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PTC Customer Support Engagement Guide
Get to know PTC's Service Offerings and how to engage, interact and make the most of Technical Support.

Support of Third-Party Products for Windchill RV&S (formerly Integrity Lifecycle Manager)

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 Windchill RV&S 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 Windchill RV&S 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 Windchill RV&S Installation and Configuration Guide. If some aspect of the advanced or atypical configuration proves not to be transparent to the operation of Windchill RV&S, you will 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