Table of Contents

Support level roles

The responsibilities as a partner when providing DataMiner Support Services are similar to those of Skyline staff members: offering both proactive and reactive support.

Within reactive support, there are two major levels that can be executed either by the same or by different members.

Key responsibilities:

  • Ensure cloud connectivity: Make sure that the end customer DMA(s) are properly connected to the cloud.

  • Maintain remote access: Ensure that, as a partner, you have remote access to the customer's system for effective troubleshooting and support.

Proactive support

  • Keep setups healthy and up to date.

  • Guide and motivate end users to resolve any setup-specific problems.

    Tip

    Running the DataMiner BPAs can assist in this process.

Reactive support

Level 1 - Identification

  • Determine the impact and severity of the issue.
  • Determine (as much as possible) whether the issue is not the result of a configuration change, an infrastructure issue or an external issue (e.g. network connection, external data source no longer sending expected data, etc.).
  • Determine the general health of the setup. Is there enough disk space? Is there something that is consuming the processing time? Etc.
  • Determine (as much as possible) when the problem occurred. What actions were taken? At what frequency does the problem occur? Have any changes been made recently? Etc.
  • Define (as much as possible) how the issue can be reproduced.
  • Determine the type of the issue. Is the issue integration-specific (custom) or related to a DataMiner component provided by Skyline?
  • Collect basic information/logs based on the type of issue and component.

Minimum required skills and knowledge for Level 1

Level 2 - Investigation

  • Check whether the latest version is being used.

  • Check whether the issue is known and/or already solved in a newer version.

  • Navigate through the log files associated with the solution or DataMiner component.

  • Determine what is still working and what fails. Follow any clues you find in the log files.

  • ...

  • When required, and when a support contract exists, report what has already been investigated and hand over the investigation to Skyline.

    • A good and effective communication flow is expected between the different parties in order to get to a solution as fast as possible.
    • When applicable, provide documentation on the usage and architecture (i.e. inner workings) of the custom solution.

Minimum required skills and knowledge for Level 2

All minimum required skills and knowledge for Level 1, with the addition of the following:

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