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Technology Service Center

NewYorkWebsiteDesigner can provide a standard support model which consists of Help Desk call center known as the "TSC" or Technology Service Center.

The TSC is staffed 24x7 and provide for full end-to-end coverage for the range of activities involved in supporting a Production system including, but not limited to:

  1. Change control and management,
  2. Proactive system monitoring,
  3. Implementation,
  4. Systems administration, and
  5. Day 2 problem isolation and management.

Mission Statement

  • Ensure that the production WEB site is available, by monitoring all data feeds and making sure that they are up to date as per each feed's schedule. In addition, provide email support to users who may have problems with any part of the site.
  • These processes are supported by both automated and by manual monitoring facilities. The monitoring processes need to be applied within the site, by constantly monitoring hardware, software, application and network objects and from the WEB by accessing URL's, pages and contents.
  • In case any of the monitoring processes encounter problems, TSC is to assess the impact of the problem on the overall health of the production environment. On problems that require speedy restoration of service, TSC is to invoke any quick diagnostics available, restore service if possible or escalate problems to 2nd and 3rd level support for resolution. TSC owns every problem that TSC discovers, or reported by any caller until the service is restored and the problem is permanently fixed.
  • TSC is also responsible for the scheduling and running any batch jobs that may be needed. TSC is responsible for keeping the record of all regular and exception events and producing reports to management and clients on a scheduled basis.
  • TSC is responsible for using and managing the Problem Management system. All problems must be ticketed and are TSC's responsibility to see them through resolution, regardless who actually solves the problem.
  • TSC is responsible for coordinating the Change Control process that implements changes into the Production Environment.

Staffing

TSC is staffed 24 x 7 with 8 12-hour shifts. The shifts run generally from 8 to 8, meaning 8 am to 8 pm and 8 pm to 8 am.


Activities

The TSC personnel on duty during any shift must follow the activity list precisely. They must check each activity appropriately. If the activity could not be performed on time or there were any deviations from the norm, these must be documented promptly at the time the activity was scheduled to occur and as soon as any actions were taken that were not part of the routine process. These comments should be present even if the problem was simple or minor and even if it appears to be resolved at the time. There must be no exceptions to this rule.

For some monitoring tools, TSC may receive automatic alerts when there are problems with the site. TSC should verify the site on receiving any such alerts. In addition, since these tools rely on e-mail to send the alerts, TSC should make sure the e-mail is operational at all times. If e-mail is down, TSC should manually check the monitoring tool and to catch the problem as soon as possible.

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