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Customer Support Guide

PTC Technical Support provides the first line of support for all issues related to the PTC System Monitor, which uses dynaTrace Production Edition components.  Please contact PTC Technical Support online via the PTC Case Logger or by phone if you encounter problems using this product or the product documentation.

The PTC System Monitor has a rich set of features and capabilities that allow you to tailor the out-of-the-box configuration in terms of Dashboards, Sensors, Business Transactions, and Instrumentation to better meet your individual needs.  Therefore, PTC recommends that you engage PTC Global Services should you require assistance to customize the PTC System Monitor due to the potential consequences that it may have on the overall performance of the instrumented PTC system.

In circumstances where you experience issues with the PTC System Monitor or it is determined that the current PTC System Monitor configuration has an adverse impact on the PTC application, PTC Technical Support reserves the right to request that you revert back to the base PTC System Monitor configuration as provided by PTC to isolate the root cause of the issue.

When using the PTC Case Logger to request help with an issue related to the PTC System Monitor, select PTC System Monitor from the Product field under Issue Information. Selecting PTC System Monitor ensures that the case is routed to a certified engineer who can assist you with your issue.