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Context
|
Feature
|
Production Environment
|
Non-production Environment
|
Service Catalog Action
|
Where Used
|
Type of Action
|
Input
|
Output
|
Execution
|
Turnaround
|
Customer-facing Comment
|
Service Guide Reference
|
|
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Security
|
Frontend Access
|
SSO supported SAMLv2-compliant Identity Provider (IdP) required
|
SSO Setup
|
• Net New
• Conversion
• Sustain
|
Service Request
|
• Selected services
• Metadata file
• Relevant settings schedule
|
SSO configured for customer IDP on selected services
|
Scheduled
|
• Two to three weeks for the initial instance.
• Five business days once familiar with the process.
• Typically involves three to four iterations.
|
All Windchill+ systems must be configured with SSO using a SAML2–compliant IdP provided by customer.
|
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|
Business Continuity
|
CPS
|
On request (at offering launch)
|
CPS Update
|
• Net New
• Conversion
• WBM Migration
• Sustain
|
Service Request
|
• Selected services
• CPS target version
• Deployment dates for integration, QA, and production
|
• Updated services
• Updated report
|
Immediate or Scheduled
|
• Three days for the initial run (including execution and validation), starting immediately or as scheduled based on input readiness.
• Duration may reduce to one or two days later.
|
CPS updates will be published on the Windchill+ Upgrade and Update calendar to inform customers about the upcoming CPS releases. These updates include small fixes to improve the product.
|
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|
Temp Patch Deployment
|
• Net New
• Conversion
• WBM Migration
• Sustain
|
Service Request
|
• Selected patches
• Target instances
|
Temp patch deployed
|
Immediate or Scheduled
|
Three days for regular tasks (including execution and validation), starting immediately or as scheduled, depending on input readiness.
|
Customers may request a Temp Patch Set when experiencing an issue with Windchill+ that is not resolved through typical CPS, maintenance, or upgrades.
|
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|
Service Items
|
Storage Access and Integration
|
• Admin only, allowed IPs
• ERP Connector, WRS
|
SAS Token Renewal
|
• Net New
• Conversion
• WBM Migration
• Sustain
|
Service Request
|
• Token type
• Customer email
|
• Token details provided in email
• Public key used to encrypt communications
|
Service request processing
|
• Initially performed during another task.
• Two days for regular tasks (including execution and validation), starting immediately or as scheduled, depending on input readiness.
|
SAS token renewal is performed for the customer during implementation to obtain new SAS tokens for all systems that will be integrated with Windchill+ instances.
|
|||
|
IP Allow List
|
• Net New
• Conversion
• WBM Migration
• Sustain
|
Service Request
|
IP (or IP range) to be added to the Allow List
|
Access granted
|
Service request processing
|
Two days for regular tasks (including execution and validation), starting immediately or as scheduled, depending on input readiness.
|
IP allow access is restricted to administrators only.
|
||||||
|
Automated Build Deployment
|
CCD compliant with WC+ select guidelines
|
Automated Build Deployment Initial Setup
|
• Net New
• Conversion
• WBM Migration
• Sustain (new environment)
|
Service Request
|
None
|
Name of the target that can be used (Int, Pipeline)
|
Cloud manual intervention required
|
Two days for regular tasks (including execution and validation), starting immediately or as scheduled, depending on input readiness.
|
|||||
|
LogFile Viewer Access
|
• Net New
• Conversion
• WBM Migration
• Sustain
|
Service Request
|
Name of the organization administrator to be granted access
|
Access granted
|
Cloud manual intervention required
|
Two days for regular tasks (including execution and validation), starting immediately or as scheduled, depending on input readiness.
|
Application logs can be requested by and provided to organization administrators only.
|
||||||
|
Automated Build Deployment
|
• Net New
• Conversion
• WBM Migration
• Sustain
|
Self-Service
|
CCD package and .yaml file in the storage account
|
• Build deployed according to .yaml specification
• Build logs
|
Immediate or Scheduled
|
• CCD package inspection: 30 minutes
• Backup: 30 minutes
• Deployment (per environment): Typically 30-60 minutes, depending on CCD package content
• Expected time:
◦ 2 hours for single deployment
◦ 2*2 hours for pipeline (2 deployments)
Entire workflow or process duration depends on validation activities, approval, and planning.
|
The Code and Configuration Deployment (CCD) tool provides a predefined structure that allows customers to package their customization and configurations into a single deployable unit, referred to as the CCD package. The package may include:
• Java code for customization
• Load files for business configurations
• Properties files for system configurations
|
||||||
|
Rehost
|
Not applicable
|
From Production
|
Rehost from Production
|
• Conversion
• WBM Migration
• Sustain
|
Service Request
|
Source URL and target URL
|
Target URL rehosted with latest data
|
Immediate
|
Three days for regular tasks (including execution and validation), starting immediately or as scheduled, depending on input readiness.
|
||||
|
Entitlements and Reporting
|
• Uptime Report
• Licence consumption
• Storage consumption
|
Storage consumption
|
Usage Reporting
|
Sustain
|
Service Request
|
Reporting month
|
Usage report
|
Cloud manual intervention required
|
Should be made available to Service Managers on the 10th of each month.
|
Usage reports are generated for all customers on a monthly basis. The standard service level for Windchill+ customers includes a quarterly review of these reports, as well as other service performance metrics, such as SLA compliance and Incident or Service Request trends.
|
|||
|
Available
|
Available
|
License update
|
• Net New
• Conversion
• WBM Migration
• Sustain
|
Service Request
|
• Entitlement reference
• Selected service
|
Update confirmation
|
Cloud manual intervention required
|
Windchill+ does not enforce a strict user allocation limit, allowing customers to allocate more users than currently contracted for a given role.
This flexibility enables customers to adapt quickly to business changes.
PTC will conduct an annual audit of user allocations and provide an invoice for any overages.
PTC will adjust the customer's future entitlement based on the new usage threshold and any remaining scheduled payments.
These updates will be at the then-current contractually agreed pricing, normalized on a per-user basis.
|
|||||
|
Information Request
|
Limited
|
Available
|
Information Request
|
• Net New
• Conversion
• WBM Migration
• Sustain
|
Service Request
|
• Environment or context
• Question
|
Answer or notification for completed activity when relevant (may be limited due to security or IP restrictions)
|
Cloud manual intervention required
|
Depends on the nature and complexity of the request.
|
Customers may request additional information from PTC regarding security documentation. However, PTC reserves the right to deny certain information requests depending on the nature and subject of the request.
|
|||
|
Onboarding Services
|
Net New - WBM Migration Production loading
|
Available for migration rehearsals on Migration and QA environments
Not available on Integration
|
Staging Preparation
|
WBM Migration
|
Service Request
|
Selected service instance
|
Staging ready
|
Immediate
|
One day for regular tasks (including execution and validation), starting immediately or as scheduled, depending on input readiness.
|
Staging preparation is a required action when conducting a WBM migration.
This preparation is initiated through a Service Request from the customer or delegated partner, generating all the necessary artifacts and configurations for a successful migration.
|
|||
|
Import DB into PDB
|
WBM Migration
|
Service Request
|
• Targeted service instance
• WBM option
• Dump file info
• Schema name
|
• DB imported
• Report generated
|
Immediate
|
Depends on the size of the database
|
The customer or delegated partner is responsible for the Extract and Transform processes on environments not hosted or managed by PTC.
PTC will facilitate successful loading and validation, but is only responsible for the final rehost of the Migration Target system to the Production instance.
|
||||||
|
Migration Loading
|
WBM Migration
|
Service Request
|
• Loader object type
• Task to perform
For more information, see WBM Migration with Windchill+.
|
Database import result or report
|
Immediate
|
Depends on the scale of the Migration
|
PTC will provide a dedicated and customer-specific data exchange location through Azure Blobs for uploading database export and file content.
This data exchange location will be secured through SAS Token, generated by PTC and provided to customer.
All storage consumed in this location will be measured against the customer's overall storage entitlement. Any overages will be billed per the Terms and Conditions of the offering.
|
||||||