Support Plan Form

Project Title

 

Architecture (Design) Review Date requested:

 

Second date requested:

 

Note: Same date as Deployment Plan date

Support Team

Name:

Contact Phone:

Contact e-mail.
     
     
     

Performance Monitoring

Monitoring Methods: Description

 

Monitoring SLA's: Description

SLA:

Monitored How?
e.g. Throughput of router encryption card. e.g. EMAN monitoring of router A to router B traffic levels.
   

SLA Problem Response

SLA:

Response to Problem?
e.g. Throughput of router encryption card. e.g. Issue trouble ticket. If necessary, escalate to NSA.
   

Problem Management

A: Help Desk:

Yes

No

 This project requires change in Help Desk responses.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

B: Troubleshooting:

(1) Monitoring Systems:

Yes

No

 This project requires change in Monitoring procedures.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

(2) Access to Monitoring Systems:

Yes

No

 This project requires new people to monitor the network components.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

(3) Proactive Problem Prevention:

Yes

No

 This project requires new alarms or exception state information to be captured or responded to.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

(4) New Repair group:

Yes

No

 This project requires new repair procedures to be used.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

(5) Problem escalation procedures:

Yes

No

 This project requires new escalation procedures or prioritization procedures.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

(6) Trouble tracking and repair procedures:

Yes

No

 This project requires new centralized trouble handling procedures.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

(7) Trouble statistics:

Yes

No

 This project requires the collection of new trouble reports or statistics.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

(8) Remote site or vendor Problem Repair procedures:

Yes

No

 This project requires new procedures or hardware by remote, on-site technicians or service vendors.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

Performance and Capacity Management

A: Monitoring growth and capacity:

Yes

No

 This project requires the collection of new performance or capacity information to maintain optimal network performance levels.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

B: Decision Support:

Yes

No

 This project requires the collection of new performance analysis tools to help schedule upgrades to maintain optimal network performance levels.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

Configuration and Change Management

Yes

No

 This project requires the collection of new hardware or software name or configuration information or routing or addressing information.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

Security and Audit Management

Yes

No

 This project requires new user access to network resources, or have any other security or audit trail impacts.

If Yes, explain what needs to be done, and how you intend to do it: _______________________________________________________________________

Training

A: Performance and Capacity Monitoring:

Yes

No

 I verify that at least one person representing the appropriate Operations group has had the chance to perform a performance monitoring and capacity dry run session in a lab environment.

If No, explain. _______________________________________________________________________

 

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Path: http://eman/ANTS/Documentation/policy-procedures/stage_three/docs/support_plan_form.html
Owner: Pete Feighner, pfeighne@cisco.com
Last Modified: December 09, 1998
This is an sns-docs controlled document. Uncontrolled if printed.

Copyright © Cisco Systems, Inc. 1998