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.
Before you begin, complete these steps:
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.
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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