It will be great if some would take the initiative to explain the whole process & activities of Production Support ??
My understanding is, Production Support is supporting the applications to run in production in the form of batch cycles with out any intermediate abends. Whenever, there is an abend, the Operations(OPC) calls the Support personnel and raises a ticket. The Support has to respond with in the specified time as per SLA based on the seviourity levels.
Seviority levels are categeorised into 4 levels.
S1- Highest Priority-These causes major disruption to the business. These issues has to be resolved with in minimal time (15-30 min as per SLA).
S2- High Medium Priority - These also cause major disruption to the business and can be solved with a work around process.(4 hrs)
S3- Medium Priority - These issues cause minor impact on business and can be resolved with restrictions on functions.
S4- Low Priority - These issues can have less impact or sometimes no impact on business.
But, Please let me know when will support personnel get a mail and when a call??
I understand, a mail will be sent by the operations when ever there is an issue in the day time and call to ON CALL SUPPORt for the nightly cycles.
Whenever there is an abend, the operations raise a ticket in remedy tool. (depends) And a mail is sent to Support application mailbox.
My understanding is, Production Support is supporting the applications to run in production in the form of batch cycles with out any intermediate abends. Whenever, there is an abend, the Operations(OPC) calls the Support personnel and raises a ticket. The Support has to respond with in the specified time as per SLA based on the seviourity levels.
Seviority levels are categeorised into 4 levels.
S1- Highest Priority-These causes major disruption to the business. These issues has to be resolved with in minimal time (15-30 min as per SLA).
S2- High Medium Priority - These also cause major disruption to the business and can be solved with a work around process.(4 hrs)
S3- Medium Priority - These issues cause minor impact on business and can be resolved with restrictions on functions.
S4- Low Priority - These issues can have less impact or sometimes no impact on business.
But, Please let me know when will support personnel get a mail and when a call??
I understand, a mail will be sent by the operations when ever there is an issue in the day time and call to ON CALL SUPPORt for the nightly cycles.
Whenever there is an abend, the operations raise a ticket in remedy tool. (depends) And a mail is sent to Support application mailbox.
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