Step Ahead CAPS Support Model

Transcription

1 Step Ahead CAPS Supprt Mdel Step Ahead Slutins, Inc Stevens Creek Blvd. Suite 100 Cupertin, CA T F sales@stepaheadslutin.cm 1

2 TABLE OF CONTENTS 1 DOCUMENT DETAILS DOCUMENT ID ACRONYMS AND HYPERLINKS STEP AHEAD SUPPORT SERVICES OVERVIEW STEP AHEAD SUPPORT FRAMEWORK OPTIMIZATION AND SUPPORT Practive Optimizatin Reactive Supprt INCIDENT REGISTRATION REACTIVE SUPPORT WORKFLOWS SERVICE REQUEST SEVERITY SERVICE REQUEST PRIORITY SERVICE REQUEST RESOLUTION TIMES... 7 Please nte that L1, L2, L3 can be assigned t P1, P2, P3 depending n any rder Level 1 Supprt Applicatin Supprt Infrastructure Supprt Level 2 Supprt Applicatin Supprt Infrastructure Supprt Level 3 Supprt Applicatin Supprt Infrastructure Supprt Supprt Pattern Supprt Matrix Supprt Engagement SUPPORT MODEL PROCESS FLOW

3 1 Dcument Details 1.1 DOCUMENT ID Versin Date Name Status /05/2015 SAS Supprt Mdel 2.0.dc Final 1.2 ACRONYMS AND HYPERLINKS Abbreviatins Descriptin Amazn EBS Amazn Elastic Blck Strage EBS AWS Amazn Web Services DAC Data warehuse Administratin Cnsle DW Data Warehuse EBS Oracle Enterprise Business Suite EC2 Elastic Clud Cmpute 2 EDW Enterprise Data Warehuse Flex Oracle EBS custm fields Infrmatica ETL Infrmatica Extract Transfrm and Lad OBIA Oracle Business Intelligence Applicatins OBIEE Oracle Business Intelligence Enterprise Editin ODS On Demand Systems VPN Virtual Private Netwrk OOTB Out Of The Bx QA Quality Analysis RPD Oracle BI Repsitry File cntaining Meta Data S3 Amazn Simple Strage Services S3 SAS Step Ahead Slutins SDLC Sftware Develpment Life Cycle SLA Service Level Agreement VPC Virtual Private Clud VLAN Virtual Lcal Area Netwrk 3

4 2 Step Ahead Supprt Services 2.1 OVERVIEW Step Ahead is a Clud Services Brker prviding Hybrid IT Services in Clud migratin, Clud Adptin, Enterprise applicatins prduct develpment and deplyment specialized n end t end turnkey slutins Data warehusing Business intelligence and Advanced Analytics Big Data Implementatin and custmizatin f Oracle Business Intelligence Applicatins Applicatin migratin services frm On Premise t Clud Platfrms Applicatin deplyment in the clud public, private and hybrid Supprt and Services. In line with ur diverse prduct fferings cme ur utstanding service fferings that tend t be fcused n quick issue reslutin and bug fixes. Our reactive supprt is enhanced by Practive ptimizatin. Practive ptimizatin is driven by a list f activities perfrmed in the backgrund by Step Ahead thrugh mnitring and fixing f prblems that arise befre the end-user culd recgnize. The reactive supprt is driven by Help Desk Service Requests that gets ruted autmatically by ur supprt framewrk wrkflws. Our Help Desk cvers the fllwing:- ODS - On Demand Systems (cmpsed f servers fr a given envirnment), ODL - On Demand Laptps (Virtual Laptps f individuals), Netwrk Virtual Private Clud and VPN tunnels Applicatin Supprt fr all applicatins installed n the ODS and ODL. This relates t the install and cnfiguratin f the applicatin when the ODS/ODL are delivered t the custmer. 24x7X365 remte helpdesk supprt will be ffered thrugh a cmbinatin f web, , chat and live vice calls. Step Ahead is an Amazn, Rackspace and Oracle partner. Therefre, we d have direct access t AWS engineers and Oracle supprt. Any issues related t AWS infrastructure, Step Ahead will directly interact n behalf f ur custmers t reslve the issues in the quickest pssible time. Fr Oracle Supprt, Step Ahead can transfer r act n behalf f ur client s supprt license with Oracle t Step Ahead and we can prvide cmplete Oracle Supprt thrugh Step Ahead. 4

5 3 Step Ahead Supprt Framewrk 3.1 OPTIMIZATION AND SUPPORT The exhibit belw displays Step Ahead Supprt Framewrk built n the fundatin f delivering the quickest respnse time t all service requests and reslving them in the mst effective manner. In the exhibit abve, Step Ahead classifies tw types f supprt activities practive and reactive Practive Optimizatin The practive ptimizatins ccur cnstantly fr all the clud based prducts Step Ahead wns. Step Ahead mnitrs and fixes bugs, applies patches and applicatin enhancements as and when required in the Image Vault. The user cmmunity can als tap int the knwledge frum, an nline cmmunity fstered by Step Ahead t prvide slutins t bugs and prblems encuntered by ther users f the ODS and ODL. Step Ahead will advise the custmer n majr bug fixes, applicatin r prduct enhancements, OS r prduct patch releases and security fixes by prduct vendrs. If the custmer desires t implement thse n his systems, then, Step Ahead will prvide the SOW t incrprate the same Reactive Supprt The reactive supprt ccurs as a result f Service Request (SR) tickets generated by ur users using the nline Help Desk. Once the SR is generated, it fllws the wrkflw as depicted in the exhibit belw. 5

6 4 Incident Registratin Step Ahead uses the belw prcess t receive the service request ticket/incidents frm the user and prvides different level f supprt based n the request. 4.1 REACTIVE SUPPORT WORKFLOWS The reactive supprt wrkflws which are autmatically ruted thrugh ur service request prcessing engine nce the SR is generated thrugh ur nline Help Desk. User submits the Service Request Ticket in the Step Ahead s prtal A SR number is generated fr the issue raised by the User and ntificatin is sent. The default pririty is 3. The Help Desk Admin ges thrugh the ticket and if the prblem described is within scpe then help desk admin ntifies the Step Ahead s supprt team, and assigns the ticket t respective supprt team. Step Ahead supprt team acknwledges the receipt f the ticket, s/calls the user, identifies and understands brader picture f the prblem. Based n the severity f the prblem, status, pririty and level is set apprpriate ntificatin sent and cnstant updates t the ticket are ntified as well until the final reslutin f the service request ticket. 6

7 The fllwing exhibit displays the prcess in greater detail twards the reslutin f the service desk ticket. 4.2 SERVICE REQUEST SEVERITY Types Level 1 Level 2 Level SERVICE REQUEST PRIORITY Severity Descriptin L1 prvides basic applicatin sftware and/r hardware supprt t callers. (Least Cmplex) L2 prvides mre cmplex supprt and/r subject matter expertise related t fixing f majr bugs and is usually an escalatin f the call frm L1. L3 prvides supprt n cmplex hardware, netwrk perating system, applicatin sftware and usually invlves certified systems engineers. Call lengths n L3 vary widely depending upn the type f incident. This will lead t enhancement f ur systems in the clud as well as specific t client applicatins. (Mst Cmplex) Class Pririty 1 Pririty 2 Pririty 3 Severity Descriptin P1 requests apply nly t Prductin Systems. P2 requests apply t nn prductin systems that prevents users frm accessing the system; such as cnnectivity r access issues P3 requests apply t bugs in the system, applicatin and perfrmance. 4.4 SERVICE REQUEST RESOLUTION TIMES Class Acknwledge Time Target Reslutin Time P1 5 minutes t 15 minutes 1hur - 2 Hurs P2 15 mins 1 hr 4 hrs P3 15 minutes 1hr 5 days depending n the type 7

8 Please nte that L1, L2, L3 can be assigned t P1, P2, P3 depending n any rder Level 1 Supprt Level 1 supprt applies t minr bug fixes, access prblems and cnnectivity issues. This is determined by the help desk admin based n the SLA defined by the custmer and Step Ahead Applicatin Supprt Makes mdificatin. Unit Tests in DEV instance. Step Ahead Architecture supprt team des cde review. Step Ahead supprt team wrks n actin items f the cde review. If there are n further actin items then Step Ahead Architecture supprt team will migrate the fix t staging instance. User verifies the fix in staging instance. Step Ahead Architecture supprt team migrates the changes t prductin. Step Ahead supprt team updates the ticket infrmatin. User verifies the fix in PROD instance and gives feedback t Step Ahead supprt team. Step Ahead supprt team clses the ticket as fixed and tested, and updates knwledgebase Infrastructure Supprt This level f supprt is designed t act as primary cntact fr ODS/ODL supprt and preventative maintenance fr ODS and ODL laptps as well as installatin f cmputer peripherals Level 2 Supprt Level 2 supprts apply t mre enhanced cde updates and defects. This is determined by the help desk admin gverned by the SLA between the custmer and Step Ahead Applicatin Supprt Step Ahead supprt team refers the ticket t Subject Matter Experts (SME) if it s nt a prcedural issue. SME analyzes the prblem, if it s nt an enhancement then attends the ticket. Unit Tests in DEV instance The Architecture supprt team des cde review. The supprt team wrks n actin items f the cde review. 8

9 If there are n mre actin items then Step Ahead Architecture supprt team migrates the fix t staging instance. User verifies the fix in staging instance The Architecture supprt team migrate the changes t prductin. The supprt team updates the ticket infrmatin User verifies the fix in PROD instance and gives feedback t Step Ahead supprt team. Step Ahead supprt team clses the ticket and updates knwledgebase Infrastructure Supprt These custmers typically have ne r mre servers n a netwrk and require a higher level f technical expertise fr server maintenance. Technicians can als prvide nsite installatins f new desktps, laptps, sftware in a netwrked envirnment. Members f the Level 2 supprt team will als assist n issues escalated beynd the Level 1 supprt team Level 3 Supprt Level 3 supprts ften relates t prduct enhancements, ptimizatins and future prduct releases fr the client. This will be defined by the SLA between the custmer and Step Ahead Applicatin Supprt If it s an enhancement then SME presents the enhancement details t Change Cntrl Bard CCB f client apprves the enhancement. Enhancement team makes the enhancement/mdificatin. Unit Tests in DEV instance. The Architecture supprt team des cde review. The supprt team wrks n actin items f the cde review. If there are n further actin items then Step Ahead Architecture supprt team migrate the fix t staging instance. User verifies the fix in staging instance. Step Ahead Architecture supprt team migrate the changes t prductin. Step Ahead supprt team updates the ticket infrmatin. User verifies the fix in PROD instance and gives feedback t Step Ahead supprt team. Step Ahead supprt team clses the ticket and updates knwledgebase. 9

10 Infrastructure Supprt There are many specialized technicians' skills that may be required beynd the scpe f Level 1 and 2 supprt services. At Level 3 the supprt technicians are typically engineers that wrk n mre cmplex prblems and are highly fcused in a particular area f develpment Supprt Pattern Step Ahead supprt pattern typically fllws SDLC methd. Depending upn the ODS envirnment deplyed fr a given custmer, Step Ahead will try t fllw SDLC methd within the framewrk f deplyed systems fr the custmer Supprt Matrix Supprt Types Dev QA/Test UAT Prductin Pst Prd Supprt 24 x 7 X 365 X X 24 x 5 PST 24 x 5 MNT X 24 x 5 CST 24 x 5 EST 24 x 5 Wrld The exhibit abve displays ur supprt matrix. At the time f custmizing the SLA fr the custmer, the required supprt matrix framewrk will be chsen. Please nte ur 24 x 7 x 365 applies nly t prductin systems and pst prductin supprt Supprt Engagement Our supprt engagement with every custmer will be custm tuned t the specific needs f the custmer. This dcument prvides a general framewrk and supprt methdlgies we use. At the time f custmer engagement we will draft the supprt SLA which will be based ff f this dcument. 10

11 4.5 SUPPORT MODEL PROCESS FLOW The exhibit belw displays anther view f the supprt mdel prcess flws that defines hw the end-user, change cntrl bard (CCB) f the rganizatin and Step Ahead deals with the ticket and reslves the service request. Supprt Mdel Prcess Flw User Raise Ticket User Verificatin in develpment instance User Verificatin in PROD & Feedback CCB f Client Yes CCB Apprved? Step Ahead HelpDesk In Scpe Ticket? N Assign t Other Grup Yes Step Ahead Grup Team Prcedure T Issue? Yes Attend Ticket Update Prblem Ticket Clse Ticket Update Knwledge Base N Step Ahead SME Team Enhancement? Yes N Attend Ticket Test in DEV Enhancement/ Technical Team Make Enhancement Mdificatin Yes Test DEV Step Ahead Infrastructure Supprt Mdify? CODE Review Mve T PROD 11