Operation and Support

The system is operated on the existing Griesser Azure Cloud Infrastructure, (see ADR-004 - Infrastructure and ADR-005 - Support and Operations ).

This page defines the measures taken to ensure the systems availability and support.

Monitoring

To enable continuous operation and support of the system, it is monitored using the existing Griesser PRTG infrastructure.

In particular the following endpoints are defined to be monitored:

• AddOn Backend:

  • GET /health -> Status status code and status in response

    { "status": "up" }

• AddOn Frontend:

  • GET / -> Check for Status 200 to see if frontend is available

Support

Note

Actual communication channels and response times will be defined in a separate SLA contract.

Technical support will be splite between Griesser and AX.

First-line support - Griesser

• Handle all incoming user support requests
• Respond to and triage monitoring alerts
• Conduct initial investigation through log inspection and infrastructure checks
• Resolve infrastructure and configuration-related issues
• Document all support activities in the shared ticketing system

Technical/Development support - AX

• Address escalated issues requiring code-level intervention
• Provide bug fixes and patches for application logic issues
• Conduct root cause analysis for complex problems
• Update technical documentation as solutions are developede escalated past L2 to AX, when the issue requires a code-level solution

Implications

To ensure that support can be handled effectively, following needs to happen

• Griesser staff (that will provide firstline support) needs to be:
  • introduced and familiarized with the user-facing application (AddOn-Frontend)
  • introduced to the system overview and the employed technologies in the AddOn-Stack (see Software Architecture)
• Communication channels between Griesser and AX (described in Escalation) must be defined
• Tools employed for monitoring and support tracking (e.g. Azure Blob-Storage, Griesser Help Desk) must be accessible to AX developers

Escalation

As briefly state in Support, escalation of a customer problem/issue to AX requires that a solution will need a code-level change. In order for the AX to develop a solution, as much information as possible should be included with the problem when escalting.

Particularly helpful is:

• The initial problem/issue report
• Analysis of the problem and the cause by first line support
• Already done communication between Griesser support and the reporter
• Attempted solutions in first line support
• Problem-associated logs from monitoring system