Managed Services: Frequently Asked Questions

Does PTC Managed Services provide dedicated (single) or multi-tenant instances for PTC solutions?

Both options are available with a dedicated instance being the most common and flexible.

With PTC Managed Services, can a customer have access to additional, non-production instances for development, testing, training, etc.?

Yes, once a commitment to a production environment is in place, PTC can provide additional environments upon request for a nominal fee.

With PTC Managed Services, do customers have a Service Level Agreement (SLA) to ensure application uptime?

Yes, we include an SLA for 99.5% uptime for our applications, which goes beyond what typical hosting providers can offer; we also provide rapid response for any outage and a no-questions-asked termination policy if customers are not satisfied for any reason.

How does PTC ensure that customer data remains secure and protected against loss, misappropriation, denial of service attack, or any other threats?

PTC’s data centers for Managed Services issue annual SSAE-16 (SOC 1 Type 2) reports. Publicly-traded companies in the United States commonly use SSAE SOC 1 reports for security assurance in relation to their Internal Controls over Financial Reporting. This extensive and costly audit process is designed to ensure that the data center follows policies, procedures, and business processes, including the following: organization and administration, physical security, environmental security, logical security, and change management.

For information security management, both the PLM and SLM environments conform to the International Organization for Standardization (ISO) 27001:2013 standards.

In addition, because we store/process U.S. Government data we conform to the following:

  1. Federal Risk and Authorization Management Program (FedRAMP) – FedRAMP is a U.S. Government-wide program that provides a standardized approach to security assessment, authorization and continuous monitoring for cloud products and services.
  2. Department of Defense Information Assurance Certification and Accreditation Process (DIACAP) – DIACAP is the U.S. Department of Defense process to ensure that risk management is applied on Information Systems (IS). DIACAP defines a DoD-wide formal and standard set of activities, general tasks and a management structure process for the certification and accreditation (C&A) of a DoD IS that will maintain the Information Assurance (IA) posture throughout the system’s life cycle.

What is your disaster recovery plan?

PTC performs backups every 24 hours, streaming to a remote data center. This allows us to restore our customer’s data to a point that would ensure less than 24 hours of data loss.
PTC’s recovery time in the case of database or application server failure is less than 4 hours.

In the extremely rare case of a site (Data center) loss, PTC’s standard is to provide an alternative service from a remote data center within 10 business days.

Are the costs of platform and hardware upgrades included in the subscription fees?

Hardware / Infrastructure upgrades are built into the Managed Service fee and generally occur every three years. Software upgrades are generally included in the fees but are dependent on the application being hosted and the level of customization and integrations being supported.


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