Availability Guide for Problem Management

Introduction to Problem Management
Availability Guide for Problem Management–125509
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Tandem’s Commitment to Problem Management
Solutions
Tandem’s Commitment to Problem Management
Solutions
In keeping with your increasing needs for highly available systems, Tandem has
introduced a new program designed to provide you with world-class technical support.
The Problem Management Initiative (PMI) program defines an enhanced support
process and new systems approach for a worldwide problem-tracking and management
system to be used by our support personnel, partners, and customers.
Tandem’s Support Process Is Changing
Tandem’s new architecture for remote support has three support levels, each with
specific roles and responsibilities:
•
Tandem NonStop Support Center (TNSC)
•
System Support Group (SSG)
•
Sustaining Engineering
While the names of the support organizations are familiar, the roles, interaction, and
service levels are new. Through the use of a new, worldwide Problem Management
system, information is collected once and used often. One level builds upon the next.
The goal of the new support process is to handle the majority of defect support requests
and usage questions through remote support centers.
TNSC
The first point of contact is a TNSC. The TNSCs are staffed with skilled software and
hardware analysts capable of answering most questions about Tandem systems. If the
question or problem cannot be answered quickly, it is escalated to the second support
level—a System Support Group.
SSG
SSGs are staffed with product support specialists who have in-depth expertise with
specific products. Product support specialists may call you directly for details about the
problem, or, where there are language differences, they may call the TNSC for customer
contact. The product support specialists can coordinate the activities of an onsite
customer or system engineer (CE or SE). The goal of the SSG is to provide relief. If the
product support specialist determines that the problem is a new defect, it is escalated to
the third level, Sustaining Engineering, where a fix is developed.
Sustaining Engineering
After you receive a recommended fix, Tandem follows up to make sure that the problem
is solved and that you are satisfied.