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Customer Support Guide

PTC allows the use of commercially licensed virtual machine “VM” based servers for Windchill.VM usage requires that the guest operating system for Windchill adheres to the published Windchill Software Matrices.  PTC qualifies Windchill on Microsoft Azure and AWS.  Other cloud vendors should be used at the customer’s discretion.  Please consult the Windchill Software Matrices for additional information regarding what is supported.

When a VM is used for Windchill PTC provides technical support for it functioning within the VM itself.  PTC does not provide support or consultation for the configuration of the VM or for that VM’s underlying supporting host. 

At PTC’s discretion, technical support may be extended to other Windchill issues but only when the VM and its host are not suspected to be the cause.  
If PTC suspects the VM environment or it’s host as the likely reason for any issue, customers will be asked to contact either their virtualization product’s vendor or cloud provider for assistance.  Furthermore, PTC technical support cannot advise on the infrastructure, storage, network, setup, configuration, sizing, or performance expectations of a VM itself.  In such cases customers are asked to contact their vendor or service provider for assistance.