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The customer is authorized to request one weekend support for Go-Live.

Requesting process consists of a set of activities and prerequisites:

  1. 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.

  2. Manager checks the resources for specific weekend. If there is a resource bottleneck, he agrees another suitable date with Customer.

  3. 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.

  4. 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 authorization). Expiry date of connectivity/logon data exceeds go-live date.

  5. 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 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.

  6. Prior to go-live date, Consultant 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.

In case of any issues during go-live, Customer opens an OSS incident with high or very high priority (following Request a Support for Datavard Products (except of ABAP Agent) ) and – based on urgency – contacts Consultant by phone. Customer’s and Consultant’s activities related to the issue are being recorded to an OSS incident.

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