The customer is authorized to request one weekend support for Go-Live.
...
At least 4 weeks before the date of the planned go-live, Customer contacts the manager of Product support (“Manager“ in next text) by mail ivan.gaspar@datavard.com and informs him about the intention.
Manager checks the resources for specific weekend. If there is a resource bottleneck, he agrees another suitable date with Customer.
For agreed date, Manager allocates a dedicated consultant (“Consultant“ in next text)for go-live support. Manager provides Customer with Consultant’s name, phone and mail contact.At least one week before the date of go-live, Customer opens an OSS incident with low priority (follow Request a Support for Datavard Products (except of ABAP Agent) ), with the connectivity to all affected systems and valid logon data (we need to define user authorizationplease check requiredUser authorizations here). Expiry date of connectivity/logon data exceeds go-live date.
Together with opening OSS incident, Customer delivers to Manager and Consultant dry-run report (we need some template here, the report should be signed by the authorized authorizaed officer for a GO ) with dry-run hardware and software configuration and settings, results and statement that go-live will take place under the same conditions. If anything will change, it has to be recorded in the statement.
Prior to go-live date, Consultant Datavard consultant dedicated for a GO support (“Consultant” in text) will check the accessibility of the system, authorizations, the conformity with dry-run report. In case of any discrepancies, Consultant informs Customer and asks for correction to be applied latest one day before go-live date.
...