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Production Support Process

 
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Rajesh Midde99

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Joined: 04 Dec 2008
Posts: 11
Location: Bangalore,India

PostPosted: Mon Dec 15, 2008 4:07 pm    Post subject: Production Support Process
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Hi all

It will be great if some would take the initiative to explain the whole process & activities of Production Support ??

My understanding is, Production Support is supporting the applications to run in production in the form of batch cycles with out any intermediate abends. Whenever, there is an abend, the Operations(OPC) calls the Support personnel and raises a ticket. The Support has to respond with in the specified time as per SLA based on the seviourity levels.

Seviority levels are categeorised into 4 levels.

S1- Highest Priority-These causes major disruption to the business. These issues has to be resolved with in minimal time (15-30 min as per SLA).

S2- High Medium Priority - These also cause major disruption to the business and can be solved with a work around process.(4 hrs)

S3- Medium Priority - These issues cause minor impact on business and can be resolved with restrictions on functions.

S4- Low Priority - These issues can have less impact or sometimes no impact on business.

But, Please let me know when will support personnel get a mail and when a call??

I understand, a mail will be sent by the operations when ever there is an issue in the day time and call to ON CALL SUPPORt for the nightly cycles.

Whenever there is an abend, the operations raise a ticket in remedy tool. (depends) And a mail is sent to Support application mailbox.

Please let me know more about mailbox ??

Regards
Rajesh
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expat

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Joined: 14 Mar 2007
Posts: 8593
Location: Back in jolly old England

PostPosted: Mon Dec 15, 2008 5:37 pm    Post subject:
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Thae mailbox is accessible by the whole team
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raghavmcs

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Joined: 14 Jul 2005
Posts: 105

PostPosted: Mon Dec 15, 2008 11:49 pm    Post subject: Reply to: Production Support Process
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Rajesh,
Mostly production support activity covers on call support.That is what you said with the OPC scheduler.
Now apart from that production support team needs to monitor dome of the ticketing queues also.Now the queue could be of mainframe related issues if its mainframe support else could be of distributed also.These queues could be all belonging to the bussiness group who is the owner of it.You can set for the mails in the ticketing system.
Hope this helps out.
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dick scherrer

Site Director


Joined: 23 Nov 2006
Posts: 19270
Location: Inside the Matrix

PostPosted: Tue Dec 16, 2008 12:24 am    Post subject:
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Hello,

Quote:
But, Please let me know when will support personnel get a mail and when a call??
This varies from organization to organization. The answer is completely site-specific.

Suggest you talk with co-workers to learn how this is managed in your environment.
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Rajesh Midde99

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Joined: 04 Dec 2008
Posts: 11
Location: Bangalore,India

PostPosted: Tue Dec 16, 2008 10:39 am    Post subject: Reply to: Production Support Process
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Hi

Thank you all for your valuable inputs.

Regards
Rajesh
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