The handling of data covered by Non-Disclosure Agreements (NDA) and Controlled Unclassified Information (CUI) in the scope of an Assisted Support Case is described in this section.
Never submit NDA or CUI data to your case before discussing the appropriate handling procedures with the Technical Support Engineer (TSE) assigned to your case.
Your technical problem may involve confidential or proprietary data that should be (or is) subject to a non-disclosure agreement (NDA). To send such NDA data to PTC, follow these steps:
When the issue is resolved, PTC deletes the NDA data from any systems where it was stored and destroys or returns any media (such as CDs or tapes) containing the data at your option.
Many companies in defense-related businesses must follow the U.S. Controlled Unclassified Information (CUI). If you need to send data to PTC that is covered by CUI , follow these steps:
Follow the instructions from the technical support engineer for the specific process for submitting the CUI data to PTC. None of the methods described in the Sending the Data section should be used.
When the issue is resolved, PTC deletes the CUI data from any systems where it was stored and destroys or returns any media (such as CDs or tapes) containing the data at your option.
For cases logged after U.S. business hours or for any other 24-hour support issues including Enterprise Down, Technical Support cannot guarantee that personnel eligible to handle CUI data will be available. Technical Support will make a best effort to continue 24-hour support by troubleshooting the issue without using the CUI data.