Success Path
Everything you need to implement Industrial IoT in your manufacturing plants

Support Application through Hypercare

In the weeks after you deploy your Industrial IoT application, you will provide intensive hands-on support. Prevent downtime by anticipating and quickly resolving issues.

Handoff to application support team

After deployment, the team who built your IIoT applications will transfer ownership of the live solution to your designated support organization. This team will be responsible for providing technical support to ThingWorx users, among other duties. Ensure the application support team is trained and prepared to resolve potential issues.

After handoff, your support organization should never make changes to the application in production. If there is a problem, make the necessary changes on the development server, test them, and then publish them to production. Finally, note the change in the documentation.

Provide Hypercare support

During and immediately following deployment, your application support team must be readily available to resolve issues. They should also know how to reach IT, if necessary. Ideally, the architect(s) and/or developer(s) who built the solution will be available to help if needed.

If your application is running 24 hours per day, 7 days per week, then 1-2 employees should be reachable outside of normal business hours in case of emergencies. If you thoroughly tested the system before deployment, emergencies are less likely.

This Hypercare period typically lasts 7-14 days. Hypercare ends when the application is functioning as expected. There may be ongoing bugs or minor fixes that developers address later.

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ADDITIONAL RESOURCES

Product Documentation

Find step-by-step instructions and information about using the ThingWorx Platform and ThingWorx applications in the Help Centers.

Ask the Community

Visit the PTC IoT Community to get product assistance, share ideas, and browse information about using ThingWorx.

Technical Support

Log a case with eSupport using your Service Contract Number. Don’t have it? Ask the Community.

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