CommsGBU Network Support Signaling Solutions Diameter Signaling Router (DSR) Handoff Procedure

Asset ID:	1-71-2155448.1
Update Date:	2017-09-22
Keywords:

Solution Type Technical Instruction Sure

Solution 2155448.1 : CommsGBU Network Support Signaling Solutions Diameter Signaling Router (DSR) Handoff Procedure

Applies to:

Oracle Communications Diameter Signaling Router (DSR) - Version DSR 3.0 and later
Information in this document applies to any platform.

Goal

This document provides Oracle Consultancy Services or Oracle Partners information about the Technical Support Center (TSC) Hand Off Process for DSR product related projects.

Solution

TSC HAND OFF STEPS

What are the steps required for TSC Hand Off?

Prior to project launch, Oracle Product Sales and Customer will provide Consultancy project information to include scope of work and Customer Service Identifiers for post-sales support entitlement.
The following steps outline the tasks required to be completed during project implementation and final customer acceptance.

During the physical implementation process the following steps should be performed in order to enable smooth transition between implementation services and post-sales support.

Step 1 - Establishing Remote Access - to be executed during project implementation.

PM reviews customer’s remote access requirements and strategy and determines the best method to implement. (Refer to Appendix A for Oracle Remote Access methods and instructions)
PM will work with customer and Oracle GIT to implement remote access solution.
PM will construct document that clearly provides essential data for TSC to gain access to customer network for remote support. Remote access document will contain the following:

Remote Access Method selected (OCCN, Outbound Array, (via Cisco VPN Client), or customer defined method).
Note: Other customer methods may not be supported in which case WebEx will be the only method.
Step by step procedure of how to access customer network.
Customer notification process - what contacts should be made whenever starting remote access (if any).
Customer contacts for assistance whenever remote access fails.
Customer Network and Site IP list - provide hostnames, platform management IPs, XMI or IMI IPs.
Login and Passwords - provide list of login and passwords for TSC.
Note: If customers require TSC information for remote access credentials, PM will contact TSC Manager to obtain a listing of staff that would need remote access.

Project Prime and PM ensure remote access solution is working as documented for all Servers and components that would require remote support.

Step 2 - Establishing Entitlement and Obtain Welcome Letter for Oracle Support

Product Sales, Oracle Technical Account Manager (TAM), and PM work together to ensure customer entitlement and Support Identifiers (SI) is understood and documented for customer post-sales support.
TAM and/or CAS will work with PM to ensure Hardware entitlement is complete and provide Support Identifiers (SI) and Welcome Letter for customer deliverable.

Customer Access Support (CAS) will provide customer the information on My Oracle Support (MOS) as well as assist the customer to register for the appropriate Support Identifiers required to open Service Requests (SR) to obtain support.

The following is how customer could contact CAS for assistance.

Customer calls Oracle Support hot-line for their local country http://www.oracle.com/us/support/contact/index.html

For US: 1-800-223-1711
When calling make the following selections on the Support telephone menu:

Select 2 for New Service Request
Select 3 for Hardware, Networking and Solaris Operating System Support
Select 2 for Non-technical issue

Step 3 - PM collects Project information prior to SR submittal for TSC Hand Off.

PM to follow (SaND) Signaling Solutions Diameter Signaling Router (DSR) Health Check and Check list. Doc ID 1676852.1
PM starts editing the document and collecting the following data that is mandatory for TSC Hand Off successful completion.
PM provides Project Prime the Health Check requirements for Step 5.
Obtain required information in Section 3.0 in the appropriate sections of this document.

Company Name
Support Model (Direct or Indirect)

If indirect, provide information of what organization is providing indirect support

Customer Contacts (Provide names, telephone numbers, e-mail address, and job titles)
Node identifier and physical site location for each site.
Remote Access Available (Yes or No)

If remote Access is enabled, provide documented method of how to perform remote access from start to final access.
Provide customer prime of who can be contacted for remote access issues.

Features implemented
Firmware and Software installed
Hardware Deployed (Sun, HP C-Class, HP RMS)
Hardware Source (Oracle or 3rd Party)
Customer INSV or GO LIVE date
Acceptance Test Plan and its results

Provide Solution Architecture Engineering information such as:

Customer Network Interconnect Diagrams
Hardware Configuration
OEN Network Interconnect and Design (to include IP address allocations)
PCIX Network Interconnect and Design (to include IP address allocations)
Configuration URL's for GUIs
Network Architecture Planning Information (List of ADPE, NTP, SNMP, Management VLAN, Signaling VLAN, and Interconnect Bay information such as hostnames, platform management IPs, XMI or IMI IPs)
Component Credentials (Login and Passwords for components)
Switch Configuration
List of all installed Serial numbers (if Oracle provided Hardware)

Step 4 - Project Prime Identified

PM will identify a prime who TSC can work directly to complete the TSC Hand Off system validation process.

Project Prime is: <enter name of Project Prime here><enter telephone number here>

Step 5 - Project Prime Health Check

Oracle Consultancy Services or Oracle Partner Project Prime conducts and provides output of health check on all elements to ensure system is alarm or error free. It is expected that the Project Prime execute the health check and correct any issues found. The project prime should produce the output of the corrected health check showing error free condition.

Should errors exist, it is expected the Project Prime remedy the failures prior to TSC Hand Off.
If alarms are to be expected, then these must be clearly documented as to what these are and what is the action plan that is required to resolve condition.

Step 6 - Opening SR for TSC Hand Off

PM contacts CAS to open SR for TSC Hand Off.
NOTE: PM must use the Oracle Consulting SI and the Consulting engineer contact for SR creation.
NOTE: Partners must use the Customer SI and the partner personnel contact for SR creation.

Step 7 - SR Acceptance by TSC

TSC will accept SR and the TSC Manager will assign resource to act as primary Engineer to review and work with Consultancy Prime.
Manager will ensure SR is assigned to resource Engineer.
Engineer accepts SR and reviews TSC Hand Off request and identifies interface resources.

Step 8 - PM provides TSC project information

PM or Project Prime attaches required information collected in Step 3 to SR. Alternatively, if PM does not have access to MOS, the PM can send information to TSC Manager and Engineer by e-mail.

Step 9 - Project and Health Check Review

Oracle Consultancy Services or Oracle Partner Project Prime provides health check output data to TSC Engineer demonstrating system is alarm or error free.
Oracle TSC Engineer reviews and validates remote access.

If issues are found PM and/or Project Prime would be required to resolve issues found.
TSC Engineer will create customer folder in secure Beehive Collaboration site and upload remote access documents for team to reference in the future.

Oracle Engineer reviews Project Engineering and Design information.
Oracle TSC Engineer reviews health check output and provides guidance in further assessment.

If issues are found, Project Prime would be required to resolve issues found.

Oracle TSC Engineer updates SR and provide TSC Manager status report.

It is expected that the system is free of known issues to include but not limited to:

device login failures,
inability to access all supported devices,
NTP Alarms,
Syscheck failures,
Hardware faults

TSC Engineer and Project Prime will continue dialog and activity until the system is free of known issues.
For issues that are not resolved, the TSC Engineer and Project Prime will document what conditions are present and document an action plan of WHO will continue the action plan to remedy the failure detected.

Step 10 - TSC Hand Off Acceptance

TSC Engineer and Manager meet to review status of TSC Hand Off.
TSC Manager makes decision of acceptance or rejection.
TSC Manager informs Oracle Consultancy PM or Oracle Partner Project Prime of hand off acceptance. For issues that are not resolved, the action plan of WHO will continue the action plan to remedy the failure detected is agreed to.
TSC Manager will ensure all TSC Engineers can access customer network for remote support. Some enablement processes may be required.

Step 11. TSC Hand Off Complete

TSC Engineer closes SR for TSC Hand Off completion
Oracle Consultancy PM or Oracle Partner Project Prime informs customer the Project Hand Off is complete to Oracle Support.

TSC HAND Off Data COLLECTION WORKSHEET

Instructions for completing the NOTIFICATION AND HANDOFF TO TSC form

This form is used by the Notification and Handoff to TSC of Completed Sales Order Process as described in the PM Handbook. This is blank form and examples follow these instructions. To create a new Field Notification and Handoff to TAC Form, copy this form and create a new file, edit the new file and delete these instructions and the examples leaving only the blank form, then in a column to the right of each field enter the information as described in the table below and save the document. Use multiple columns when handing off more than one sales order. If a field does not apply to the sales order, enter N/A for Not Applicable.

Project Manager: <enter PM name here><enter telephone number here>

Project Prime is: <enter name of Project Prime here><enter telephone number here>

Service Request Number is: <enter SR number here>

CUSTOMER INFORMATION QUESTIONNAIRE

COMPANY NAME: <enter company name here>

SALES ORDER #:<enter sales order # here>

TSC HAND OFF EXPECTED COMPLETION DATE: <enter the expected completion date of hand off>

CUSTOMER INSV OR GO LIVE DATE: <enter the expected GO LIVE date>

SUPPORT MODEL: <enter “DIRECT” if Oracle Support is Direct with End Customer, enter INDIRECT if End Customer is being supported by Partner>

IF INDIRECT: <enter partner name here>

Customer Contacts: list the customer contacts below who TSC will be working with. If needed, attach spreadsheet

NAME	ROLE	OFFICE TEL	EMAIL	ADDRESS
Enter first name then last name	Enter role or position of contact	Enter Office telephone number	Enter email address	Enter street, city, country, zip code
Enter first name then last name	Enter role or position of contact	Enter Office telephone number	Enter email address	Enter street, city, country, zip code
Enter first name then last name	Enter role or position of contact	Enter Office telephone number	Enter email address	Enter street, city, country, zip code

IF INDIRECT, PROVIDE PARTNER CONTACT INFORMATION

NAME	ROLE	OFFICE TEL	EMAIL	ADDRESS
Enter first name then last name	Enter role or position of contact	Enter Office telephone number	Enter email address	Enter street, city, country, zip code
Enter first name then last name	Enter role or position of contact	Enter Office telephone number	Enter email address	Enter street, city, country, zip code
Enter first name then last name	Enter role or position of contact	Enter Office telephone number	Enter email address	Enter street, city, country, zip code

PROJECT INFORMATION QUESTIONNAIRE

List the individuals who were part of the implementation project

NAME (First Last)	ROLE	OFFICE TEL	MOBILE TEL	E-MAIL
Enter first name then last name	Enter role or position of contact	Enter Office telephone number	Enter mobile telephone number	Enter email address
Enter first name then last name	Enter role or position of contact	Enter Office telephone number	Enter mobile telephone number	Enter email address
Enter first name then last name	Enter role or position of contact	Enter Office telephone number	Enter mobile telephone number	Enter email address

TARGET FINAL ACCEPTANCE: <enter the target final acceptance date>

ACCEPTANCE TEST PLAN: Provide document that was used for final acceptance

<attach or provide location of the target final acceptance document>

SITE INFORMATION QUESTIONNAIRE

Site Name	Support ID	Physical Location	Product
Enter the site name	Enter the SI	Enter the Physical location	Enter the product
Enter the site name	Enter the SI	Enter the Physical location	Enter the product
Enter the site name	Enter the SI	Enter the Physical location	Enter the product

HARDWARE SOURCE: <enter the hardware source ORACLE or 3^rd Party>

IF ORACLE SUPPLIED HARDWARE, Supply a list of all installed Serial numbers. <Attach a separate spreadsheet clearly titled: <SR#: SERIALIZED PARTS LIST>>

HARDWARE DEPLOYED: <enter the hardware type, i.e. SUN, HP C-Class, HP RMS, OTHER>

SOFTWARE INSTALLED:<provide listing of software that has been installed>

FIRMWARE INSTALLED: <provide listing of firmware that has been installed on all components>

FEATURES APPLIED: <provide a listing of the features that have been applied.>

DCA Applications created with Perl Scripting (starting on 8.0):

With DSR 8.0 the new DCA framework is introduced and will allow consulting and customer to create specific application with perl scripting. When a DCA application has been created there are some specific documents to be provided in order to complete the handoff to Support:

1- the Feature Description that was provided by Product Management based on the customer feature request.
2- the White Paper that was created by the consulting team to describe how the Feature Description will be implemented.
3- the actual perl code that was deployed on the customer site with detailed comments on the code to allow support to understand what the code is meant to do.

REMOTE ACCESS QUESTIONNAIRE

This information is Mandatory. Remote Access should be fully established and available at time of TSC Hand Off.

SEE APPENDIX A for Oracle Remote Access Methodology

REMOTE ACCESS ENABLED? <select if remote access is available> (YES or NO)

WARNING!!: Remote Access is essential for remote support. Without remote access, support is best effort and customer may be called upon to execute commands and steps beyond their expertise. Temporary methods are not acceptable.

ACCESS METHOD: <Provide very detailed documented method of how to perform remote access from start to final access.>

ALTERNATIVE METHODS: Does customer have alternative method such as WebEx to use as a last resort? <if customer has alternate method, please specify what this method is and provide document and software components on how to enable>

GUI URL: <Provide document that list the configuration URL’s for GUIs.>

COMPONENT IPS: <Provide a document the outlines all component IPs for remote support. >

COMPONENT CREDENTIALS: <Provide a document that outlines the Component Credentials (Login and Passwords for components)>

CUSTOMER REMOTE ACCESS CONTACTS: <Provide who is to be contacted for remote access issues.>

SOLUTION ARCHITECTURE & ENGINEERING QUESTIONNAIRE

CUSTOMER NETWORK INTERCONNECT DIAGRAMS: <Provide document or diagrams that show the custoner network interconnects>

HARDWARE CONFIGURATION: <Provide document that shows the hardware configuration deployed at each site.>

OEN NETWORK INTERCONNECT AND DESIGN: <Provide document that list the OEN Network interconnects to include IP Address Allocations.>

PCIX NETWORK INTERCONNECT AND DESIGN: <Provide document that list the PCIX Network interconnects to include IP Address Allocations.>

GUI URL: <Provide document that list the configuration URL’s for GUIs.>

NETWORK ARCHITECTURE PLANNING INFORMATION: <Provide a document that outlines the Network Architecture Planning Information (List of ADPE, NTP, SNMP, Management VLAN, Signaling VLAN, and Interconnect Bay information such as hostnames, platform management IPs, XMI or IMI IPs)>

SWITCH CONFIGURATION: <Provide a document the documents the Switch Configuration information.>

CUSTOM CHANGES: <Provide document of any OS level changes, advanced setting configurations, scripts, crons, etc applied to customer network>

HEALTH CHECK QUESTIONNAIRE

Prior to TSC HAND OFF, Oracle Consultancy Services or Oracle Partner Project Prime conducts and provides output of health check on all product elements to ensure system is alarm or error free. If the health check was not performed prior to TSC Hand Off, the request will be rejected.

Should errors exist, it is expected the Project Prime remedy the failures prior to TSC Hand Off.
If alarms are to be expected, then these must be clearly documented as to why they are expected.

HEALTH CHECK COMPLETE: <Select one> YES / NO

INSTRUCTIONS FORM ACCEPTANCE

Oracle Consultancy Services or Oracle Partner Project Prime provides health check output data for each server and component to TSC Engineer demonstrating system is alarm or error free.
<Provide output of health check for each server in System>
Oracle TSC Engineer reviews and validates remote access.

If issues are found PM and/or Project Prime would be required to resolve issues found.
TSC Engineer will create customer folder in secure Beehive Collaboration site and upload remote access documents for team to reference in the future.

Oracle Engineer reviews Project Engineering and Design information. This is also uploaded to the same secure Beehive Collaboration site that contains the remote access documents.
Oracle TSC Engineer reviews health check output and provides guidance in further assessment.

If issues are found, Project Prime would be required to resolve issues found.

Oracle TSC Engineer updates SR and provide TSC Manager status report.

It is expected that the system is free of known issues to include but not limited to:

device login failures,
inability to access all supported devices,
NTP Alarms,
Syscheck failures,
Hardware faults

TSC Engineer and Project Prime will continue dialog and activity until the system is free of known issues.
For issues that are not resolved, the TSC Engineer and Project Prime will document what conditions are present and document an action plan of WHO will continue the action plan to remedy the failure detected.

KNOWN ISSUES: Provide a list of outstanding issues that is considered open with customer and provide action plan to resolve. This should also include any open BugDB Bugs opened during commissioning.

<provide list of known conditions and action plan of who and what is to be executed to remedy issues>

ACCEPTANCE

Prepared by: <PM NAME> (Project Manager)

Submit Date: <DATE>

Approved by:____________________________

TAC Manager ( Support )

Approval Date:________________________

APPENDIX A: Oracle Remote Access Methodology

What is Oracle's Continuous Connection Network (OCCN) ?

Oracle's Continuous Connection Network (OCCN) provides a secure and robust network from which users can access Oracle's @Customer and @Oracle customer database and application environments.

Connectivity Options:
Oracle's Continuous Connectivity Network relies on an IPSEC site to site connection between 3 regional VPN gateways (US, UK and Japan) and the customers' network. Based on the customer's preferences Oracle offers 2 methods of connecting the two networks:

An Interop connection where both Oracle and the customer/partner both manage their own part of the VPN connection
An Oracle owned and managed Hardware VPN solution where Oracle provides the customer with a small VPN appliance that will reside in the customer's network.

Requesting a new VPN Connection:

Discuss with the customer what option works best for them and provide the customer with the appropriate Network Connectivity Form

Download the OCCN interop Network Connectivity Form
Download the OCCN hardware Network Connectivity Form

Instruct the customer/partner to complete the following tabs:

Network Contact Information
Network Details

Once Network Connectivity Form is completed and returned by the customer/partner a Service Request will be required to be opened via MyHelp with the Fields outlined below:
1. Make sure to upload the OCCN NCF as completed by the customer to the SR.
  If the customer has questions or concerns an Oracle GIT engineer can be engaged to attend a conference call with the customer to address issues and answer questions. Requesting an engineer to attend will require an SR to be opened using the categories above.

What is Outbound Array?

Oracle utilizes Array SSL as its Outbound Array SSL solution. Outbound Array SSL provides Oracle employees the ability to connect to customers via Oracle's intranet using customer provided software VPN clients. (.pcf file)

Outbound Array SSL Account Registration: http://my.oracle.com/site/git/2727/3216/3400/index.html

Registering a Hardware Token: http://my.oracle.com/site/git/2727/3216/3272/index.html

Registering a Software Token: http://my.oracle.com/site/git/2727/3216/37765/index.html

References

<NOTE:2141679.1> - (CommsGBU Network Support) Signaling Solutions Project Handoff Guidelines

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