RAPiDs Overview

RAPiDSTM Overview : 

RAPiDSTM Overview Remote Administration for Product Development Systems

System AdministrationThe Challenge : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary System AdministrationThe Challenge The administrator’s technological expertise is spread too thinly among all of the company’s systems (e.g. hardware, desktop systems, intranet, firewalls, ERP/MRP, databases, etc); and he or she does not have the time to learn how to expertly manage the Windchill Systems. The administrator is unfamiliar with the latest technology (e.g. Java, Windchill, Pro/E Wildfire integration, etc.) The administrator is unfamiliar with better business practices enabled by the Windchill technology The administrator is not dedicated to System Administration or hired for the role The administrator leaves and the knowledge to keep the systems functioning leaves with them. The administrator has experience with the technology or the business practices but not enough of both to apply the technology appropriately to the business.

Typical Customer Support Model I : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary Typical Customer Support Model I End User Windchill Administrator(s) Call with issue Windchill $$$$$ Sys Admin

Typical Customer Support Model II : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary Typical Customer Support Model II End User Windchill Administrator(s) Level 2 Support Call with issue Windchill $$$$ Internal Help Desk Level 1 Support 10-20% Issues Resolved 80-90% Sys Admin

RAPiDS Model : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary RAPiDS Model End User Call with issue Windchill $ Sys Admin RAPiDS Team All Support

RAPiDS TeamDiverse experience makes the team : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary RAPiDS TeamDiverse experience makes the team Performance Tuning Expertise Workflow/Business Process Expertise Backup/Restore Expertise Architecture Expertise CAD/CAM/CAE Expertise Configuration Management Expertise RAPiDS One Great Admin Team IT Expertise

RAPiDS (Remote Administration for Product Development Systems) : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary RAPiDS (Remote Administration for Product Development Systems) ‘Near-source’ administration of client’s Windchill and Pro/ENGINEER infrastructure Ensure minimum downtime of the system with rapid response to system outages Stay productive with technical and user support; live support available via the phone and/or web conferencing Minimize bugs by testing and implementation of Windchill Maintenance-Only Releases (MORs) Maintain system performance with periodic performance tuning (available on 1-year+ contracts) Provide value-added customizations supported by ProductSpace that make your Windchill system even more useful

RAPiDS Support Model : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary RAPiDS Support Model System Administration Remote Administration System Monitoring Performance Tuning Business Administration ACL Policy User/Group Management End User Support Ticket Tracker or phone support for all users 1st Level to call completion

Proactive Task Calendar : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary Proactive Task Calendar Periodic activities are automatically scheduled with a Task Calendar Task Calendar is integrated into the RAPiDS Ticket Tracker Tasks include Yearly System Audit User Orientation Certify System Restore Procedure Quarterly Performance Tuning Monthly Steering Committee Meeting Defragment Oracle Weekly Review/Summarize User Support Issues Cold Backup Daily System Monitoring As Required MOR Installation

RAPiDS Monitor : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary RAPiDS Monitor RAPiDS develops and maintains useful utilities that enable real time response to critical issues Windchill System Monitoring Process Monitor CPU, RAM, Disk Error Checks Java Performance Queue Failures File Monitor

Client Requirements : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary Client Requirements The RAPiDS service will require the following from the client: A signed mutual non-disclosure agreement An IT contact person, who will be responsible for maintaining the hardware on-site and assisting the administration team in the limited activities not possible to perform remotely A business contact person, who will be responsible for defining specifications for business administration activities, approving full-track change requests, and acting as the liaison between the administration team and the user community. Remote access to the Windchill and related servers. This access may be granted in any of several ways (external IP address, VPN, etc.). It is the client’s responsibility to provide the remote access. Access to the user’s client computer when necessary. This is easily accomplished via web conferencing software when the client computer has internet access A second Site Administrator username and password. The client will keep the primary username and password confidential A Business Administrator username and password

Out-of-Scope : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary Out-of-Scope The following items are typically not performed by a system or business administrator and thus are beyond the scope of the RAPiDS: Remote Administration services agreement. Software sales Implementation services customarily performed by a service provider Data migration Training

RAPiDSTM(Remote Administration for Product Development Systems) : 

(C)Copyright 2009 ProductSpace Solutions Confidential and Proprietary RAPiDSTM(Remote Administration for Product Development Systems) Benefits Client owns their hardware and data Eliminates need to hire additional administrator and reduce burden on existing IT staff Greater level of expertise at a comparable cost to a single in-house administrator PTC applications maintained at latest release and functionality No risk of learning at client’s expense and leaving the company

RAPiDS Tiered Support : 

RAPiDS Tiered Support