Editing TETRA Service Department's SUPPORT Process Document

[[category:Tetra Support Process]]

<center>'''Tetra Support Process'''</center>

[[image:Tetra_process.png]]



{| style="border-spacing:0;"
| style="border-top:0.1pt solid #000000;border-bottom:0.1pt solid #000000;border-left:0.1pt solid #000000;border-right:none;padding:0.097cm;"| <center>'''Gold / Critical Customer calls'''</center>


'''Severity Call 3: '''

1: Issue which affect 1-2 % end users.

2: Basic Service got effected.

3: Information gathering Issue.

4: A feature enhancement request is there

5:''' Escalation time in 3-4 hrs.'''

'''Severity Call 2:'''

1: Issue Which affect more than 2% but less than 40% end users.

2: Some important features which are critical are effected.

3: Use of services is seriously hampered.

4: A minor loss of service is there.

5: Severity 3 request unattended during time defined in SLA.

6: Directors call reported via phone.

6: '''Escalation time in 2-3 hrs.'''

'''Severity Call 1:'''

1: More Than 40% end users affected.

2: Total loss of service is there through system crash.

3: Use of the services totally stopped.

4: Use of software is impacted so heavily that work cannot continue.

5: System data is corrupted.

6: Severity 2 and 3 request unattended during time specified in SLA
| style="border:0.1pt solid #000000;padding:0.097cm;"| <center>'''Standard Customer calls'''</center>


'''Severity Call 3: '''

1: Issue which affect 1-2 % end users.

2: Basic Service got effected.

3: Information gathering Issue.

4: A feature enhancement request is there

5:''' Escalation time in 5-7 hrs.'''

'''Severity Call 2:'''

1: Issue Which affect more than 2% but less than 40% end users.

2: Some important features which are critical are effected.

3: Use of services is seriously hampered.

4: A minor loss of service is there.

5: Severity 3 request unattended during time defined in SLA.

6: Directors call reported via phone.

6: '''Escalation time in 3-5 hrs.'''

'''Severity Call 1:'''

1: More Than 40% end users affected.

2: Total loss of service is there through system crash.

3: Use of the services totally stopped.

4: Use of software is impacted so heavily that work cannot continue.

5: System data is corrupted.

6: Severity 2 and 3 request unattended during time specified in SLA

|}
<center>'''Engineers With Responsibility'''</center>



{| style="border-spacing:0;"
| style="border-top:0.1pt solid #000000;border-bottom:0.1pt solid #000000;border-left:0.1pt solid #000000;border-right:none;padding:0.097cm;"| <center>'''Engineer Name With Level'''</center>
| style="border:0.1pt solid #000000;padding:0.097cm;"| <center>'''Responsibility'''</center>

|-
| style="border-top:none;border-bottom:0.1pt solid #000000;border-left:0.1pt solid #000000;border-right:none;padding:0.097cm;"| <center>'''Amit Srivastava ( L3 )'''</center>
| style="border-top:none;border-bottom:0.1pt solid #000000;border-left:0.1pt solid #000000;border-right:0.1pt solid #000000;padding:0.097cm;"| # Training, Documentation & Presentation
# Roster Management with Approval of Biswajit sir.
# Tetra mail server administration(otrs,wiki,userid)
# '''Handling Escalated Calls'''
# New Implementations (Architecture + project plan) with approval of Biswajit sir.
# Support Team for Calls.
# Off Hour Support.



|-
| style="border-top:none;border-bottom:0.1pt solid #000000;border-left:0.1pt solid #000000;border-right:none;padding:0.097cm;"| <center>'''Vijay Gosai ( L 3) '''</center>
| style="border-top:none;border-bottom:0.1pt solid #000000;border-left:0.1pt solid #000000;border-right:0.1pt solid #000000;padding:0.097cm;"| # Severity 1 calls.
# Support L2 for Calls.
# L2 Call Handling & Management.
# '''Followups for pending Call'''.
# Call Assignment and let trainees understand there responsibility. 
# Maintaining SLA's and Esclation as defined above.



|-
| style="border-top:none;border-bottom:0.1pt solid #000000;border-left:0.1pt solid #000000;border-right:none;padding:0.097cm;"| <center>'''Manoj ( Trainee )'''</center>

<center>'''Hement ( Engineer )'''</center>

<center>'''Yogesh (Trainee )'''</center>
| style="border-top:none;border-bottom:0.1pt solid #000000;border-left:0.1pt solid #000000;border-right:0.1pt solid #000000;padding:0.097cm;"| # Handle L2 Calls.
# Severity 3-2 of Gold Customer.
# Severity 1 of Standard Customer.
# Let Trainees (New Joinees) to understand there responsibility and basic understanding of work flow.
# '''Daily Call Report, w.r.t shifts'''



|-
| style="border-top:none;border-bottom:0.1pt solid #000000;border-left:0.1pt solid #000000;border-right:none;padding:0.097cm;"| <center>'''Sourabh ( Engineer )'''</center>

<center>'''Lalit ( Trainee )'''</center>

<center>'''Mithilesh ( Trainee )'''</center>
| style="border-top:none;border-bottom:0.1pt solid #000000;border-left:0.1pt solid #000000;border-right:0.1pt solid #000000;padding:0.097cm;"| * Handle L1 Calls
* Severity 3-2 calls of standard customer.
* Get the training and documentation from L2 & L3.
* Daily Pending Call Report.
* Handling Every Phone call and mail response within 30 min max (Acknowledgment mail response )
* Daily Call Assignment with support of L2 
* '''Nagios Monitoring ( Highest Priority )'''



|}
'''Notes : '''

'''1: '''Biswajit Sir is only available for mail approvals, L3 Escalated calls, Understanding & training as per his availability, Internal Meetings, Lectures and Team Management.


'''2: Handover & Update Must be there On mail and its mandatory to maintain for every shift Engineer'''


'''3: '''Every Engineer will pass the Pending call Information to shift Engineer marking [mailto:amit@tetrain.com amit@tetrain.com], [mailto:vijay@tetrain.com vijay@tetrain.com] & [mailto:biswajit@tetrain.com biswajit@tetrain.com] in CC Regularly, Having Mail Subject “Pending call” and Night Engineer will consolidate all the Call and make a report of whole day and mail it to [mailto:amit@tetrain.com amit@tetrain.com] marking [mailto:vijay@tetrain.com vijay@tetrain.com] and [mailto:biswajit@tetrain.com biswajit@tetrain.com] in CC


'''4: '''Shift Engineer is responsible of assignment of calls to team.


'''4: '''Documentation is must for every one, before hitting a command on shell have it on scratch pad, after completion of work circulate it to team or on tetra wiki and inform team regarding that.