Global Support Program Services and Features Gold Diamond Platinum

Transcription

1 Global Support Program Services and Features Gold Diamond Platinum Frequency: Weekly (52 Weeks) Windchill Cache Cleanup & Log Rotation Weekly System Health Checkup Review Windchill (Vault, DB, LDAP) Backup Status Application and DB Server Logs Review Check Windchill Queues - Overall and Failed Entries Frequency: Monthly (12 Months) Monitor Disk Space Usage (Vault Content, Logs, Backup Data) Clean unreferenced files in Vaults Check Performance through Monitoring Tools Perform Database Diagnostics & Maintenance Check for Disconnected Principals Check Personal Cabinet Administrator Server Disk Defragmentation Rebuild LDAP and Database Indices Frequency: Quarterly (4 Quarters) Review and Recommend Critical Patch Sets (CPS) & Fixes Install Customer Approved CPS Updates & Fixes Backup Recovery Testing (Refresh Test Environment) Run WinDU to check System Health OPTIONAL SERVICES Remote File Server Maintenance Content Replication & Validation Performance Analysis (using PSM) and Tuning Apply Maintenance Builds (E.g. M020, M030) Included, + - Optional

2 TASKS DE SCRIPTION 1. Windchill Cache Cleanup & Log Rotation : Sconce shall cleanup the Windchill PDMLink serverside cache and temporary files created for Tomcat, Info*Engine, Java, Temporary Files, Workflow Expressions in Windchill PDMLink as part of the maintenance activities. Post cache cleanup, Sconce shall purge and archive the weekly logs to save the disk space occupied by the logs. 2. Weekly System Monitoring: Sconce shall monitor the following components as part of Weekly System Monitoring a. Monitor System Availability b. Monitor File Vaults c. Monitor CPU and Memory Usage by Windchill processes d. Monitor Network Health 3. Review Windchill Backup Status: Sconce shall review the Windchill Database, Folder, Vault and LDAP Backups and the related logs to ensure the backup has been successfully taken daily/weekly. This is very critical to retrieve any data in the event of any unforeseen system crash/shutdown. 4. Application and DB Server Logs Review: Sconce shall review the following logs and look for any issues related to Windchill Runtime a. Windchill Method Server Logs b. Database Transaction Logs c. Apache and Windchill DS Logs 5. Monitor Disk Space Usage: Sconce shall monitor the Disk Space Usage of the Windchill Vault Content, Logs and Backup Data and ensure there s enough space. Sconce shall report to the client if the disk space is less than 20% and recommend necessary actions to avoid disk space issue. 6. Check Windchill Queues - Overall and Failed Entries: Sconce shall check all Windchill related queues (Publishing Queues, Indexing Queues etc.) for any failures/issues and reset them accordingly. 7. Clean unreferenced files in Vaults: Unreferenced file are files that no longer have a valid association to a PTC Windchill object. This may occur when: a. A file is no longer referenced when all objects to which it was associated have been deleted b. A user deletes the association to the file when updating the object if files have been revaulted This activity removes extra data in the vault directories. This data may have been deleted, purged, uploaded but not checked in, or aged out of a replica cache 8. Check Performance through Monitoring Tools: Sconce shall use OOTB PTC Windchill System Monitoring Tools such as the following to understand the system performance over a period of one month and report for any issues related to performance/runtime a. Server Status Page b. Windchill Cache Statistics c. Log File Viewer

3 d. Persisted Log Events e. Log Event Histogram f. Method Context and Servlet Request Samples g. Cluster-wide Stack Traces h. Top SQL Sample Intervals i. Java Process Information j. Client User-Agent Usage k. Export System Health/Performance Tables to Client 9. Perform Database Diagnostics & Maintenance: Database maintenance is critical to overall system performance. There are other tasks besides updating the schema statistics that often need to be performed. These tasks include rebuilding indexes, adding disk space, and so on. Sconce shall use the following tools to perform Database Maintenance a. Oracle Enterprise Manager has an Advisor Central page with Maintenance Recommendations b. Microsoft SQL Server Management Studio has some similar capabilities as part of the Maintenance Plan interface 10. Check for Disconnected Principals: Disconnected Participants are user accounts with data that is not synchronized correctly between the LDAP directory server and database server. The data in LDAP is not found in the location specified in the database. This activity fixes or deletes these users. 11. Check Personal Cabinet Administrator: This performs regular cleanup of data leftover in personal workspaces when a user is deleted from PTC Windchill. Specifically: a. Review of the deleted user's checked out work and check in any objects that are checked out by the deleted user b. Removal of deleted user's personal cabinet and any folders or objects within it 12. Server Disk Defragmentation: Windows disks performance degrades over time due to fragmentation. The operating system does not defragment automatically like UNIX. Hence it is highly recommend to defragment the disks monthly once to enjoy better performance. Diskeeper is a better utility than the built-in system utility that can be run manually. 13. Recommend Critical Patch Sets (CPS) & Fixes: PTC has introduced a new delivery method in Windchill 10.2 called Critical Patch Sets which are intended to fix existing PTC Windchill issues in a more timely and regular manner. Critical patch sets are released at regular intervals, are cumulative with previous critical patch sets, and address critical custom issues and security concerns. Sconce shall review the existing CPS for the Windchill Version the client is using and recommend the appropriate CPS taking into consideration the system health, security level updates in the CPS and ongoing issues that the client may be facing which are addressed in the CPS 14. Install Client Approved CPS Updates & Fixes: Sconce shall update the approved CPS by the client post recommendation in the Test Environment. After a quick testing with pre-approved test cases by the Windchill SME/Power Users at the client side, Sconce shall deploy the same in the Production Server over the weekend to avoid downtime. 15. Backup & Recovery Testing (Refresh Test Environment): Sconce shall test the backup mechanism once a quarter to ensure the backup & recovery scenarios are well rehearsed before it is finally put to use during a real disaster recovery scenario. Sconce shall take the latest

4 Production Environment backup (Windchill Folders, Vault, LDAP and Database) and rehost the same in the Test Environment and thereby refreshing it. This would help us to validate the backups and understand if there s any modifications that needs to be done to the Backup & Recovery Strategy. 16. Run WinDU to check System Health: The PTC Windchill Diagnostic Utility (WinDU) is run to generate reports on various aspects of the current state of a running Windchill system. These reports depend on the current set of WinDU diagnostic tasks (DTs) installed on the system. Each diagnostic task reports on a different part of the system, and generates its own output report (some generate no output if no data of interest is found). ASSUMPTIONS: 1. All Documentation would be in English 2. Customer is responsible for performing daily/weekly backups. Sconce will verify that the backup has been performed properly. 3. Sconce assumes that the client is using PTC Windchill PDMLink/ProjectLink/PartsLink/Intralink 4. The Global Support Program is only valid for customers using Windchill 10.1 or above 5. Sconce assumes that the client s Windchill System is a single environment and there is no clustering configured for High Availability or Load Balancing 6. Sconce assumes that the Client s Windchill System does not have any replication server(s) to transmit data to any of their remote servers. Maintenance Support for Replication Servers is optional and is charged additionally. Please contact Sconce representative for more details. 7. Sconce assumes that the Windchill System at the client location is fully OOTB and there is no customisation including but not limited to custom Data model, Workflow Customisation, I*E Customisation or UI Level Customisation. The above packages shall not be applicable for a customized Windchill Environment. 8. All project activities shall be done remote from Sconce, India Offices 9. There is no ITAR data/restrictions involved in the Support Activities 10. Customer will have a fully functional Windchill Test Environment ready before the commence of the Global Support Program 11. Customer will provide Sconce VPN Access with full administrative access to the Windchill Test and Production Environments before the commence of the Global Support Program 12. Sconce Support Personnel will be available from 7 AM 12 Noon ET (M-F) on s to clarify any questions arising out of the Weekly/Monthly/Quarterly Reports provided to the client during the Global Support Program 13. Sconce shall deliver the reports as per the following Schedule a. Weekly Report: On or before Tuesday of every week (if Tuesday is a holiday the report will be submitted on the following Business Day) b. Monthly Report: On or before 3 rd of every month (if 3 rd is a holiday the report will be submitted on the following Business Day) c. Quarterly Report: On or before 7 th of every month (if 7 th is a holiday the report will be submitted on the following Business Day)

5 14. Planned weekend deployment (Patch Updates) typically shall be planned at least two weeks in advance to ensure proper weekend coverage 15. The Global Support Program does not involve modifying client s Windchill System including but not limited to Workflows, Configurations, User Accounts, Client Settings, Database Parameters, Data Migration, Performance Tuning (Optional) etc. 16. Client will let Sconce get introduced to a single point of contact (Windchill Administrator) to interact and submit the weekly/monthly/quarterly reports 17. Sconce is not responsible for any defects found in the PTC's OOTB Utilities and Tools during or after the Global Support Program. 18. Security environment improvements to prevent server access are not included in this scope of work. Examples of such security environment improvements that are out-of-scope are: a. Installation and configuration of virus protection, intrusion detection, firewalls, reverse proxy, Network Address Translation (NAT) and virtual private networks (VPN). 19. Supporting the client on Windchill related issues that may not be due to the maintenance activity done by SCONCE Support Personnel is out-of-scope.