Timothy, I agree as a vendor, second software shop, worked a lot of Sev 1s. The question always is, is it really a technical , code sev 1 or a ' political sev1', those btw I hate. A code issue if we can reproduce it you can usually resolved IMHO.
Scott ford www.identityforge.com Tell me and I'll forget; show me and I may remember; involve me and I'll understand. - Chinese Proverb On Nov 30, 2012, at 1:55 AM, Timothy Sipples <[email protected]> wrote: > Edward Jaffe writes: >> We can't make PMRs Sev1 because we don't have a 24/7 response >> team and without Sev1 IBM works much more slowly than we do. :( > > The IBM Software Support Handbook, available here: > > ftp://ftp.software.ibm.com/software/server/handbook/webhndbk.pdf > > says this about Severity 1 problem incidents: "An appropriately skilled > technical person from your site must be available to work with IBM's > technical support staff during the entire time we are performing support > services outside of normal country business hours." > > Makes sense. If IBM is going to be working day and night, then it's > reasonable to expect that you will be, too. So I think that's what you're > referring to -- and thank you for following the rules. > > 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. > > Granted, it's a little bit odd to have a Sev 1 issue and not have 24/7 IT > staffing, at least on a limited ad hoc/overtime basis, but it's possible. > > (*) "On shift" doesn't mean "answering every call from IBM within 3 > seconds" -- although that would be nice. Use reasonable judgment here. It's > helpful to IBM if you can update the PMR with information like "Request > next status update between 8:30 and 9:30 p.m. New York time. Contact Joe > Smith by telephone at (XXX) YYY-ZZZZ extension QQQ or his backup Sally > Carter at extension RRR." Thus if your support desk is unstaffed for an > hour or two in the midst of a Sev 1 because somebody needs to go pick up > his daughter from soccer practice before the next individual arrives, > that'll be OK. > > Reminder: I'm not speaking for IBM. > > -------------------------------------------------------------------------------------------------------- > Timothy Sipples > Consulting Enterprise IT Architect (Based in Singapore) > E-Mail: [email protected] > ---------------------------------------------------------------------- > 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
