Availability Guide for Problem Management

Introduction to Problem Management
Availability Guide for Problem Management–125509
1-8
Reporting Problems
Reporting Problems
To assist you as quickly as possible, your TNSC representative will request the
following information:
•
Your system number
•
Your name and company
•
The product involved
•
The level of severity
Problem Severity
It helps the TNSC if you categorize your problem in one of these severity levels:
•
No impact—You have general questions or need information.
•
Minor—You have identified an isolated or localized defect that is a nuisance but
does not significantly impact your business operations.
•
Major—The performance of a system or application has been interrupted; there is a
risk of recurrence; intermittent failures or interrupts are impacting your business
operations significantly.
•
Critical—Your system or application is down or at high risk. You cannot conduct
business; there are continual failures and data corruption or both.
Service-Level Objectives
The action taken by your TNSC representative will correspond to the urgency of the
situation. Table 1-2 summarizes Tandem’s objectives in terms of contact (first response)
and workaround (relief) times.
Closing the Loop
The Problem Management architecture is based on the concept that you “own” the
opening of a request and that you must be included in the “close” process. This “closes”
the loop on the process and ensures that Tandem has satisfied your request.
The results of this process will be measured against customer-focused milestones:
contact, relief, and formal fix. Information collected through this worldwide system will
support improvements in Tandem’s products and processes.
Table 1-2. Tandem’s Service-Level Objectives
Business
Impact Contact (Business Hrs.) Contact (Non-Business Hrs.) Relief
No impact 4 hours Next business day N/A
Minor 2 hours Next business day 5 business
days
Major 5 minutes 30 minutes 16 hours
Critical 5 minutes 30 minutes 8 hours