Working Instruction. Decisyon Guide to Support Decisyon, Inc. / All Rights Reserved.

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1 Working Instruction Decisyon Guide to Support

2 DOCUMENT CODING Title Code Decisyon Guide to Support DUS.WIN.012 Version 02 Date 02/01/2015 DOCUMENT APPROVAL FLOW Role Name Date Signature Author Support Team Leader Alberto Faggion 02/01/201 5 Revision Services Manager Roberto Capponi Approval QA Manager Giampiero Rufini REVISION HISTORY Version Date Reason for Update 01 11/03/2013 First document issue 02 02/01/2015 Upgrade from Trac to JIRA for the Tickets management (Ticket #51 Trac Quality). Working Instruction Decisyon Guide to Support v. 02decisyon 2

3 TABLE OF CONTENTS DOCUMENT CODING 2 DOCUMENT APPROVAL FLOW 2 REVISION HISTORY 2 DOCUMENT ABSTRACT 5 Objective 5 Reference context 5 Addressees 5 References 5 Abbreviations and Acronyms 6 Glossary 6 1. TECHNICAL SUPPORT ACCESS TO THE SERVICE CSI CUSTOMER SUPPORT INTERFACE WHO CAN ACCESS THE TSS DSI DECISYON SUPPORT INTERFACE ON LINE SUPPORT INTERFACE FOR CASE MANAGEMENT DOWNLOAD LATEST RELEASE DOWNLOAD PREVIOUS RELEASE ACTIVATION STATUS DOCUMENTATION 8 2 CASE MANAGEMENT PREREQUISITES FOR A CASE RECORDING CASE RECORDING PRIORITY ATTRIBUTION FOR THE CASE MANAGEMENT COLLABORATIVE APPROACH TEMPORARY LICENSES TROUBLE TICKETS MANAGEMENT MALFUNCTIONING RESOLUTION 12 3 SERVICE AND SUPPORT CONSTRAINTS TERRITORIAL COVERAGE 13 Working Instruction Decisyon Guide to Support v. 02decisyon 3

4 3.2 TECHNOLOGIC COVERAGE 13 4 ATTACHMENTS CASE MANAGEMENT (ATTACHMENT 1) 14 Working Instruction Decisyon Guide to Support v. 02decisyon 4

5 DOCUMENT ABSTRACT The present Working Instruction contains rules and procedure for the Technical Support Services supplied by Decisyon Italy for the Decisyon platform. Objective The purpose of the present document is to supply the necessary information for the correct use of the Technical Support and Assistance Services. In the following chapters are detailed described the Rules and the Procedures which regulates the way the services are given by the Technical Support Services of Decisyon Italy. Reference context The Technical Support and Assistance Services are mainly based on web platform, to allow Customers and Partners to use them according to the maximum versatility and availability. Having subscribed a maintenance contract, Customers and Partners shall own the necessary accounts to interact with the Services management systems. Decisyon reserves to arbitrarily apply to the Services those modifications deemed appropriate to the very services improvement. The effective collaboration between customer and supplier is one of the critical success factor for the mutual business objectives achievement. For this reason, Decisyon requests to establish with Customers and Partners, a good collaboration relationship with the Technical Support Service. Addressees This document is addressed to the Decisyon personnel deputed to the supply of technical support and assistance services, to Customers and Partners. References DIT.SOP.001 Gestione della documentazione DIT.SOP.003 System Development Life Cycle DIT.WIN.002 Gestione Malfunzionamenti DIT.WIN.011 Manutenzione Sistema Working Instruction Decisyon Guide to Support v. 02decisyon 5

6 Abbreviations and Acronyms Abbreviation/Acronym DCY BI CSI DSI HW OLAP OLTP PRI PDNU RDBMS R OLAP SLA SW TSS TT WA Definition Decisyon Business Intelligence Customer Support Interface Decisyon Support Interface Hardware On Line Analytical Processing On Line Transactional Processing Product Release Identification Power Designer Named User Relational Data Base Management System Relational On Line Analytical Processing Service Level Agreement Software Technical Support Service Trouble Ticket Workaround Glossary Term Database OLAP OLTP Definition Indicates a data storage, related to the same or more arguments correlated among each other, structured in order to allow the management of the very data (their insertion, query, delete and update) by software application. Informally and improperly, the term database is commonly used to refer the abbreviation of the expression Database Management System (DBMS), which instead refers to a broad category of software systems for the creation and effective management of databases. Group of software techniques to quickly analyze a big number of data, even in a complex way. It is the basic technologic component of the data warehouse. The OLTP technology does not imply the creation of separated data banks and the analysis are always executed on the online data. This solution allows having always the data updated and avoids intermediate phases of data transformation. By the way, due to its nature, it is not always easily applicable in situations like those, where the quantity of data to be analyzed is very high, and in cases like these, the OLAP analysis type is generally preferable. Working Instruction Decisyon Guide to Support v. 02decisyon 6

7 1. TECHNICAL SUPPORT 1.1 Access to the Service Each Decisyon license includes one system accounts of CSI type ( Customer Support Interface ) to access the Decisyon Technical Support Service (TTS). The Users can create the proper accounts by the accounting procedure present on the home page of the Decisyon Support system inserting the Product Key. The CSI account allows the login to both the Decisyon Support Area and to the Ticketing System CSI Customer Support Interface He s the person designated by the Customer as the referent with the Decisyon technical area. The CSI User is the only one authorized to communicate about requests to the TSS. The CSI should own the due technical competences and all the necessary authorizations on both the Decisyon platform and the DBMS platforms used by the Customer, to be autonomous to operate, under the control of the TTS, to produce modifications or execute the right tests to detect and/or determine the malfunction case. Decisyon, by its Training Center, can produce all the necessary trainings to teach the right skills to the Customer technical resources Who can access the TSS Partners, in compliance with the partnership policies. Customers who: have a valid maintenance contract and that are enabled to the whole allowed services have purchased in the past an old Decisyon license and that are enabled to access the Download area, related to the purchased version, until supported; Working Instruction Decisyon Guide to Support v. 02decisyon 7

8 1.1.3 DSI Decisyon Support Interface The area put at your disposal by Decisyon is available 24 hours a day, 365 days a year, and is reachable: from the Support link of the Decisyon web site ( by the direct link: The TTS is divided into: Case Management Download latest release Download previous release Activation Status Documentation On line support interface for Case Management Case Management service is available according to the following modality: Trouble Ticket (TT) opening: h24 TT Take on Time by Decisyon personnel o from Monday to Friday; o working days Italian calendar; o from 09:00 to 18:00 Italian time Download latest release This Download area puts the latest Software release at CSI disposal for a correct and effective update Download previous release This Download area puts all the previous Software releases at CSI disposal, to allow the download and installation of all the supported versions Activation status This area allows the Product Key reset. It is gained to the user that access the site. This reset is useful when in case of reuse the actual Product Key on a newly migrated metadata Documentation In this area are located all the documents related to the Decisyon software and available services. Working Instruction Decisyon Guide to Support v. 02decisyon 8

9 2 CASE MANAGEMENT When a Customer or Partner experiences a problem not autonomously solvable, the CSI has the chance to open a Case. 2.1 Prerequisites for a Case Recording Fundamental prerequisite to access the Case Management area, is to be a CSI User. Before recording a new Case, the CSI should execute the following verifications: verify that the problem is addressable to Decisyon; verify that the used Decisyon version is still supported; verify the problem reproducibility, to allow a quicker analysis by the support; verify if the problem is occurring on a single hardware or if it occurs on any hardware. 2.2 Case recording To record a case the CSI should login to the on line support website. Here a link to Case Management is available, to allow the CSI to compile a form to open the Trouble Ticket (TT). The operating instruction to insert the due information are easy, anyway they are described in the attached document Case Management Some information are requested to the CSI, such as: Summary: brief description of the malfunction (very useful for following researches); Description: detailed description of the malfunction: Priority: initial priority assigned by the CSI; Issue type: TT typology (Bug, Assistance, New Request) They are only part of the requested info. For a deeper consultation, reference to the document Case Management. Working Instruction Decisyon Guide to Support v. 02decisyon 9

10 2.3 Priority attribution for the case management To ensure the best effectiveness, the Decisyon Support works according to the Priority levels, which in the first phase, are indicated by the CSI, and in the following phases are subjected to negotiation. By the way, Decisyon reserves to: attribute the final and real case priority; reduce the case priority if the TSS activities are not adequately supported by the CSI. Decisyon Support manages 5 priority levels: Level Description Take on Time Frequency of advancing status 5 HIGHEST Production environment is not available BY 2 WORKING HOURS FROM CASE OPENING DAILY Anomalies with severe impacts 4 HIGH which cause difficulties in operating with Production or BY 4 WORKING HOURS FROM CASE OPENING EVERY 2 DAYS Development environments 3 NORMAL Non blocking anomalies related Production or Development environments BY 8 WORKING HOURS FROM CASE OPENING WEEKLY Queries on the product use, 2 LOW defects, configuration or software conflict, which affects BY 16 WORKING HOURS FROM CASE OPENING EVERY 2 WEEKS the system but not critically Queries on the product use, or 1 LOWEST on the Internet users, which have no impacts on the system BY 24 WORKING HOURS FROM CASE OPENING MONTHLY and its correct behavior 2.4 Collaborative Approach In case of HIGH or HIGHEST Trouble Ticket, to assure the customer maximum efficiency in the resolution of the anomaly, and to give the TSS Decisyon the opportunity to work at his best by having the availability of all the tools and information needed, the customer is requested to put at Decisyon disposal all the instruments and technical resources necessary to solve the problem. The TSS requests for test operations, additional investigation into the causes of the problem, the status of machines, RDBMS and whatever else it becomes necessary to the circumscription of the problem and to its resolution, will be the customer first priority. For its part Decisyon will work to ensure the minimum possible disruption to the customer. 2.5 Temporary Licenses The modalities reference above are applicable also for the Temporary Licenses. Working Instruction Decisyon Guide to Support v. 02decisyon 10

11 2.6 Trouble Tickets Management Following are described the main steps for the Trouble Tickets management and the interaction between TSS and CSI: the management process begins with the opening of a TT by the CSI, who will immediately receive an e mail notification with the number of TT ; according to the SLA, the TT will be taken on, and the system will then send to the CDI a notification of taking charge of TT by e mail ; if necessary, during the processing of the TT, the CSI will be involved from the TSS by mail or by phone; the processing of TT will be followed by the staff of TSS which will provide availability of the technical staff with the best suited skills for the identification and resolution of the problem. In this way the contact between the CIS and TSS can occur between different professionals in area of expertise; the TT shall be analyzed to classify it (BUG, ENHANCEMENT, NEW REQUIREMENT, ASSISTANCE, CONSULTING) for BUG, ENHANCEMENT or NEW REQUIREMENT the case issued with the opening of a new case on the Development Ticketing system, reporting on both systems the related references. It shall be mandatory to input the CSI on the Development system ticket. The TT status is set as WIP DEV and stays in this way until the Development releases the related patch. When possible a workaround is indicated. For CONSULTING request, a skilled consultant is assigned to supply it, if this service is included in the contract. At its end, it is closed as CONSULTING. Should the consultant identify a BUG during its analysis, a new TT to the Development can be issued, activating the BUG procedure. In case of ASSISTANCE, the CSI is contacted by phone or by mail by the consultant who takes on the TT When sending back a solution, either if it is related to a patch or an intervention to be operated on the CSI systems, a confirmation of the resolution shall be requested to the CSI. After 4 weeks without notification by the CSI, the TT shall be considered Closed. For each change or update of the status of the TT, the system will automatically send an e mail to the CIS to be informed on the progress ; Once closed the TT, the system will automatically send an e mail notification upon the CIS. By connecting to the Issue Management area, each CIS will have the opportunity, at any time, to check the progress of the TT. Working Instruction Decisyon Guide to Support v. 02decisyon 11

12 2.7 Malfunctioning resolution The solutions provided by the TSS shall be in line with the policies of the Decisyon platform development and evolution of the, so the TSS will provide the customer the most suitable solution at that time. To resolve the anomalies the TSS can make use of the following options: Reconfiguration of the environments, whether they are Decisyon parts or hardware or software that may conflict with the platform. Decisyon does not commit any responsibility on the Customer or Partner HW and SW behavior and will not execute any kind of operation on them. Workaround if Patches that fix the problem are not already available, having identified the most appropriate WA, the TSS will work with the Customer to restore full efficiency of the system New Version it implies the software upgrade to a new version (already released or to be released), where the issue (BUG, ENHANCEMENT, NEW REQUIREMENT) indicated has been resolved Assistance it implies the Customer or Partner touch base, via mail or phone, to provide the indications on the requested topic Consulting it implies the intervention of a consultant who owns the right skill to support the Customer or Partner request Decisyon certifies the proper functioning of its products on all the HW and SW platforms reported on the Installation Manual, related to the interested version, also available on line on the Decisyon Documentation area. Particular configurations of HW or SW parts certified by Decisyon but not in line with the configurations required by the platform, can generate ab anomaly by the TSS, but it will a customer duty to verify the compliance to the Decisyon standards by the HW or SW Supplier. Requests for eventual integrations due to the presence of non certified HW or SW parts, shall be evaluated by Decisyon which, in its sole discretion, may consider them relevant to the market and insert them the product development plans, or consider them customizations; in this case they could generate a commercial offer for a specific development for the Customer evaluation. Working Instruction Decisyon Guide to Support v. 02decisyon 12

13 3 SERVICE AND SUPPORT CONSTRAINTS Following are described the constraints which can influence the service supplying. 3.1 Territorial coverage The TSS works from Decisyon site, and any intervention that should require the presence of Decisyon personnel on the Customer or Partner site, shall be considered Consulting Activity, and shall be treated by the fares and organizational rules upon the Decisyon Consulting Services. 3.2 Technologic coverage Being perforce integrated with third parties services, such as communication lines, power supply, etc., the TTS is limited to the above mentioned service availability whatever else shall be needful to guarantee the very service. Eventual inefficiency caused by third parties, shall not be attributable to Decisyon. Working Instruction Decisyon Guide to Support v. 02decisyon 13

14 4 ATTACHMENTS 4.1 Case Management (Attachment 1) It is the guide to the case management. This guide is accessible by the Jira system, through the links active into the several available functions on the system, for the insertion and query of the cases. Working Instruction Decisyon Guide to Support v. 02decisyon 14