› RAPiDS - Production Support Services

RAPiDS - Production Support Services

The RAPiDSTM (Remote Administration for Production Data Systems) offering, introduced to PLM/Windchill customers in 2007, was specifically designed to provide administration services for PTC’s products developed on the PLM/Windchill platform as well as its supporting applications.
ProductSpace maintains a team of experienced PLM/Windchill experts to provide remote administrative and end user support for its customers. This team based approach allows us to eliminate knowledge gaps in a complex set of technologies that make up the Windchill product. This enables ProductSpace to provide a comprehensive level of support for customers that is difficult to attain with a single onsite administrator. We provide proactive support for our customers by using application monitoring tools to alert us of potential problems before they occur. Furthermore, daily and weekly scheduled tasks are automatically created for us to manage the routine work that needs to be done for each customer. Our customers have direct access to the RAPiDS Team using a web based ticket tracker, a telephone hotline, and a group email address. This allows us to provide timely reactive support for issues that occur during the business day. 

The deployment of the RAPiDS solution starts with a thorough analysis of the customer environment followed by tuning of the system for optimal performance and stability. Monitoring tools to track system availability and performance are also deployed in this phase. The customer is provided access to a ticket tracker to submit issues online along with a telephone hotline to directly contact a Windchill System Admin. RAPiDS solution is based on a fixed price subscription and there are no limits on the number of issues that can be reported. The RAPiDS solution includes Windchill system and business administration support. 

Custom Pricing & Packaging

The sections below outline the general description of RAPiDS services. We have designed our pricing and packaging to meet varying requirements of our customes. The following are some examples of how customers can choose packages specific to their needs:

  • Fractional administration service if customer already has Winchill Administrator(s) on staff but need additional help with coverage and production/project utilties (pSAM or Windchill Apps)
  • Fully outsourced & managed service covering all aspects of application support and administration 
  • Geographical or Hours Coverage options: 24x7 or 12x5

RAPiDS System Administration Support

ProductSpace will provide PLM application and infrastructure support as scoped below.

Application Administration

ProductSpace team will pro-actively manage the Windchill application running on-premise in the customer network to ensure consistent system availability and performance.

The following tasks will be routinely performed by the administration team:

  • Stop and Start Windchill environment as needed
  • Proactive monitoring and management of log files
  • Proactively address and resolve system alerts
  • Manage Windchill workflow queues
  • Manage publishing queues and CAD worker configuration
  • Refresh test system with production data when requested.
  • Provide application performance tuning as per vendor best practices
  • Manage service packs and patches
  • Work with customer IT to support OS and infrastructure maintenance
  • Provide software configuration control for all changes deployed to the system

Database Administration

ProductSpace team will pro-actively manage the database server running on the customer environment.

The following tasks will be routinely performed by the database team:

  • Stop and start databases
  • Add space to databases as needed
  • Restore databases in the event of corruption
  • Periodically update Oracle statistics to ensure optimal query performance
  • Review database growth and resource utilization
  • Perform database security audits
  • Perform database performance analysis
  • Perform database defragmentation
  • Apply database patches/updates

Backup and Recovery

The primary goal of the backup processes is to minimize data loss in case of a disaster as well as in keeping the different data stores in sync after a restore. The backups are designed to support the recovery process for various levels of failure including the capability to rebuild the entire system from scratch using the backups if needed. ProductSpace team will ensure that the backup processes are configured and running on a continual basis and periodically validates the recovery processes using these backups.

RAPiDS™ includes the following backup and recovery services:

Backup Services

  • Install and configure hot backup software, scripts, and tools.
  • Create backup staging directories as required.
  • Perform full and incremental backups according to the appropriate backup schedule.
  • Analyze backup exceptions and restart if needed.
  • Test the backup procedures periodically.

Backup Retention

  • Backup retention period will be decided in consultation with the customer based on storage availability
  • Copy backups to external media such as a tape drive, USB drive or network share as required by the customer.

Recovery Services

  • Restore from full and/or incremental backup(s) as needed after system failures
  • Validate integrity and consistency of restored information.
  • Test the recovery procedures periodically.

Monitoring

ProductSpace will deploy PTC System monitor along with custom monitoring tools to ensure that the RAPiDS™ service meets customer expectations on a continual basis

RAPiDS™ monitoring will include the following:

  • CPU and Memory usage of the system
  • Process monitoring for Windchill
  • Log file monitoring
  • Database monitoring
  • Backup monitoring
  • Security monitoring
  • Windchill transaction monitoring

 The RAPiDS™ monitoring scripts will alert the ProductSpace team when any issues are identified in the Windchill environment.  ProductSpace team will promptly resolve any issues identified by the monitoring process to minimize end user issues.

Security

  • Manage SSL configuration for Windchill application as needed
  • Support customer IT in identifying and remediating security issues with the Windchill application
  • Implement security processes to ensure only authorized resources have access to customer environment

Operating System Administration

ProductSpace team will work closely with the customer IT department for updates to the operating system to ensure conformance with the customer’s IT policies.  In coordination with the customer’s IT department, ProductSpace will work on tuning the operating system to maximize application performance and in applying critical OS patches.  ProductSpace will follow formal change control process to deploy OS updates and validate all changes in a test environment before promoting to production.

Network Administration

The customer’s IT department will be responsible for managing the network infrastructure for the Windchill application and database servers. ProductSpace team will work with customer’s IT department as needed to troubleshoot any issues with the network affecting performance of the Windchill application.

RAPiDS Business Administration Support

The following lists of business administration tasks are supported:

  • Adding new lifecycle states
  • Adding new roles
  • Minor updates to existing workflows
  • Troubleshooting queue failures
  • Setup and configuration of replication rules
  • Indexing rules setup
  • Updates to OOTB revision series
  • Resource bundle updates
  • Object initialization rule updates
  • CAD Worker and Publishing scheduler configuration
  • Troubleshooting of access control issues
  • Setting up user accounts
  • User deletion and maintenance

Service Performance

System Uptime

99.5% uptime of the Windchill application and database in production each month within the support window, subject to SLA terms

System Performance

ProductSpace will work with the customer in tuning the Windchill application and database to ensure optimal performance to the end users. If agreed upon performance thresholds are not satisfied on a consistent basis, ProductSpace will work with the customer and the software vendors in performing additional tuning of the system. If it is determined that the poor performance is due to lack of hardware resources, ProductSpace will provide recommendations to the customer for upgrading their hardware

Monthly Reporting

ProductSpace will provide a report with system and performance metrics at the end of each month of RAPiDS™ service. This report will include the following information:

  • Status of system uptime SLA and amount of unplanned outages if any
  • Measurements of the KPIs established in the performance monitoring tool
  • Current status of the backup and recovery processes
  • Windchill usage profile for the month
  • Disk space utilization
  • Server CPU and memory utilization profile

Support Levels

The customer can report issues to the RAPiDS team either through the online system or over the phone.  The timetable for resolution will depend on the exact nature of the problem including number of users affected. 

The following guideline is used in the RAPiDS™ Ticket Tracker:

  • Emergency – System is unavailable for all users
  • High – System has an issue that affects a significant number of users (>75%)
  • Medium – System has an issue that affects a moderate number of users (>50%)
  • Low – System has an issue that affects a small number of users (<10%) or end user has an issue that requires attention

 

 
 
Google+ Visit YouTube
 

 
Contact Us
 
Email at sales@productspace.com
 
630-495-2999
630-495-2999
630-396-9283
630-396-9283