog aligned with your goals, and as your needs grow, your plan can grow with them.

Who it's for

Every Pro.File customer, Epicor-related or not.

Whether you came to Pro.File through Epicor PLM, directly from Revalize, or years ago under a different banner, CCPLM augments your staff with a team of Pro.File experts so your people stay focused on business growth and manufacturing. Knowledge transfers directly from our implementation team to your support team, it pairs naturally with the Turnkey Subscription, and European customers can combine it with our managed services plans.