Version 21 (modified by ianglendinning, 12 years ago)

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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 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 RDS Operations Support FAQ. You are also able to participate in Discussion on topics relevant to these reference data services.

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. Before creating a Service Request ticket, please ensure you are familiar with the Ticket Instructions.

Please submit your request using the New Ticket function.
You can follow the progress of your ticket through View Tickets function.

Service Availability

Service/Coverage windowSpecifies the time during which services are guaranteed available.
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 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 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 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.

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: maintenance procedure for further information on this process.

Create New Ticket describes how to access the RDS Operations Support and create a new ticket.

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