Production Support Three types of support L1, L2, L3 L1 support To check the health of the server three times a day Check List • Disk space • CPU utilization • Log monitoring • Server monitoring • Webpage monitoring Take these status and send a report (in excel or word format) to L2 support team If any issues are there in the report, L2 team responsible to fix that issue. The issues are three types Green - below 70%(for example disk space is 70% is normal) Yellow- 85-90% (minimum level attention needed) Red- above 95% ( take immediate action for diskspace) Production box running in UNIX or Linux or Solartis So, Unix team or Sys admin team to set username and password for US. Web server Apache Tomcat To monitor webpage or Url • If webserver is down we can’t access the application • If L1 team not sending reports to L2 team, they will ask for the reason for not sending reports Ticket management / Incident management It’s a combination of 18 digit number Popular ticketing tools are • GIRA • ITSM • Remedy Two process is there • Create a new ticket • To search a existing ticket using the 18 digit number SLA(Service Level Agreement) The tickets are categories into 3 types Severity 1 It’s a critical stage – To fix it within four hours Severity 2 High --- To fix it within 8 hours Severity 3 Normal/Low – To fix it 3 or 4 working days Severity 4 CR -- Fix it with next release RCA (Root cause analysis) If any issues facing from client side they will ask for a reason That time we need to check all those things why this issue happed in our side and what are all the steps taken for in future the same thing not happen again. Submit to the client full document (word document). Crone job – automatic job This automatic job will be available like take a status of health and send us alert if any issues in report. Say for example if log file not created in the directory that time crone job will be check this activity and alert message triggered and send to us via company mail id. So crone job done this activity. Shell script – file extension is .sh( 90% companies use shell script only) Pearl script – file extension .pl Change Management If we want to change anything for new requirement in production environment we have done through change management. Change management is also called Change request or Service request 3 types service request Emergency – within 1 day Urgent – within 2 or 3 working days Normal – 7 working days Normally server maintenance done for weekly once to refresh a server. L3 (Code level supporting) Investigation for DDD(detailed design document) L3 team prepare DDD document and check with senior for validating the document and send that to development team through bridge call. Development will clarify document with L3 for what is what, why you giving this here like that.