AS 400

Roles & Responsibilities

Diagnosis and Resolution

Acknowledge receipt and start to investigate, diagnose, and analyze the L3 application incident

Cooperate with client group for investigation diagnosis and analysis of L3 application incident

Provide temporary solution or a permanent solution to the incident which eliminates the root cause of the incident

For a Priority 1 or Priority 2 Incident, following receipt of incident, till the resolution of that incident. The L3 support team needs to provide updated reports to client by sending an e-mail at least once every 60 minutes

For each incident received in Incident/Change/Problem Management the Support team will update Incident/Change/Problem Management with detailed description of the L3 application incident resolution achieved for the same incident