TRANSITION OF PROJECTS FOR SUPPORT

REQUIREMENTS FOR SUPPORT

1              A operations document on the functionality of sessions/Mappings to be supported. 2              A re-start and recovery document explaining the actions to be taken if there is a failure for every session/batch. It would be recommended to create cleanup scripts so as to avoid unnecessary manual intervention. 3              Information on support contacts should be provided so that in case there is a need they can be contacted. The types of contacts to be provided should be a primary contact and a secondary contact.

SUPPORT PROCESS ON FAILURE

1              On failure the session will send out a mail/Page to the support team. The Informatica support team shall follow the Re-start and recovery process provided. 2              A mail will be sent to the primary and secondary contacts summarizing the reason for failure and the action taken

SUPPORT WINDOW

Support for Informatica jobs will be provided between the following hours

Monday to Friday

OnSite Support -xxx AM to xxx PM  OffShore Support -xxx PM to xxx PM

Saturday/Sunday and Holidays OffShore Support - xxx PM to xxx PM