RDS Operations Support Services

Service Registration & Login

RDS Operations Support is provided for registered users of these services.

Requests for User Registration ID & Password should be sent to [email protected] with "User Registration" in the subject line, stating name & organization, and indicating PCA-Membership Yes/No. Note that reduced support services are provided for users who are not also PCA Members. For PCA membership and benefits please visit PCA Membership

To use the following services you will need to log in using the link at the top right of this page.

Services Overview

ITIL® and ISO20000 based Service Level Agreements exist which cover operation, incident-management, change-requests, monitoring, reporting and pro-active maintenance of these systems and services.

Firstly notice that the service platform is a Wiki. You are able to browse the pages and use the Search function on the top right of this page to find information you need. You will find answers to common service questions in the RDS Operations Support FAQ.

To initiate any specific service, use the Service Request (SR) Ticket System described below.

Service Request (SR) Tickets

The RDS Operations Support tickets are used for handling Service Requests (SR's) concerning availability, technical and software support issues and general questions about the Reference Data Services. The RDS Operations Support tickets are also used for initiating change requests for the RDS System, or change requests & queries concerning the content of the Reference Data Library (RDL).

When you are logged in the service menu will become available to the left.
Please be familiar with the Ticket Instructions before creating a Service Request ticket.

Please submit your request using the New Ticket function or send an email to rdssupport@….
You can follow the progress of your ticket through View Tickets function.

Service Availability

Response TimeIs the period of time that begins when the initial service request is received and logged in the trac.posccaesar.org until the request is assigned to a support team member and prioritized. The response time for all requests registered on www.posccaesar.org is 24 hours.
Target Solution timeSpecifies the period of time that begins where the customer request is assigned & prioritized, until the requester receives a solution to the problem. The target solution time will vary depending on the priority set the the request after the initial analysis done by the support team.
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