Availability Guide for Problem Management

Recovering From Unplanned Outages
Availability Guide for Problem Management–125509
3-20
Deciding Whether to Escalate the Problem
•
Develop a list of people who can help the operations staff resolve problems. You
should list contacts for each application running on the system, and for system
software and hardware. You should also include the names and current contact
numbers of your Tandem representatives.
•
Update the problem-report log each time a problem is escalated to another level of
support.
•
Meet with your Tandem representative to establish guidelines for requesting
Tandem’s help in problem resolution.
•
Determine who will be the Tandem contact within your organization. Designating
one person as the contact ensures that your staff wastes no effort by reporting
problems more than once. Establishing a Tandem contact also provides a focal point
for problem resolution.
•
Train your staff so that someone is always available to dump processor memory to
tape and provide a copy of the log files when escalating problems to your Tandem
representative.
Escalating Problems to Tandem
Tandem support personnel are available to help your staff resolve system software and
hardware problems.
When to Contact Tandem
Contact Tandem whenever your staff cannot resolve a hardware or system software
problem.
Whom to Contact
Contact the Tandem NonStop Support Center (TNSC) if one is available in your country.
The TNSC can answer questions, diagnose hardware problems, and dispatch local help
as needed. For more information on contacting the TNSC, refer to the Tandem Support
Guide or contact your local Tandem representative.
If a TNSC is not available, contact your Tandem representative. Your representative can
answer questions, explain escalation procedures, help you to resolve problems, and
dispatch help if necessary.