Availability Guide for Problem Management

Recovering From Unplanned Outages
Availability Guide for Problem Management–125509
3-21
Deciding Whether to Escalate the Problem
Information You Should Provide
When contacting your Tandem representative, be prepared to provide as much relevant
information as possible, including:
•
Descriptions of the problem and accompanying symptoms
•
Details of error or operator messages generated
•
Supporting documentation such as EMS logs, trace files, and a processor dump, if
applicable
•
System number and the numbers and versions of all related products
What Tandem Does
Tandem helps you diagnose and resolve problems. If the problem is critical or hardware
must be replaced, a Tandem analyst, customer engineer (CE), or system engineer (SE) is
dispatched to your site to solve the problem. If the analyst, CE, or SE cannot solve the
problem, he or she escalates the problems to the district level, then to the regional level.
Tools for Problem Escalation
CA-Unicenter for Tandem—Problem Management Function
The CA-Unicenter for Tandem Problem Management function lets you define the
components and activities typically found in a computer center as items (workstations,
servers, and printers, for example) and events (program or network activity). Once
defined, problems related to specific items or events can be easily reported, tracked, and
escalated, based on problem escalation policies that you define.