You need to monitor end-user usage, ensure smooth upgrades with no issues, and prepare your internal application support team.
Before you begin, complete these steps:
During and immediately following deployment, the project team and support team should be readily available to resolve any issues. Make sure the workers who support and use your ThingWorx applications are ready for go-live. These users will need permissions to access everything within the application. In addition, users should also know how to reach IT team.
PTC offers the following services to support you with your upgrade:
If you are interested in these services, Talk to a Customer Success Expert.
After deployment, the team who implemented the version upgrade will transfer ownership to your dedicated support organization. This team will be responsible for providing technical support to your ThingWorx Admins and end-users, among other duties. Ensure the application support team is trained and prepared to resolve potential issues.
After the 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.
Transferring ownership to the customer’s trained and dedicated support organization should be shared widely, referencing best practices and recommendations.
If your application is running 24 hours per day, 7 days per week, then 1-2 employees should be reachable outside of regular business hours in case of emergencies.
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