Introduction to NonStop Operations Management

Problem Management
Introduction to NonStop Operations Management–125507
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Step 4—Escalating the Problem (If Necessary)
In-Company Problem Escalation Procedures
Problem escalation procedures help you ensure that problems are escalated to the correct
people in a timely manner. When establishing problem escalation procedures, consider
the following:
•
Easy-to-fix problems should be solved by the lowest level of support. This allows
higher levels of support to spend time on more complex problems and on other
tasks.
•
Each level of support should have a specific amount of time in which to solve
problems. This prevents lower levels of support from spending too much time on
problems that need to be escalated.
•
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 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.
•
If a problem is escalated to your Tandem support representative, you should provide
a copy of a memory dump and system log files.
Tandem Support
Tandem support personnel are available to help your staff resolve system software and
hardware problems. 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 problem escalation procedures, help you resolve problems,
and dispatch help, if necessary.
What Tandem Does
Tandem helps you diagnose and resolve problems. If the problem is critical or hardware
must be replaced, a Tandem analyst or customer engineer (CE) is dispatched to your site
Note. The Operator Messages Manual and the Processor Halt Codes Manual contain lists of
items and information that need to be collected before contacting Tandem.