TETRA Service Department's SUPPORT Process Document

Tetra Support Process

Gold / Critical Customer calls 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

Standard Customer calls 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

Engineers With Responsibility

Engineer Name With Level	Responsibility
Amit Srivastava ( L3 )	# 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.
Vijay Gosai ( L 3)	# 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.
Manoj ( Trainee ) Hement ( Engineer ) Yogesh (Trainee )	# 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
Sourabh ( Engineer ) Lalit ( Trainee ) Mithilesh ( Trainee )	* 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 amit@tetrain.com, vijay@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 amit@tetrain.com marking vijay@tetrain.com and 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.