As per my knowledge, there is only one production region, where users will be using & interacting with the application.
But sometimes, due to criticality of data, a shadow of the production region is maintained, which means the data and applications that run in production wil be in sync with that of this shadow production, i guess this shadow region is being called as secondary production. In case of problem in production, data in secondary production can be used for reference.
Hope this would help you a bit. Let me know if you get more information.
Joined: 04 Mar 2005 Posts: 85 Location: In my tiny cubicle ...
When a production application or environment fails, the Primary Production Support, also typically known as Level-1, is the area that first receives the notification and takes action. This area is typically Computer Operations, Production Support, Production Services, or may be the Help Desk. The Primary Production Support will assess the nature of the problem, and typically will attempt to fix the problem and get the production application or environment back on track.
If the problem is more complex than the Primary Production Support team can handle, then the resolution is usually passed on to the Secondary Production Support, also typically known as Level-2. Usually, this will be the technical specialists, the programmers, or the Help Desk of a third-party vendor. These are the folks who may have to fix program code, prepare and implement a patch, or who may just have to by-pass the problem in order fo the appliaction or system to continue processing.
Joined: 22 Apr 2005 Posts: 24 Location: New York, USA
I know that my reply will confuse you. What Prandip said is actually the reverse. I have seen cases, where, in case of failure of priority 1 or 2 level applications, Primary Production Support will handle that. But in case of failure of lower priority applications, that'll be handled by Secondary Production Support.
Complex failures are handled by Primary Support and the rest are handled by Secondary Support.
While giving the support for client. Depending on the company and Module strength, the Offshore and Onsite will be divided into Primary and Secondary.
Actually the support process as per my Knowledge will follow like this.
1) When ever the issue/Abend comes in offshore support time first Secondary support person will initiates it and in case of the failure to solve issue he will inform to the Primary person. Incase if the primary person in offshore also failed to solve it goes to the Secondary person in Onsite and then it goes to the primary at Onsite.
2) In case of support at Onsite time fist Secondary will try to solve then
it goes to the Primary.