DSXchange

I am preparing to release somo datastage jobs onto production environment. Prior to that I need to define a support model. Basically I know I must have different levels of support:

- Level 1 for issues that can be resolved by the Help Desk analyst
- Level 2 for issues that requiere a datastage analyst intervention
- Level 3 for new developments or changes

What I am trying to figure out is a list of activities or problems that corresponds to each level. For instance: a failed job must go to level 2, a requirement for a new interface must go to level 3, and so on.

There are not many things that come to my mind to design a support model that covers all the possible issues

Welcome Aboard,
Well I would say, for any error that does'nt require manual intervention falls in the first category. For any error that requires a DataStage analyst to review the error message and act would come under second category. Any enhancements to the code would come under third category. The third category usually requires flows through a process of change controls and format signoffs from business etc.

You have lots of issues to classify here's just a few:

• disk contention causing jobs to die
  out of disk space issues
  database availability
  unable to grow database table
  unable to grow database table index
  unable to insert row, primary key violation
  unable to insert row, null value supplied to non-nullable column
  too many warning messages in DS job
  unable to start job in time error
  job exceeds Abort After N Rows settting in job
  file not found
  file column definitions don't match physical file
  abnormal terminations