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Customer Support Guide

Issues related to the installation of third-party products supplied by PTC are supported by PTC Technical Support. For third-party products not supplied by PTC such as Database Management Systems or Authentication Servers, Technical Support provides assistance configuring the Integrity software to interact with the third-party product. Technical Support may require or recommend a configuration change to a third-party product. It is the customer's responsibility to implement these changes, and Technical Support cannot provide detailed instructions. These changes should be discussed with an appropriate resource such as a qualified DBA, system admin or network admin. For example, Technical Support may recommend a change to the configuration of an LDAP server to enable Integrity to authenticate users against this server. This change would be the customer's responsibility.

PTC cannot provide guidance on advanced or atypical configurations of third-party components other than those configurations that are currently documented in the Integrity Installation and Configuration Guide. If some aspect of the advanced or atypical configuration proves not to be transparent to Integrity's operation, you may be asked to seek support from the third-party application vendor or change your configuration to be a known supported configuration. Such configurations include but are not limited to:

  • Database clustering
  • DNS resolution techniques
  • Utilities for data management/reporting
  • Firewalls
  • Hardware clustering
  • Load balancers
  • Authentication systems