1 Support & Maintenance Delft FEWS Gerben Boot Delft Hydraulics
2 Contents Helpdesk in Delft Hydraulics New Features (Support & Maintenance)
3 Helpdesk (first line) Support team (from 1/1/2008) weekly shifts jaap karel marc erik marcel juzer gerben simone frederiek astrid alex
4 Second line (project/application/developers/topic) Onno van de Akker Jitka Tacoma Juzer Dhondia Genna Donchyts Arjen Markus Erik de Rooij Stephan Zuiderwijk Frederik van de Broek (TS) Robert van Eersel (Logica) Dirk Schwanenberg Poalo Reggiani Ronald Vernimmen Astrid Janssen Micha Werner Marc van Dijk Marcel Ververs Klaas-Jan van Heeringen Jaap Schellekens Geert Prinsen Albrecht Weerts Jaap Kwadijk Karel Heynert Daniel Twigt Anouk Blauw
5 Helpdesk Support relates to Delft FEWS software configurations system software (application servers, database software etc.) Type of support calls faults request for assistance Support Activities explaining functionality problem identification configuration advice & support quality checks No hardware support
6 Helpdesk Availability office hours (9:00 18:30) with enhanced SLA: 7 days a week, office hours 24/7 not intended Communication telephone: Facilities test systems running in Delft (including data feeds) remote access to systems at client site Internal Issue management (JIRA) Support applications information (WIKI) limited access Remark: please let us know changes concerning pc s, contacts, etc!
7 Type of Calls & Service Level Priority Type Description Resolution target 1 critical fault call system down 8-24 hrs no forecast 2 major fault call system component not working 10 days forecast possible with workaround 3 regular fault call system component not working forecasting service delivery not significantly affected next release 4 support call user requires assistance to be agreed
8 S&M for New Features from 2007/01 (or earlier) Patching mechanism Delft-FEWS WebServer Delft-FEWS ArchiveServer
9 Patching mechanism Available since 2007/01 Update root configuration through upload (Config Manager) Root Configuration opening screen (splash screen) global properties synchronisation details help file new: delft-fews binaries (patch.jar) patch.jar contains additional java classes repaired java classes
10 Patching mechanism (diagram) D:\fews \jre (java stuff) \bin (delft-fews binaries) \some_oc \localdatastore help.pdf patch.jar (extra delft-fews binaries) Config Manager rootconfigfiles Result: OC and FSS will be updated
11 Delft-FEWS WebServer Delft-FEWS reports, external reports & data Reports in database Archiving function Resilient implementation (Failover + synchronisation etc.) Interesting features Uploads of user reports Adding comments Notification Application elsewhere? Part of Delft FEWS software so available to all users
12 Delft-FEWS WebServer (diagram) reports shared directories Other datafeeds: e.g. meteo FEWS Webserver (website) reports data User upload (restricted) view
13 Delft-FEWS WebServer (EA example)
14 Delft-FEWS ArchiveServer (database) Archiving functionality (FEWS) forecast runs thresholdevents timeseries (e.g. performance indicators) configuration Scheduled run (daily) Producing zip-files meta-information (what s in this archive?) data Imported into the ArchiveServer Database reads shared directories (zip files) imports meta-information in database moves files to final location for storage OC/SA query ArchiveServer Database retrieve files (download + import) standard FEWS installation configuration
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