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Support Model (For Business) v1.1

This document outlines an RPA pilot program support model including: 1. A 4-level support process for resolving issues with Level 1 providing initial analysis and Levels 2-3 providing advanced analysis. 2. Definitions for hypercare support which has a 2-week duration and immediate response times compared to regular ongoing support. 3. Owners for resolving different types of issues depending on whether they are infrastructure, application, or BOT related. 4. Important definitions including exit criteria for hypercare and service level agreements for different priority levels. 5. An escalation matrix to follow if service level agreements are not met.

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Srinivas Kannan
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468 views7 pages

Support Model (For Business) v1.1

This document outlines an RPA pilot program support model including: 1. A 4-level support process for resolving issues with Level 1 providing initial analysis and Levels 2-3 providing advanced analysis. 2. Definitions for hypercare support which has a 2-week duration and immediate response times compared to regular ongoing support. 3. Owners for resolving different types of issues depending on whether they are infrastructure, application, or BOT related. 4. Important definitions including exit criteria for hypercare and service level agreements for different priority levels. 5. An escalation matrix to follow if service level agreements are not met.

Uploaded by

Srinivas Kannan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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SSC RPA Pilot Program

Support Model

CMA CGM Internal


Support Lifecycle
<<Sub-title..>, change to white font if not applicable>
Business RPA Support team AA Product Issue
Level 4
RPA Support Team L2, L3
End User: Issue Level 1 (initial analysis) (Advance analysis)
Email Alert Support Ticket

Root Cause
BOT / BOT Analysis
SME : Basic NOT
Analysis and BOT
Resolution Steps Non
BOT AA
produ Yes
SSC Helpdesk team ct
SME : Raise a create EUP tickets issue?
Ticket in Support
Portal No Resolutio
n

Manual Resolution

Efforts
Yes longer
than
SLA

2
Hypercare Vs Regular Support

Description Hypercare Regular


Incident notification Mail/Call (Parallel to this raise a ticket) Raise a ticket in the ticketing system
Point of contact Solution Architect for the process/tower IT Helpdesk
Coverage 24x7 or as per the process demand 24x7 support for 7 pilot processes
• On site support 06:30 AM to 10:00 PM IST on
weekdays
• On call (urgent) 10:00 PM to 06:30 AM IST and all
hours on holidays and weekends
SLA Immediate response As per defined SLA
Duration 2 weeks Ongoing

03/16/202 Architecture Committee, Company Confidential 3


0
Owners and stakeholders for resolution

Nature of issue L1 L2 L3 / L4
Infrastructure / Network
Infrastructure related Infrastructure /
RPA CoE Team &
issue Network
AA Global Support
Target Application RPA COE Team Application Support Application Support
related issue Team Team
RPA CoE &
BOT related issue RPA COE Team RPA COE Team
AA Global Support

03/16/202 Architecture Committee, Company Confidential 4


0
Important definitions

Exit criteria for Hypercare:


- No SEV1, SEV2 open ticket by end of hypercare period

SLA:
Priority Description Resolution
P1 Impacts Service Delivery & no workaround available 6 hours
P2 Affects Service Delivery but workaround is available 2 Working days
P3 Does not impact Service Delivery 5 Working days

03/16/202 Architecture Committee, Company Confidential 5


0
Important definitions

Escalation Matrix: Should be followed when the SLAs are not adhered to.
Escalation Level Designation Name Contact
Level 1 Service manager Imran [email protected]
+91 9886494450

CoE Head Abhijit [email protected]


OR / +91 9920277737

IT Head Venkat [email protected]


Level 2 OR / +91 9176626966

GBS IT Head Faith [email protected]


+65 97955033

03/16/202 Architecture Committee, Company Confidential 6


0
SHIPPING
THE FUTURE

CMA CGM Internal

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