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 |
| | |
| | |
| | |
| | |
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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