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System Maintenance Strategy
Any successful maintenance strategy is predicated on the proper understanding
and use of information services, service tools, service support and escalation
procedures, and field feedback. This chapter lists the various service
tools, information services, and service delivery methods used in system
maintenance.
1.1 Service Delivery Methodology
Before beginning any maintenance operation, you should be familiar with the
following:
• The site agreement
• Your local and area geography support and escalation procedures
• Your Digital Services product delivery plan
Service delivery methods are part of the service support and escalation
procedure. When appropriate, remote services should be part of the initial
system installation. Methods of service delivery include the following:
• Local support
• Remote call screening
• Remote diagnosis and system initiated service requests (using DSNLink,
SICL, MDS01, modem, etc.)
The recommended system installation includes:
• Hardware installation and acceptance testing. Acceptance testing
(Chapter 4) includes running ROM-based diagnostics and running
MDM to test Q–bus options.
• Software installation and acceptance testing. For example, using OpenVMS
Factory Installed Software (FIS), and then acceptance testing with UETP.
System Maintenance Strategy 1–1