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Customer Support Guide

The handling of data covered by Non-Disclosure Agreements (NDA), International Traffic in Arms Regulations (ITAR) and Controlled Unclassified Information (CUI) in the scope of an Assisted Support Case is described in this section.

Never submit NDA, ITAR or CUI data to your case before discussing the appropriate handling procedures with the Technical Support Engineer (TSE) assigned to your case.

Handling NDA Data

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:

  1. Tell the technical support engineer that you will be providing proprietary data that should be covered by a Non-Disclosure Agreement (NDA).
    • The technical support engineer will send you a Non-Disclosure Agreement, or Confidential Information Transmittal Record (CITR) if you have an ongoing NDA with PTC, prior to sending the data.
  2. Use the NDA, or CITR, to list the specific data files that are covered by the NDA.  This is required.
    • PTC will process the completed NDA Short form, as a commitment to safeguard your data according to the requirements of the NDA.
  3. Follow the instructions from the technical support engineer for the specific process for submitting NDA 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 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.

Handling ITAR Data

Many companies in defense-related businesses must follow the International Traffic in Arms Regulations (ITAR).  If you need to send data to PTC that is covered by ITAR, follow these steps:

  1. Inform the technical support engineer that you will be providing ITAR data.
    • PTC will then ensure that the technical support engineer assigned to handle your data (and anyone else at PTC who will handle your data) is a U.S. citizen or permanent resident.  PTC will assign your case to another engineer, if necessary, to satisfy this requirement.  PTC will also ensure that your data will not be exported outside the United States.
    • The assigned technical support engineer will then send you an Export Controlled Data Transmittal (ECDT) form to fill out.
  2. Use this form to list the specific data files that are covered by ITAR. This step is required.
    • PTC will process the completed form and provide a secure transfer method for use, as a commitment to safeguard your data according to the ITAR requirements..

Follow the instructions from the technical support engineer for the specific process for submitting the ITAR 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 ITAR 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.

Handling CUI Data

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:

  1. Inform the technical support engineer that you will be providing CUI data.
    • PTC will then ensure that the technical support engineer assigned to handle your data (and anyone else at PTC who will handle your data) is a U.S. citizen or permanent resident.  PTC will assign your case to another engineer, if necessary, to satisfy this requirement.  PTC will also ensure that your data will not be exported outside the United States.
    • The assigned technical support engineer will then send you an Export Controlled Data Transmittal (ECDT) form to fill out.
  2. Use this form to list the specific data files that are covered by CUI.  This step is required.
    • PTC will also sign the completed form, as a commitment to safeguard your data according to the CUI requirements.

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.

24-Hour Support Process for ITAR or CUI Data-Specific Issues

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 ITAR or CUI data will be available.  Technical Support will make a best effort to continue 24-hour support by troubleshooting the issue without using the ITAR or CUI data.