ProductSpace team will pro-actively manage the Windchill application running on-premise in the customer network to ensure consistent system availability and performance.
ProductSpace team will pro-actively manage the database server running on the customer environment.
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.
ProductSpace will deploy PTC System monitor along with custom monitoring tools to ensure that the RAPiDS™ service meets customer expectations on a continual basis
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.
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.
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.