PTC is responsible for deploying the customization script for the Customer upon request via an eSupport ticket. PTC assesses the script for insecurities and vulnerabilities. If PTC finds the script unsafe to deploy, the Customer is notified, and the customization is discouraged. Safe customizations are approved and deployed by PTC's deployment team during local working hours CET (8am-5pm).

Customization scripts must be decompiled and person legible. The Customer is required to provide detailed descriptions of the customization use case.

The following customizations are considered safe and supported but require scheduled downtime and a restart of the customer environment: HTML/CSS files. Velocity Macros (including Microsoft Word and Microsoft Excel), custom templates, workflow actions, email templates, external widgets, and automation scripts that sit outside of Codebeamer and are not behind a VPN.

The following customizations are not recommended by PTC: Groovy Scripts, GUI, and Static files.

PTC does not recommend the deployment of these customizations as they can lead to security vulnerabilities outside of PTC's control and contribute to upgrading complexities. PTC cannot guarantee that the customization is compatible with new releases of Codebeamer, which can lead to conflicts with the Codebeamer+ requirement to be on a supported version.

The customization can be deployed if the customer assumes complete responsibility for security vulnerabilities and performance issues. This must be in writing and signed off by both PTC and the Customer.

PTC cannot deploy JAR files. JAR files create insecurities, and hinder upgrade paths. PTC recommends rewriting existing or proposed JAR files via another script method.

If the customization does not work with subsequent upgrades, it is the Customer's responsibility to remove or modify the customization to accommodate the upgrade. The Customer is required to always be on a supported version of Codebeamer. If the Customer submits an eSupport ticket and PTC suspects the root cause is due to the customization, the customer must be able to prove the customization is not the source of the issue.

Any fonts, images, or other copyrighted material is on the onus of the Customer. PTC can deploy these materials at Customer request, but PTC will not be subject to copyright infringements.