Chapter 11

Supporting Your Application

Abstract

Supporting an application is a critical part of an Application Administrator’s job. The Service-Level Agreement is an agreement describing what users can expect from the application. Support requires remote access to the server, a staff supporting you, and a backup.

Key Words

support; SLA; support staff; maintenance windows; 24 × 7 operations; support tiers; knowledge base; response time; trouble tickets; remote access; console mode; succession planning; backup

11.1 What Is a Support Role?

The purpose of an application support role, including an Application Administrator, is to provide the day-to-day responsibility for an application once it has been put into production. If something goes wrong with the ...

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