Production Support Roles and Responsibilities

* Production Support:-
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* 2 activities 
     - Monitoring of Data loads using PC.          - Handling of the Tickets posted by the   end Users.

- Monitoring of Data loads using PC. 
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* Criteria Document
* List of Errors and how to solve them.
* RSPC, RZ20,RSPCM, BWCCMS
* rspc_process_finish
* VPN  - (Secure ID)
* 34000 loads per day
* 24 X 7 support
* 8 members in off shore and 2 in onsite
* Telcone , mails, Sametime, Net meeting
* 40 - 50 Cubes , ODS
* 560 info packeges
* BP2, BD2, BQ2,
* 2 erors per day.

- Handling of the Tickets posted by the 
 end Users.
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* What tickets?
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- Creation of new report.
- Changing of existing Report.
- Data Mismatch Tickets.
- CR (Change Request) changing existing cube by adding new info Objects.
- Authorizations.

* SLA of tickets:-
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pririty   repond time Solution Time
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0 -  15 minutes 2 hours
1 -  15 minutes  5 hours
2 -  1 hour 24 hours 
3 -  1 hour 56 hours  

* SOP ( Standard Operating Procedures ).
* Ticket Handling Tools:-
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1) Vantive
2) Synergy
3) pere - green
4) Designed by my Client

* Interface of the Tickect Handling Tool:-
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* Did you interact with Customers any time?
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- Information on tickets.
- Weekly meeting / Monthly meetings
- We discuss on Ticket Status Report, Monitoring Status report, Resource Utilization report.