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Hello all, Please read this carefully :
The Stock Exchange are currently running a test on VMS V5.1
This is supported field test, so our full involvement/support
is required.
I am given to understand the the whole cluster (CLUK03070) is
on ECSO. At least one node s/n 850254736, has crashed.
I have placed a warning message for the cluster entry, and
for the above node. Please follow the action plan on the
ECSO notice board. Note that the TSC standby man is available
out of hours.
Cheers, Brian
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Hello chaps ( and girls )
Remember all the fun you can have logging into
Britoil in Glasgow ? Where you connect to a DECserver and
then have type loads of passwords to even get a prompt ?
All this has changed ( cheers etc etc ) . In future , there
will be two modem lines into the cluster , connected to
two 8820's (PSTARs) and we will be able to set host from
these to the faulty node .
I have updated the database to reflect the new numbers .
Eventually , there will be one line per system .
Dave W
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Thought I might share the experience of a connection to this
"New Style" Britoil connection.
The connection process is relatively painless, once they sorted
out the REAL phone number. That was the least of the problems.
Having got logged in to the 8820 (this took 20 minutes !!) I
then had to Set host and login again, (another 10 mins)
Got to sys$errorlog fairly quickly and tried to look at the
error log. Got the first two lines and there it stuck for
ages (20 mins+) despite operator attempts to speed things.
Eventually gave up and got engineer to site !!!
By the way, two items in the connection process.
1. It seems to want a ^P to get to PS-CC
2. Having logged in, the Project response is "HOME"
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| Greetings,
SG WARBURG GROUP MANAGEMENT CLUK03027 has got
******************************
********MEGA POLITICAL********
******************************
Today 8550/node#UKBD crashed with CPU DBLE ERROR HALT, restart flag was
set so all information was lost.
Due to unforeseen circumstances the call was deferred for nearly 15
minutes which in turn aggravated the already heated customer!!!. Can I
therefore request engineers carry out the following guidelines:-
1) Give extra priority to SG WARBURG calls whether they are RSDS or FSU
calls.
2) Answer all SG WARBURG calls promptly.
3) Understand fully the customers problems.( Be particularly careful
speaking to customer contact Gary Crawford.)
Many thanks for your help,
Norm.
PS: Failure to follow these guidelines could result in a SG WARBURG *GOLD*
button!!!!!
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| ref:- 13.5
Please be aware that the connection processes to SG Warburg's
site is via a VCS for ALL systems. Should you dial with KC785 protocol
for instance you will put the fault light on on MDS01 and then you
won't be able to connect at all. This site lately is VERY POLITICAL
and as such it is imperative that we do connect.
Cheers...Norm
BTW Should you accidentally dial with wrong protocol and the fault
light does come on on the MDS01, ask customer to power OFF/ON MDS01
and then dialing (with the correct protocol) you should be able
to connect OK.
PS: The fault with 11785 node#GILT is thought to be software related,
see ECSO for latest information.
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| From: KERNEL::BROOKER "14-Dec-1990 1615" 14-DEC-1990 16:18:30.41
To: @POST:SYSTEMS.DIS
CC: ROE,SCUFFHAM,MILLAR,BRIGGS
Subj: Call handling for P&O Ferries
Chaps,
The following is an extract from the agreed call handling and
call flows for P&O. This is a large and important account which has
the potential for even more business with P&O International, the parent
Company. Each loading bay at the dock has a pair of 3400/3900's
linked in parallel running the Port Handling Systems. This compiles
the Ships Inventry and Manifest to permit a sailing. If this fails the
traffic back-ups through Dover to the M21. There are also 2 systems on
each ship but as yet there is no RDC links to these.
Therefore, in order to provide the best service we can to the
Customer it has been agreed that out of hours we diagnose ALL P&O calls
"to the best of our ability". Obviously in most cases this will simply
involve obtaining an accurate trouble-statement and confirming the
location/country of the failing system, however access to the landbased
microvaxes is possible via the Customers network.
See paragraph 3 of sheet 9.2 below.
Clive.
12th December 1990
FCM CONTACTS Sheet 9.1
P&O CALL FLOW
(24 hr / 7 day H/W and S/W cover)
+-----+ +----------+
+--------> SDU | UK | Site >-------+
| +-----< | | | |
| | +-----+ +----------+ |
| +-----< CSC | FRANCE | Site >-------+
| | +--> | | | | 1 +---------------+
| | | +-----+ +----------+ +->--+ P&O |
| +-----< CSC | HOLLAND | Site >-------+ | Support Desk |
| | +--> | | | | +-------+-^--^--+
| | | +-----+ +----------+ | | | |
| +-----< CSC | BELGIUM + Site |-------+ | | |
| | +--> | | | 2| | |9
| | | +-----+ +----------+ | | |
| | | | | |
^ | | 6 +---------------+ | | |
| | +-----------------------------< FCM / CCD <----+ | |
| +--------------------------------> |------+ |
| 7 +---+-^-+-^-----+ 8 |
| | | | | |
| | | | | |
| | ^ | |9 |
| +---------------+ 3| | | | +-------+------+
| 5 | DIAGNOSIS <--------+ | | +-------| ESO_DM |
+------<-------| or SSDU >----------+ +---------> |
+---------------+ 5a 4,8 +--------------+
ESO_DM = Leatherhead Resource Controller or OOH Duty Manager.
SSDU = Software Service Delivery Unit (in CSC)
FCM = Focal Call Management group (Mon - Fri, 07:00 - 19:00)
CCD = Central Call Desk (OOH)
DIGITAL CONFIDENTIAL
12th December 1990
FCM CONTACTS Sheet 9.2
Key to P & O Call Flow :
1. P & O user contacts P & O Support Desk in Dover with query.
2. Support Desk obtain necessary information, evaluate problem
symptoms and, if possible, resolve the query. If not, log
call with FCM/CCD at UK CSC, obtaining log number for
reference.
3. Details are passed to the appropriate Diagnosis group or |
SSDU in the CSC, who discuss the fault only with P & O |
Support Desk personnel to reach a diagnosis or resolution. |
All calls except PC calls will be logged on RSDS. PC calls |
will be logged on CHAMP/PC. |
Out-Of-Hours, no hardware diagnosis is formally available |
on Microvax systems or PCs. However, ALL hardware calls for |
P&O will be technically screened by a diagnosis engineer who |
will attempt to resolve the problem or add some value to the |
trouble statement. To enable this to happen, all OOH P&O |
hardware calls must be logged on RSDS. |
4. At the same time as 3, the Resource Controller or Duty
Manager at Leatherhead is informed of the new call, by
phone for ALL calls.
5. When Hardware screening has been completed, notification
is sent electronically to the UK SDU.
5a. For Software calls and mainland Hardware calls, updates are
sent directly to FCM/CCD.
6. FCM/CCD phone mainland CSC (see Country Contacts) and pass the
call, stating the need for the call to be monitored locally
and for status/ closure details to be provided to Basingstoke.
FCM/CCD also obtain the CSC's log number for cross-reference
purposes. (OOH, log number will not be available from Agency.
Needs to be obtained from SDU next working day.)
7. SDU/CSC provides timely ETA, status and closure details to
the FCM/CCD group at the UK CSC. SSDU updates are sent as
appropriate.
8. Status information and any exceptions are passed to the
Resource Controller or Duty Manager at Leatherhead by phone
and/or mail, and status information is Faxed to P&O at Dover.
9. The Leatherhead Resource Controller or Duty Manager invokes
escalation as neccessary and updates FCM, P&O Support Desk,
and the P&O Account Team as appropriate.
12th December, 1990
FCM CONTACTS Sheet 9.3
P & O Ferries Tracking call flow:
+-----------+
| P & O | (Dover Help Desk)
+-----------+
|
+--------`-'--------+
| Log Call and pass | (FCM/CCD)
| to Diagnosis/SSDU |
+-------------------+
ESO_DM = |
Leatherhead +-----------------+
Resource Controller/ | Inform ESO_DM | (FCM/CCD)
Duty Manager +-----------------+
|
+---`-'----+
+------------------>Route Call| (FCM/CCD)
| +----------+
| |
+----------+ Y +---`-'----+
| Escalate <-------------| Problem? |
+----------+ +----------+ +--------------+
| N | CLOG Details |
| +--------------+
| |
+-----+ N +------`-'------+ Y +-`-'-+
+---> CCD <-------------| 07:00 - 19:00 |-------> FCM |
| +-----+ | Mon - Fri ? | +-----+
| | +-------^-------+ |
| +-----------+ | |
| | | |
| +------`-'----+ | |
| | Update CLOG | | |
| +-------------+ | |
| | | |
| +------`-'------+ | +-----`-'----+
+----------+ N | Status back | | | Track call <-------+
| Escalate <----| within 4 hrs? | | | as usual | |
+----^-----+ +---------------+ | +------------+ |
| | Y | | |
| Y +----`-'---+ ^ +----`-'---+ Y +----------+
+------------| Problem? | | | Problem? |---> Escalate |
+----------+ | +----------+ +----------+
| N | | N
+---`-'--+ N | N +--`-'---+
| Fixed? |---->---+---<----------| Fixed? |
+--------+ +--------+
| Y | Y
+------`-'-----+ +------`-'------+
| Update CLOG | | Update ESO_DM |
+--------------+ | and customer |
| +---------------+
| |
+--`-'--+ +--`-'--+
| Close | | Close |
+-------+ +-------+
Non-critical updates by Electronic Mail to ESO_DM (SEDOAS::FOUNTAINE)
Critical updates and escalation by phone to ESO_DM
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