Greg (and others),
I had a case which I could only IPL on a Sunday and raised it to a 1
(from a 2) so that support could come in and walk me through the issue.
Level 3 came in and we walked through the issue and they came up with
a issue with APL (it was a sub issue of PSF) .
They were actually able to produce a fix (IN APL no less) and give it
to me over the phone. I thought it was strange but no APAR was
created but a fix did show up even though the fix was applied. Its
been 20 years so don't ask for details. The guy was genuinely helpful
and he did resolve the issue.
I have an sev 1 PMR's that the sky literally darkened with IBM types
and our local IBM types were great as well. This was a to long of a
tri-lead on a 168MP (hardware).
Ed
On Nov 30, 2012, at 11:55 AM, Cardillo, Gregory wrote:
I've at times been asked by IBM to raise the severity to get
attention - and later lowered it - but I have generally used the
willingness of the support teams and client to be available 24x7
(in addition to technical knowledge of the problem, symptoms,
impact) as a 'test' of a true Severity 1... If it is that
important, they should be available...
That certainly can include giving IBM (or other vendors) ways to
contact our problem owner (cell, home, etc) - and not sitting
watching for updates as the vendor is researching an issue... but
available quickly if they need additional doc or information. The
problem owner has the contact info for all the other groups involved.
I also clearly spell out our expectations for vendor updates and
coverage in the record - so there is no confusion.
I try to use the severities to reflect the true problem impact -
and reserve Sev 1 for those cases where we are truly down or
seriously impacted or repeat occurrences. Sev 2 is still high
priority - but normal business hours only - for those that don't
warrant 'around the clock'.
Many times a requested Sev 1 suddenly becomes a 2 or 3 when asking
the reporter for 24x7 coverage (not end user... - but applications,
dba, software)
(There is sometimes a need for a 'political Sev 1' - but in general
I try to let the realities of the impact dictate...)
Thanks!
Greg Cardillo
Email: [email protected]
-----Original Message-----
From: IBM Mainframe Discussion List [mailto:IBM-
[email protected]] On Behalf Of Thomas Conley
Sent: Friday, November 30, 2012 11:23 AM
To: [email protected]
Subject: Re: Changing PMR Severity (Was: Makes me love most of my z/
OS software vendors)
On 11/30/2012 10:53 AM, Edward Jaffe wrote:
On 11/29/2012 10:55 PM, Timothy Sipples wrote:
Nevertheless, you are allowed to mark the problem incident as
Severity 1 whenever you have somebody on shift.(*) Therefore it's
possible to have your first qualified support person come in at,
say,
8:00 a.m. and raise the PMR to Severity 1. Then, as your last
qualified support person turns the lights out, that person lowers
the
PMR to Severity 2 (or lower if appropriate). Loop, repeat if
necessary. That's entirely within the rules and even
expected/recommended if you have a problem requiring Severity 1
attention from IBM.
Interesting concept. Is this a common practice? Is anyone on IBM-MAIN
routinely doing this?
Ed,
I've done that, especially when it was time for all of us to get
some sleep and recharge.
Regards,
Tom Conley
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