Peripherals

Peripherals/PSPS: CSDD Product support Plan

7. TIC

New platforms documentations and information will be available on the TIC during the early production stage.

8. PRIMARY SUPPORT OBJECTIVES

8.1 Reliability expectations

8.2 Support During Beta Period
The Product Support teams at the PD and DUs will support CSDD during the beta period. DU's CSDD platform trained specialists will provide all operator and system administrator training to beta customers. During the beta installations and subsequent customer training, members of the DU support teams should be present to gain experience with the new platform behavior.

8.3 Support During Early Production Period
Prior to CSDD being released into Early Production, the DUs and RC resources will receive training followed by DU-PSM to provide the sufficient capacity to support the new platform. During EP, the DU-PSM and RC will continue to train additional resources to increase their capacity to support additional CSDD sites. During this period, it will be necessary for the PD support team to provide additional support and escalation paths for the DUs.

9. Operational Strategy

9.1 DU Support
CreoScitex Regional Field and RC teams will be responsible for CSDD support during Full Production.
Following install, the primary source of support will be the DU Response Centers. Most service issues will be resolved remotely. Issues that require a site visit will be escalated to the region. Field resources will also have the DU-PSM group for technical escalations.

9.2 Escalation to R&D
Escalation for all technical and non-technical support issues, will be done trough
RC >> DU-PSM >> PD-PSS >> QA >>R&D >>SDD
Recording and tracking of escalations to R&D will be based on Clarify - Problem Management System.

9.3 Field Operations

9.3.1 Installation overview
One qualified engineer who received prior training on the CSDD should do basic installation of the system.,and another one to help in lifting the heavy system.
The CSDD arrives preconfigured and with disk installed in the enclosures.
The engineers job will be to install the enclosures in the crate and configure luns/filesystems as per customer specific needs.
CSDD installation should take half a day.

9.3.2 Installation Engineer Profile
The engineer who performs the installation should:

• Have taken a CSDD HW training course
  
• Have AIX basic knowledge
  
• Have NT basic knowledge
  
• Have basic networking knowledge.
  
• Be familiar with the latest updates on support web.
  

9.3.3 Installation Policy
CSDD installation should take not more than 8 hours including the customer training and LUN creation.
Due to a heavy weight 2 persons are required to install the system parts in place.

9.3.4 Field Training

9.3.4.1 Product Specialist training
The PD will organize training sessions with DDN and the DU's support specialists, covering installation, configuration and troubleshooting on-site and remote.
The first 2 day session will cover mainly the aspects of SDD support .During the 3-rd implementation stage ,an extra training will be given to cover the SANergy support and implementation aspects.
The DU's Trained SAN specialists can then spread the knowledge to the field engineers as needed. All specialists and field engineers that are trained on high-end RAID systems have the solid ground basis for SDD.

9.3.4.2 Technical/Application Engineer training
Training in the DUs will be given by DU - PSM at the DU training center.

9.3.4.3 Customer training
Customer training is required for system administrators and must be promoted with every sale. The training can be conducted by the regional SAN specialist. It does not differ very much to the current training for high-end RAID systems.
During the 3-rd implementation stage ,an extra training will be given to cover the SANergy administration and implementation aspects,including the change of the zoning/user configuration.