/ Ministry of Community Development and
Ministry of Tourism, Culture and the Arts / Information Systems Branch / <Application Name>System Support and Procedures
/ Ministry of Community Development
and
Ministry of Tourism, Culture and the Arts
Application Name >
System Support and Procedures
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 >
/ Ministry of Community Development and
Ministry of Tourism, Culture and the Arts / Information Systems Branch / <Application Name>System Support and Procedures
Table of Contents

Revision History

Document Approval

1Overview

1.1Outline

1.2In Scope

1.3Out of Scope

1.4Assumptions/Constraints

2Introduction

3Key Definitions

4Key Support Roles

5Business Context

5.1User Community

5.2Hours of Operation

5.3Application URLs

6Application Environment

6.1Application Architecture

6.2Application Servers

6.3Database Servers

6.4Backups/Restores

7Support Procedures

7.1Obtaining Access

7.2Common Problems/Troubleshooting

7.3Migration Steps

8Appendices

Appendix A

Appendix B

Revision History

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

Date / Harvest Version / Section / Description / Author
<dd/mmm/yy> / <xx> / section> / <details> / <name>

Document Approval

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

This document has been approved by:

Signature / Date
Print Name / Title

2015-10-14 10:05:00 AM1

/ Ministry of Community Development and
Ministry of Tourism, Culture and the Arts / Information Systems Branch / <Application Name>System Support and Procedures

1Overview

1.1Outline

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

1.2In Scope

Front-end application environment

Ministry and non ministry contacts

Troubleshooting Techniques

Application Security

1.3Out of Scope

Support activities for back-end environment

Support activities not executed by Application Support Analyst

1.4Assumptions/Constraints

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

2Introduction

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)

3Key Definitions

List any System Definitions and/or System related acronyms

4Key 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

5Business Context

5.1User Community

Who uses The System

Application Roles

Authorization

5.2Hours 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

5.3Application URLs

6Application Environment

6.1Application Architecture

6.2Application Servers

Web Servers

Function / IP Address / Server Name / Physical Location / Software / Version
Prod
Test / 142.32.76.53 / jenga.dmz / 4000 Seymour / Windows
IIS
Asp.net / 2003
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

6.3Database 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

6.4System Functions and or Services

Batch

Spooler

Print Queues

System Jobs

Updating the Job Scheduler

6.5Backups/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

7Support Procedures

7.1Obtaining Access

NT Security Request

Application Access request

BCEID request

7.2Common Problems/Troubleshooting

Application not responding

Database down

Access Denied

CLP Issues

Common browser error messages

7.3Application Restart Process

User Sessions

Notifications

Links to other systems

7.4Migration Steps

Refer to appropriate document.

8Appendices

Appendix A

System Error Messages

Appendix B

{ Additional Appendix }

2015-10-14 10:05:00 AM1