To me, and to every shop I've ever worked at, SEV 1 means "we're dead and we are all staying here until we are working again." One time, this meant a 36 hour shift for all 3 sysprogs. I was much younger then.
-- John McKown Systems Engineer IV IT Administrative Services Group HealthMarkets(r) 9151 Boulevard 26 * N. Richland Hills * TX 76010 (817) 255-3225 phone * [email protected] * www.HealthMarkets.com Confidentiality Notice: This e-mail message may contain confidential or proprietary information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. HealthMarkets(r) is the brand name for products underwritten and issued by the insurance subsidiaries of HealthMarkets, Inc. -The Chesapeake Life Insurance Company(r), Mid-West National Life Insurance Company of TennesseeSM and The MEGA Life and Health Insurance Company.SM > -----Original Message----- > From: IBM Mainframe Discussion List [mailto:[email protected]] > On Behalf Of Cardillo, Gregory > Sent: Friday, November 30, 2012 11:55 AM > To: [email protected] > Subject: Re: Changing PMR Severity (Was: Makes me love most of my z/OS > software vendors) > > I've at times been asked by IBM to raise the severity to get attention > - and later lowered it - but I have generally used the willingness of > the support teams and client to be available 24x7 (in addition to > technical knowledge of the problem, symptoms, impact) as a 'test' of a > true Severity 1... If it is that important, they should be available... > That certainly can include giving IBM (or other vendors) ways to > contact our problem owner (cell, home, etc) - and not sitting watching > for updates as the vendor is researching an issue... but available > quickly if they need additional doc or information. The problem owner > has the contact info for all the other groups involved. > I also clearly spell out our expectations for vendor updates and > coverage in the record - so there is no confusion. > > I try to use the severities to reflect the true problem impact - and > reserve Sev 1 for those cases where we are truly down or seriously > impacted or repeat occurrences. Sev 2 is still high priority - but > normal business hours only - for those that don't warrant 'around the > clock'. > Many times a requested Sev 1 suddenly becomes a 2 or 3 when asking the > reporter for 24x7 coverage (not end user... - but applications, dba, > software) (There is sometimes a need for a 'political Sev 1' - but in > general I try to let the realities of the impact dictate...) > > Thanks! > Greg Cardillo > Email: [email protected] > > > > -----Original Message----- > From: IBM Mainframe Discussion List [mailto:[email protected]] > On Behalf Of Thomas Conley > Sent: Friday, November 30, 2012 11:23 AM > To: [email protected] > Subject: Re: Changing PMR Severity (Was: Makes me love most of my z/OS > software vendors) > > On 11/30/2012 10:53 AM, Edward Jaffe wrote: > > On 11/29/2012 10:55 PM, Timothy Sipples wrote: > >> Nevertheless, you are allowed to mark the problem incident as > >> Severity 1 whenever you have somebody on shift.(*) Therefore it's > >> possible to have your first qualified support person come in at, > say, > >> 8:00 a.m. and raise the PMR to Severity 1. Then, as your last > >> qualified support person turns the lights out, that person lowers > the > >> PMR to Severity 2 (or lower if appropriate). Loop, repeat if > >> necessary. That's entirely within the rules and even > >> expected/recommended if you have a problem requiring Severity 1 > attention from IBM. > > > > Interesting concept. Is this a common practice? Is anyone on IBM-MAIN > > routinely doing this? > > > > Ed, > > I've done that, especially when it was time for all of us to get some > sleep and recharge. > > Regards, > Tom Conley > > ---------------------------------------------------------------------- > For IBM-MAIN subscribe / signoff / archive access instructions, send > email to [email protected] with the message: INFO IBM-MAIN > > ---------------------------------------------------------------------- > For IBM-MAIN subscribe / signoff / archive access instructions, > send email to [email protected] with the message: INFO IBM-MAIN ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [email protected] with the message: INFO IBM-MAIN
