For defining the number of Background W.P’s For defining the number of Dialog W.P’s Parameters for defining the Number of W.P’s: rdisp/wp_no_dia= SLA is an agreement between the supporting partner and the company which describes the level of agreement between the parties and the work will be done based on the agreement conditions. High: Printing, Update, Deactivation, Transport Errors etc… Very High: Printers Down, Instance Down, Services are partially inturepted Disaster: Server Down Medium: Updates, Background processing, Batch Input processing, Roll assignment etc… Tickets such as Password Reset, User Creation, GUI related issues or user specific problems Low/Normal: It can be solved with in 72 Hrs. Low/Normal Medium High Very High/ Critical Diasster Pending Closed/Completed/ Finished Severity of the Problem: Raised Problem When the Consultant Accept the Ticket Processing Temporary Fixed, Job Aborted, Run Temporary For Approval Problem is Fixed User Request Mechanism: User request management tools are utilized for this purpose.ĬUSTOMID EXCEL Help Desk (Phone, FAX, Email) When the request is created in the tool the status is NEW. Remote Access Cards (RAC) are used to generate Random Number (Remote Authentication Key) i.e. We need to key in USER-ID and Password and Access Key to logon into the Private Network. It is a service which establishes a tunnel between the customer and supporting partner. Each leased line is backed up by dialup or another alternative leased line. (Trust means the data security of the customer). VIDEOC Connectivity Landscape ON RELIANC E TVSĬonnectivity from OFFSHORE to CUSTOMER/CLIENT: Leased Line: If the trust is established between the supporting partner and the customer dedicated leased line can be used. Support Architecture: Offshore Components Roles and Responsibilities: Define the Checklist Working on Tickets/Requests/Cases Configuring Work Processes Configuring Buffers Resolving Runtime Issues Working with Dialog Process, Update Process, background Process, Message, Spool and Enqueue Processes Define Background Jobs and Monitoring Monitoring Critical Update Define the Printers Working with SAP Archiving Creating RFC Destinations Define various methods for data transfer Monitor EDI and IDOC Release change request and import target systems Applying patches notes etc… Configuring CCMS and monitoring Configuring logon load balancing 2Ĭonfiguring operation modes Monitoring the log files Defining and scheduling standard background jobs Monitoring backup regularly Monitoring DATABASE Standard Jobs Security Performance 1ĭata Base O/S Transports Normal BASIS Support We can also propose to perform all the activities. Based on the nature of the company the following activities are also segregated. Responsible for Backup, Restore, Recovery, DR, Standby, Clustering, Mirroring, H/W migration. Level-4 Support (Onsite):The consultant works with data center and knowledge of O/S, R/3, DB etc is required for this. Level-3 Support: Recommend the parameters for Tuning, Support Package application, Scheduling down times, working with SAP, database activities etc…. The issues which could not be resolved can be escalated to Level-3 4. Level-2 consultant handle assignments of roles, Background Jobs rescheduling, data transfers, notes etc…. Level-2 Support: The reports from the Level-1 consultants along with recommendations are evaluated and ensure that they are resolved. they can’t Delete, Drop, Change objects in the system. (Installation, patches, upgrade) performance check list activities etc… Note: Very less privileges are assigned to the users there will be no input on the system by this users there will be no input on the system by this users i.e. Level-1 Support: It is a front end support or end user support to Reset the Passwords lock and unlock users. L1 Support L2 Support 元 Support L 4Supportġ. Ex: IBM, HP, HCL, TCS, WIPRO, SATYAM 1 2 3 4 Partner (Partner) is a company which provides support services. There are various types of Supports provided by the partners to the customers. Support Phase It is used to provide the support to End Users.
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