Support Responsibility

• Technical Support: TS

• Desktop Support: DS

• Application Development:AD

Table D-1. Support, reponsibility, hours of service.

Services	Group	Types of Services	Hours
Systems Software	TS	Solaris, Sybase, installation, upgrade, maintenance.	00:00-23:59
Systems Hardware	DS	Server, monitor, workstation, installation, maintenance.	00:00-23:59
Application	A/D	Setup application, demos, project files access.	08:00-18:00

Function of Each Server

Server: AD0001

This server will be the primary development machine to carry the more CPU intensive workload. Free temporary disk space is available on this machine via Unix automount. Disk quota will be set up for each project. Disk space availability will be determined by the scope of the project.

• Solaris X.X

• DNS and NIS slave server host name, IP address, aliases

• Data base server; for example: /home/sybase

• free hog disk space via automount; for example: /home/common

Server: AD0002

This machine will be used as the pre-production server.

• Solaris X.X

• Project files, data, databases; for example: /home/hrproj

• Clients personal files; for example: /home/username

Special Requests

These are different categories of special requests and their estimated completion times. These changes include investigating whether the proposed change affects other applications on the server. Technical Support will notify the requestor if the request takes longer than the estimated completion time.

Table D-2. Special Requests Estimate Completion TIme

Emergency backups and restore	Processed within 4 hours.
File maintenance.	Processed within 8 hours.
Change/etc/experts for mount directories.
Change/etc/fstab.
Add users/group.
Modifications to fstab, group, add user, permission change.
Operation request.	Up to X working days.
Backup and restore for Unix files only.
Solaris kernel.	Up to 5 working days for software that requires kernel modification.
Database change.	Up to 5 working days.
Hardware configuring.	Up to 5 working days.

With the Internal Support Agreement in place between both organizations there were less heartaches and finger pointing.