Daily support (Bug, Improvement & Request)
Supporting UniField production and sandbox environments.
Initialization:
Create a Jira ticket, either Bug, Improvement or Request.
Bug: A problem which impairs or prevents the functions of the product.
Improvement: An improvement or enhancement to an existing feature or task.
Request: A request is used for identified actions (see “Purpose of the request” field) or in case you have a question/remark on something which doesn’t need any intervention from our side.
Duration:
- Depends of the nature of the ticket. For Blocker ticket the resolution time is 8 open business hours
Instance Creation
This service is for production instance creation. We do all steps required for a “ready to go” instance creation.
Please read the Service Card for more details.
Initialization:
Create a Jira Request with Step 1 – Checklist Validation as Purpose of the Request.
In attachment, you have to provide the checklist, from Finance, to be validated.
Please also specify in the request if you want option 1 or option 2.
Option 1: All steps are done internally on our server and then we provide you the dump to be restored on you production instance. For you to finalize the configuration: paths, etc.
Option 2: We create the instance directly on the production machine. In this case, the machine must be connected to internet with a good connectivity (needed for initial sync) and you have to provide us a distant control access (Team Viewer, etc).
Duration:
- 2 weeks from Step 1 Jira Request to dump availability.
- 2 working days for emergencies.
Instance Decommission
This is applicable for production instance. We would guide you on the last steps to perform to ensure your instance is ready to be decommissioned.
Please read the process for more details
Initialization:
Create a Jira Request “Instance invalidation” as Purpose of the Request.
Duration:
One week depending of the amount of data that remains to be cleaned.
Sandbox Creation
This service is for sandboxes instance creation and update. We do all steps required for a “ready to go” sandbox creation and update.
Please read the Service Card for more details.
Initialization
Create a Jira Request with “Support for sandbox creation/update” as Purpose of the Request.
Please also specify in the request the login details of your sandbox as we would work directly on it.
Weekly Sandboxes
This service offers access to online OC specific Sandboxes that are a copy of the latest dump from the production.
These sandboxes are updated on a weekly basis according to the available backups.
Initialization
Login details have been shared to each IT referents. They are responsible to share the access details to their staff according to their internal policy.
BI DB
This service proposes to give access to a dataset containing compiled data from all UniField instances. The data contained is reviewed and recomputed so it it understandable from a functional standpoint.
Please read the Service Card for more details.
Initialization
Subscription process:
1. IT department requests access to UFDB.
2. UniField Support Team (UST) provides certificates and keys to access UFDB
Duration
Maximum 2 days between steps 1 and 2
