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Application Administrators Handbook
book

Application Administrators Handbook

by Kelly C Bourne
September 2013
Intermediate to advanced content levelIntermediate to advanced
626 pages
22h 15m
English
Morgan Kaufmann
Content preview from Application Administrators Handbook
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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Publisher Resources

ISBN: 9780123985453