Technical Support and System Monitoring
Internal Tech Support
How is technical support organized and managed?
What is the workflow for production defects from discovery to closure?
What systems and tools are in place for technical support workflow?
External Tech Support
How is technical support organized and managed?
What is the workflow for production defects from discovery to closure?
What systems and tools are in place for technical support workflow?
What are the key metrics for production defects?
What are the uptime commitments to the customer base?
What are the historical levels of SLA compliance?
Monitoring
What are the key metrics for system uptime?
What is an average system uptime?
How is uptime monitored?
What system-monitoring tools and ...
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