Problem Management Procedure

United Digital Problem Management

This page describes the problem management procedure to be used by United Digital for managing problems that have been identified with United Digital RAID products.

Objectives

Ensure problems are resolved within committed service level targets
Minimise the duration and impact of any service outages associated with the problem
Reduce failures to an acceptable risk by reducing the number of problems through preventative maintenance and addressing root causes of problems

Problem management procedures have been implemented to manage problems with United Digital RAID Units, to ensure problems are resolved within service level targets and to minimise the duration and impact of any service outages associated with a problem.

Problem Management Targets

Problem management targets are based on the severity of the problem and define the resolution target and frequency of problem status as communicated to the customer. For the purpose of defining this target our customer is defined as either a United Digital Reseller or End User.

Severity	Initial Problem Update Target	Continuing Problem Update Target	Problem Solved Target (unless onsite is required)
1	Within 60 mins	Every 60 mins	8 business hours
2	Within 2 hours	Every 2 hours	16 business hours
3	Within 1 business day	Every 24 hours	3 business days
4	Within 2 business days	Every 7 days	14 Business days

Problem Management Targets

Severity	Definition Update Target	Initial Target Update Time	Ongoing Target Update Time	Target Resolution Time
1	Any hardware failure of a supported machine which results in the total loss of service or functions to the customer	1 hr	1hr	8hrs
2	Any hardware failure of a supported machine which results in the partial loss of a service or functions to the customer.	Any hardware failure of a supported machine which results in the partial loss of a service or functions to the customer.	Any hardware failure of a supported machine which results in the partial loss of a service or functions to the customer.	16 business hrs
3	Any hardware failure of a supported machine that has the ability to failover and has no impact on the operation to the customer	1 Business day	24 hrs	3 Business days
4	Non urgent procedural enquiries, informational calls, or RMAs	2 days	7 days	14 business days

Exclusions

The procedure does not describe how the customer will manage problems associated with their own internal business procedures nor how problems are managed on hardware not associated with United Digital.

Hours of Support

Problem Management will be carried out between the hours of 9am and 5:30pm, Monday – Friday, excluding public holidays.

Procedure Narrative

Reseller or End User alerts Untied Digital to a problem by contacting United Digital on 01926 887080.
Problem is passed to United Digital Technical Support Team who, after initial problem determination, identify the problem with the United Digital RAID unit and assign a severity level.
Problem is then progressed by the United Digital Technical Support Team in line with the problem management targets as detailed above and progresses to closure

Escalation Channels

Escalation Management procedures have been implemented to raise issues to higher management or technical specialists in order to ensure the correct resource is focussed on the issue and the priority understood.

The Escalation Management process can be called at any time if there is no bypass or resolution available to the problem-reporter or if service level targets are likely to be missed, and if management focus needs to be applied to a problem.

Point of Escalation	Name	Title	Office Number	Email
1st	Lindsay Edwards	Technical Director	01926 887080	This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
2nd	Hans-Henrik Enoksen	Managing Director	01926 887080	This e-mail address is being protected from spam bots, you need JavaScript enabled to view it