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A PTC Technical Support Account Manager (TSAM) is your company's personal advocate for leveraging the breadth and depth of PTC's Global Support System, ensuring that your critical issues receive the appropriate attention quickly and accurately.
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| Guidelines & Legal: Codebeamer |
When contacting Technical Support, customers must clearly explain the use case related to the issue being reported, especially when customizations are involved. Additionally, it is important to describe any testing already performed to help isolate the root cause.
PTC Technical Support does not have insight into how a customization was designed or developed. Therefore, any troubleshooting performed by Support will involve removing customizations to help identify whether the root cause lies within the standard product.
Customizations implemented by the customer, a PTC Partner, or any third-party organization are supported only in the following ways:
• PTC Technical Support engineers do not write custom code, nor can they debug or troubleshoot custom code unless a product defect is identified and can be reliably reproduced in a standard, out-of-the-box Codebeamer environment.
• Support is limited to out-of-the-box features and functionalities as documented in the Codebeamer Help Center and related official documentation.
• As Codebeamer evolves through new releases and builds, some features or functionalities may be modified or deprecated to align with modern best practices. Customers are strongly encouraged to review release notes for each upgrade to assess the impact on custom code or extension, and to test modified or new functionalities in a non-productive environment before deployment.
For assistance with the development or maintenance of custom integrations or applications, please contact your PTC Sales Representative or your PTC Partner to explore available consulting services.