Welcome to the Windchill+ Service Guide
Windchill+ is an integral suite of products that help you seamlessly manage product data, service information, product quality, collaboration, and integration. This Service Description document provides information about the Windchill+ service, key policies and practices, references to detailed support content. The content is organized based on the three main phases of a customer journey with Windchill+ Discovery, Implementation, and Operation.
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The patch updates refer to Maintenance Release (MR) and Security Update Patch (SUP).
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Feature
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Production
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Non-production
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Comment
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Reference
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Uptime SLA/SLT
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99.5% SLA
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99.5% SLT
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Reported on a monthly basis for SLA.
Based on Windchill+ URL availability.
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Service Monitoring
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Full (no customization monitoring)
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Infrastructure and security only
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Set up at service provisioning.
See T&Cs for further details.
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Service Performance Optimization
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Performance scaling (+ Load balancing)
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No performance scaling.
Integration: Single node
QA: Cluster
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Environment sized to match entitlement at service provisioning.
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Storage
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Storage for both Windchill and Data Sharing
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Set of repositories storing consumer data. Some can be accessed in the context of build deployment, data migrations while others are not available. (For example, vaults)
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References to storage
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Publishing
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VCS for Creo only
CAD Worker for third party
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No customization of the publishing process
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VCS
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Encryption at rest
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All content storage
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Set up at service provisioning
No expected impact on Windchill+ usage
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Front end access
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SSO supported
SAMLv2 compliant IdP required
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Infrastructure setup at service provisioning
SR required to connect to existing customer-provided or hosted IdP
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Backend access
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Not available
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No backend access available on any environment.
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Site admin access
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Not available
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Integration: Available
QA: Not available
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Site admin provided to customer contact for Integration environment to facilitate troubleshooting. Done at provisioning using the customer-provided contact information.
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Limited OrgAdmin access
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Available
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Limited org admin access provided to the customer contact on QA and Production (Removal of configuration or customization entry points as well as other uptime or performance-impacting functionalities.)
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Disaster recovery
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24 hour RPO
5 day RTO
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Best effort
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PTC driven activity in case of major outage (Infrastructure provider major incident, cyberattack)
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Security patching
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Continuous, as needed
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PTC-driven activity to keep environment up-to date, performant, and secure
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Additional Resources