= 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 `rdssupport@posccaesar.org` 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 [http://www.posccaesar.org/wiki/PCA/Membership PCA Membership]

To use these 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 [http://rdssupport.posccaesar.org/wiki/RdsFaq RDS Operations Support FAQ]. You are also able to participate in [/discussion Discussion] on topics relevant to these reference data services.


== Service Requests (Tickets) ==

The RDS Operations Support tickets are used for handling service requests 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 concerning the content of the Reference Data Library (RDL).

When you are logged in (use the upper right hand side menu) a new menu will become available on your left hand side. [[BR]] Here you can submit a request using the [http://rdssupport.posccaesar.org/wiki/RdsCreateNewTicket new ticket] function, you can follow the progress of you ticket through [/report View tickets]



== Service Availability ==

||'''Service/Coverage window'''||Specifies the time during which services are guaranteed available.[[BR]]The Coverage window is from '''8.am to 4.pm. GMT + 1.00 on business days (excl. week-ends and holidays). Response time and target solution time are counted within this timeframe.'''||
||'''Response Time'''||Is 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 an support team  member and prioritized. The response time for all requests registered on www.posccaesar.org. is 8 hours within the defined coverage window.||
||'''Target Solution time'''||Specifies 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.||


Change will be operated by POSC Caesar (PCA), but the Operations Support Service supports the process, i.e. the handles incoming change requests logged as tickets in the rdssupport Trac and the delegation of tickets to PCA for operation. Please see: [https://trac.posccaesar.org/wiki/RdsMaintenanceProcedure maintenance procedure] for further information on this process.



[http://rdssupport.posccaesar.org/wiki/RdsCreateNewTicket Create New Ticket] describes how to access the RDS Operations Support and create a new ticket.