The customer is authorized to request one weekend support for Go-Live.
Requesting process consists of a set of activities and prerequisites:
At least 4 weeks before the date of the planned go-live, Customer contacts the manager of Product support (“Manager“ in next text) by sending an email to: ivan.gaspar@datavard.com and informs him about the intention.
Manager checks the resources for specific weekend. If there is a resource bottleneck, he offers another suitable date with Customer.
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 (please check required User authorizations). Expiry date of connectivity/logon data exceeds go-live date.
Together with opening an OSS incident, Customer delivers to Manager dry-run report 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.
Prior to go-live date, 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.
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 the urgency – contacts Consultant by phone. Customer’s and Consultant’s activities related to the issue are being recorded to an OSS incident.