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Component
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PTC Responsibilities
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Customer Responsibilities
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|---|---|---|
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Identity and access management
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Provide documentation for supported roles, permissions, and integration patterns.
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Create and manage identities, role assignments, user consent, and access lifecycle policies.
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Deployment templates
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Provide and maintain reference Terraform modules, sample Helm charts, and deployment guidance.
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Customize templates and values for your environment, deploy the solution, and manage change approvals.
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Container images
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Build, scan, version, and deliver approved container images with release notes.
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Store images in your registry, manage registry access and networking, and use approved versions.
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Infrastructure provisioning and policies
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Provide validated infrastructure-as-code templates and guidance for Azure deployments.
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Provision and operate Azure resources, including networking, AKS, identity, logging, quotas, and policies.
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Observability and monitoring
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Provide guidance on observability integrations, recommended metrics, and dashboards.
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Deploy and operate monitoring tools stack, configure alerts, retain logs, and handle incident response.
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Application upgrades
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Publish updated images, templates, and documented upgrade instructions.
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Plan, test, and execute upgrades within your SDLC andvalidatepost-upgrade behavior.
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Security patching
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Release patched images and templates addressing product vulnerabilities.
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Apply patches in your environment,validateresults, and complete rollout within your timelines.
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Security and compliance controls
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Provide security baseline recommendations and hardening guidance.
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Enforce policies, manage RBAC, meet compliance requirements, and maintain audit evidence.
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Support and service levels
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Support product defects, deployment asset issues, and escalations as outlined in your contract.
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Operate and monitor the runtime environment and provide first-line support as agreed.
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Data handling
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Document product data flows and telemetry behavior.
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Manage data governance, residency, backups, restores, and tenant-specific data protection.
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Backup, restore, and disaster recovery
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Document recovery behavior and limitations for stateless components.
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Define RPO and RTO, implement infrastructure-level disaster recovery, and run recovery tests.
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Decommissioning and uninstall
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Document teardown and cleanup steps, and how to disable integrations and telemetry, identities, and permissions.
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Back up required data, remove access, decommission infrastructure, and meet audit requirements.
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Incident management
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Define the incident model, escalation paths, and diagnostic processes.
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Monitor the environment, manage on-callresponses, coordinate incidents, and conduct post-incident reviews.
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