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Customer Support Guide

The Windchill Solution product suite interacts with many operating systems and third-party products. PTC Quality Assurance tests and validates a given release of a Windchill Solution on many combinations of supported hardware and software platforms. A list of supported configurations is available in the release notes and under Interoperability Matrices and Compatibility Matrices. If you run a Windchill Solution on a supported configuration, you ensure that Technical Support has the same access to the supported hardware and software environments that you do. Technical Support uses the hardware and software environments to analyze and reproduce your issue. Any errors found on such a configuration are reported to Development through a software performance report (SPR) for correction in a maintenance release or major release of Windchill.

Technical Support is only provided for configurations listed in the installation guides, Read This Firsts, and the matrices found on the PTC Technical Support Website. Therefore, to ensure satisfactory support of deployed systems, refer to these product matrices before implementing your Windchill Solution or upgrading any of its components.  Please contact Technical Support with any questions about supported configurations (see the Contact tab for Technical Support contact information).

Recommendations to optimize configurations for Windchill server performance, including property files and configuration of backup and recovery strategies, are available from PTC Global Services and are not part of PTC Maintenance Services.  Technical Support is only provided for configurations officially supported by PTC.