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			{{Outdated\|reason=Old Article / Architecture / Technology might not be relevant now May Use for Understand concepts\|date=2026-07}}
	[[category:Tetra Support Process]]		[[category:Tetra Support Process]]

Amit at 09:49, 20 September 2014

2014-09-20T09:49:59Z

← Older revision		Revision as of 09:49, 20 September 2014
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			[[category:Tetra Support Process]]

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

Biswajit at 08:47, 20 September 2014

2014-09-20T08:47:23Z

← Older revision		Revision as of 08:47, 20 September 2014
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	<center>'''Tetra Support Process'''</center>		<center>'''Tetra Support Process'''</center>

	~~<center><center>'''Gold Customer/ Critical Client calls'''</center><center>'''Tetra Customer / Less critical than Gold Cus~~.~~'''</center><center>'''Severity Call 2 – 3'''</center>~~		[[image:Tetra_process.png]]

	~~<center>'''Handle by L2'''</center>~~


	~~<center>'''Severity Call 1'''</center>~~

	~~<center>'''Handle by L3'''</center>~~


	~~<center>'''Severity Call 2 – 3'''</center>~~

	~~<center>'''Handle by Trainee & L1'''</center>~~


	~~<center>'''Severity Call 1'''</center>~~

	~~<center>'''Handle by L2'''</center>~~


	~~</center>~~

Biswajit: Created page with "'''Tetra Support Process''' '''Gold Customer/ Critical Client calls''''''Tetra Customer / Less critical than Gold Cus.'''
2014-09-20T08:42:57Z

Created page with "<center>'''Tetra Support Process'''</center> <center><center>'''Gold Customer/ Critical Client calls'''</center><center>'''Tetra Customer / Less critical than Gold Cus.'''</c..."

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

<center><center>'''Gold Customer/ Critical Client calls'''</center><center>'''Tetra Customer / Less critical than Gold Cus.'''</center><center>'''Severity Call 2 – 3'''</center>

<center>'''Handle by L2'''</center>

<center>'''Severity Call 1'''</center>

<center>'''Handle by L3'''</center>

<center>'''Severity Call 2 – 3'''</center>

<center>'''Handle by Trainee & L1'''</center>

<center>'''Severity Call 1'''</center>

<center>'''Handle by L2'''</center>

</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>'''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.

TETRA Service Department's SUPPORT Process Document - Revision history

Admin: Flag as outdated (client review pass)

Amit at 09:49, 20 September 2014

Biswajit at 08:47, 20 September 2014