147.9.2 Etere support boundaries
Etere support is related ONLY to Etere Software any other request related to hardware, storage capacity or streaming (Wowza) are to be forwarded to VideoProgetti (commonly referred to as VP).
RAI ICT SLA and timings:
We have strict contractual timings in order to process the incidents posted by RAI ICT depending on the priority that comes within the e-mail opening the ticket:
“Incident n. INC00000XXXXXXX e' stato assegnato al gruppo AM_MAM_ETERE, con priorità Low.”
In the mail the possible priority could be:
- LOW -> should be addressed within 4hrs
- MEDIUM -> should be addressed within 1hr
- HIGH -> should be addressed within 20 minutes (or ASAP)
Note: 1st level should call by phone the available 2nd level operator for HIGH and MEDIUM priority.
Then inside the Remedy Ticketing System into RAI ICT ENVIRONMENT you should double check the severity of the problem and the allowed timings following this table and matching with the “Impatto” and “Urgenza” fields in Remedy
SLA_RAI
IMPORTANT NOTE: IN CASE OF ISSUES WITH EMAILS RECEPTION (E.g.: no connection to the email server in Singapore), IN ORDER TO COMPLY WITH THE ABOVE BOUNDARIES, YOU MUST KEEP THE CONNECTION TO REMEDY ACTIVE AND CHECK EVERY 30 MINUTES IF A REMEDY TICKET IS ASSIGNED TO SUPPORT. IN CASE WE FAIL TO COMPLY TO THESE RULES, WE COULD RUN INTO PENALTIES.
IMPORTANT NOTE 2: When replying to RAI ICT incidents in REMEDY if you need to forward the incident back to other groups (i.e. SOC or VP) DO NOT set the "Risolto" status otherwise the incident will enter an un-modificable status and no further e-mail will be sent for that incident.
