A 24x7 Support Model

1
A 24x7 Support Model
2
Service Requirements

• 24x7 support hotline and email
• 15 minute response time
• Reasonable solution provided within one day
• Call log and status report
• Monthly report

3
Team Structure
4
Roles and Responsibilities 1/6

• Support Engineers
• Take phone calls
• Check emails
• Provide initial response
• Open case log
• Classify reported problem and perform appropriate
  escalation if necessary
• Prepare monthly report

5
Roles and Responsibilities 2/6

• Network Engineers
• Investigate network related issues that cannot be
  resolved by the support engineers
• Report serious issues to network specialist
• Assist network specialist to perform regular
  systems analysis and prepare systems analysis
  report
• Review network related solutions provided by the
  support engineers

6
Roles and Responsibilities 3/6

• Systems Engineers
• Investigate systems related issues that cannot be
  resolved by the support engineers
• Report serious issues to systems specialist
• Assist systems specialist to perform regular
  systems analysis and prepare systems analysis
  report
• Review systems related solutions provided by the
  support engineers

7
Roles and Responsibilities 4/6

• Network Specialist
• Lead and perform regular network analysis
• Review network analysis report
• Analyze serious abnormal network behavior
• Make network upgrade recommendation

8
Roles and Responsibilities 5/6

• Systems Specialist
• Lead and perform regular systems analysis
• Review systems analysis report
• Analyze serious abnormal systems behavior

9
Roles and Responsibilities 6/6

• Service Manager
• Ensure service requirements are fulfilled
• Resolve conflicts among relevant parties
• Prepare project deviation report
• Report to user potential project risks

10
Escalation Process 1/2

• Response time
• Escalate to network or systems engineers if no
  response received from support engineer within 5
  minutes
• Escalate to network or systems specialists if no
  response from network or systems engineer within
  5 minutes after the escalation
• Escalate to service manager if no response from
  network or systems specialists within 5 minutes
  after the escalation

11
Escalation Process 2/2

• Reasonable solution
• Escalate to service manager if no reasonable
  solution can be provided within one day