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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: ThingWorx |
PTC does not provide Technical Support for container orchestration deployment, management, or troubleshooting.
However, as ThingWorx is agnostic to the underlying infrastructure on which it is deployed, if you encounter any issues on the ThingWorx platform itself such as those involving Mashup builder widgets, extensions, ThingWorx services, entities, and other issues pertaining only to ThingWorx, you may engage PTC Technical Support to get assistance.
Reported issues would need to be reproducible in a supported ThingWorx environment (PTC Technical Support would not be testing on a containerized environment).
Managing production deployments of enterprise applications in container (like Kubernetes cloud environments) is extremely complex requiring expertise across a very large number of I.T. domains, the specifics of doing so are up to the customer and implementation partner.
Customers using containerized deployments in their development or production environments should have the in-house expertise to deploy, manage, maintain, and troubleshoot their own containerized architecture.
As an example, specific issues with Azure Kubernetes Service (AKS) deployment, usage or troubleshooting should be addressed through Microsoft Technical Support
PTC Technical Support requires access to logs and other diagnostic information required to diagnose and assist in resolving issues with our software.
Technical support may also ask for adjustments to software configurations to aid in diagnostics or address perceived issues. For instance, modifying the access log format or adjusting the size of a thread pool.
Regardless of how our software is deployed, it’s essential to ensure that you can swiftly and effortlessly make these configuration changes and provide the necessary logs.