Application Support Template - British Columbia

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| | |Ministry of Community Development |

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| | |Ministry of Tourism, Culture and the Arts |

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| | |< Application Name > |

| | |System Support and Procedures |

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| | |Date: < Date > |

| | |Prepared By: < Author’s Name > |

| | |Project: < Project Name > |

| | |Harvest Package Name: < RFC_#### or DEF_#### or DOC Name> |

| | |Harvest Version: < Harvest Version # > |

| | |Contract: < Contract # if applicable > |

Table of Contents

Revision History ii

Document Approval ii

1 Overview 1

1.1 Outline 1

1.2 In Scope 1

1.3 Out of Scope 1

1.4 Assumptions/Constraints 1

2 Introduction 2

3 Key Definitions 2

4 Key Support Roles 2

5 Business Context 3

5.1 User Community 3

5.2 Hours of Operation 3

5.3 Application URLs 3

6 Application Environment 4

6.1 Application Architecture 4

6.2 Application Servers 4

6.3 Database Servers 4

6.4 Backups/Restores 5

7 Support Procedures 6

7.1 Obtaining Access 6

7.2 Common Problems/Troubleshooting 6

7.3 Migration Steps 6

8 Appendices 7

Appendix A 7

Appendix B 8

Revision History

{ Use the following table to list amendments and additions to the document. }

|Date |Harvest Version|Section |Description |Author |

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Document Approval

{ If applicable, obtain approval prior to publishing document. }

This document has been approved by:

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|Signature | |Date |

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|Print Name | |Title |

Overview

1 Outline

This document gives guidance to technical staff who must maintain and enhance the . The audience is targeted to the Application Support Analyst

2 In Scope

Front-end application environment

Ministry and non ministry contacts

Troubleshooting Techniques

Application Security

3 Out of Scope

Support activities for back-end environment

Support activities not executed by Application Support Analyst

4 Assumptions/Constraints

This document assumes the Application Support Analyst has technical knowledge and abilities equivalent to their Job Description.

Introduction

Describe in one or two paragraphs the System Purpose and very high level technology used.

List major components

description of major functions (grey box),

eg first level menu and how they interact

screen hierarchy

software environment

parallel systems (name, function, interfaces)

Key Definitions

List any System Definitions and/or System related acronyms

Key Support Roles

Customer Contact for Application Support:

Appshelp

Application Business Analyst

Ministry BA

Application Support Analyst

Ministry Application Support Analyst

Contractor

Database Administration

Ministry DBA

Server Support

Ministry Operations

CITS

Network Support

CITS

Backup Support

Ministry DBA

Ministry Operations

CITS

Business Context

1 User Community

Who uses The System

Application Roles

Authorization

2 Hours of Operation

The Application is available 24 hours per day 7 days per week. Application Support is provided Monday – Friday (Excluding Sat Holidays) 8:30 AM to 4:30 PM

3 Application URLs

Application Environment

1 Application Architecture

2 Application Servers

Web Servers

|Function |IP Address |Server Name |Physical Location |Software |Version |

|Prod | | | | | |

|Test |142.32.76.53 |jenga.dmz |4000 Seymour |Windows |2003 |

| | | | |IIS |6 |

| | | | | |1.1 / 2 |

|Del | | | | | |

|Dev | | | | | |

Files Shares

|Function |\\Server\Share |Physical Location |

|Prod | | |

|Test | | |

|Del | | |

|Dev | | |

Folder Structure

|Path |Notes |

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Access Groups

|Function |GroupName |Access Rights |

|Prod | | |

|Test | | |

|Del | | |

|Dev | | |

3 Database Servers

Database Servers

|Function |IP Address |Server Name |Physical Location |Software |Version |

|Prod |10.10.10.1 |Kitkat |4000 Seymour |Oracle |10.0.1.2 |

|Test | | | | | |

|Del | | | | | |

|Dev | | | | | |

Database Instances

|Function |Server |Instance |Notes |

|Prod |Kitkat |CSPROD | |

|Test | | | |

|Del | | | |

|Dev | | | |

4 System Functions and or Services

Batch

Spooler

Print Queues

System Jobs

Updating the Job Scheduler

5 Backups/Restores

Application Specific Backup/Restores

Application Servers are backed up nightly through the CITS Backup to Tape Process which occurs sometime after midnight. The retention period for this data is 90 days. All requests for restores are handled through Ministry Operations

Database Servers are backed up nightly to disk at 9:00 pm through a scheduled job on the database server. The Database server is then backed up nightly through the CITS Backup to Tape Process which occurs sometime after midnight. The retention period for this data is 90 days.

Requests for restores from the nightly to disk backup are handled by the Ministry DBA, requests for restores from tape are handled through Ministry Operations

Support Procedures

1 Obtaining Access

NT Security Request

Application Access request

BCEID request

2 Common Problems/Troubleshooting

Application not responding

Database down

Access Denied

CLP Issues

Common browser error messages

3 Application Restart Process

User Sessions

Notifications

Links to other systems

4 Migration Steps

Refer to appropriate document.

Appendices

Appendix A

System Error Messages

Appendix B

{ Additional Appendix }

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