SaND Signaling Solutions Diameter Custom Application (DCA) Handoff Procedure

Asset ID:	1-71-2206364.1
Update Date:	2017-06-27
Keywords:

Solution Type Technical Instruction Sure

Solution 2206364.1 : SaND Signaling Solutions Diameter Custom Application (DCA) Handoff Procedure

Applies to:

Oracle Communications Diameter Signaling Router (DSR) - Version DSR 8.0.0 to DSR 8.0.0 [Release DSR 8.0]
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 DCA 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 implementation process the following steps should be performed in order to enable smooth transition between implementation services and post-sales support.

Step 1 - Make sure that DSR Handoff has been performed.

Review KM 2155448.1 and make sure all steps have been performed. DCA framework and DCA applications are installed on top of the DSR system, it is mandatory that the DSR system has been properly handoff before the DCA applications can be.

Step 2 - Gather Request for Feature information

Each DCA application has to go through the Request for Feature process. A bug reference must be provided by Product Sales to make sure the new DCA application has been approved by Oracle.
The enhancement bug reference is mandatory to make sure the developed application is within the scope of the original customer request for feature.
Oracle Consultancy Services or Oracle Partners developing the application shall provide the enhancement bug reference.
Oracle Product Management must provide approval on feasibility of the feature within the current GA release

Step 3 - Gather the White Paper document created to describe the DCA application goal and usage.

Oracle Consultancy Services or Oracle Partners developing the application must provide the white paper created for the DCA application.
The white paper document presents the goal of the application and how it interacts with the customer network.
The White Paper contains a detailed description of the application as well as the use cases involving the application.

Step 4 - Gather the Feature Requirement document to describe the application functionalities

Oracle Consultancy Services or Oracle Partners developing the application must provide the Feature Requirement Specification (FRS) created for the DCA application.
The FRS template can be found here (FRS template)
The FRS contains detailed Information on the application requirements, each requirement is detailed to explain the expected behavior of the application.

Step 5 - Gather the Source Code and User Guide of the application.

Oracle Consultancy Services or Oracle Partners developing the application must provide the Source Code of the DCA application with detailed comments.
The DCA application shall be developed following the DCA programming guide located here.
The DCA application must meet the requirement present in the FRS document.
A User Guide containing a description of the application functionalities as well as information on how to use and configure it must be provided.

Step 6 - Test cases and Health Check

Oracle Consultancy Services or Oracle Partner conduct and provides output of Test Cases and health check that were performed with the DCA application. Each test case must be documented and compiled in a document to present the expected result.

Health checks must be performed on the DSR system to ensure that DCA application is not impacting the configuration and/or generating alarms.

Step 7 - Opening SR for TSC Hand Off

Oracle Consultancy Services or Oracle Partners contact CAS to open SR for TSC Hand Off.
NOTE: Oracle Consultancy Services 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 8 - 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 9 - PM provides TSC project information

Oracle Consultancy Services or Oracle Partners attach required information collected in Step 2,3,4,5 and 6 to SR. Alternatively, if Oracle Partner does not have access to MOS, they can send information to TSC Manager and Engineer by e-mail.

Step 10 - Project and Health Check Review

Oracle TSC Engineer reviews and validates remote access.

If issues are found Oracle Consultancy Services or Oracle Partners would be required to resolve issues found.

Oracle TSC Engineer reviews DCA application document and code.
Oracle TSC Engineer reviews test cases and their results to make sure the DCA application works as expected and complies with the White Paper/Feature Description provided

If issues are found, Oracle Consultancy Services or Oracle Partners would be required to resolve issues found.

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

TSC Engineer and Oracle Consultancy Services or Oracle Partners will continue dialog and activity until the DCA Application is free of known issues.
For issues that are still not resolved, the TSC Engineer and Oracle Consultancy Services or Oracle Partners will document what conditions are present and document an action plan of WHO will continue the action plan to remedy the failure detected.

Step 11 - 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 services or Oracle Partners 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 12. TSC Hand Off Complete

TSC Engineer closes SR for TSC Hand Off completion
Oracle Consultancy PM or Oracle Partners 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 APPLICATION INSTALLED: < provide the name of the DCA application installed on the system.>

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

KNOWN ISSUES: Provide a list of outstanding issues that is considered open with customer and provide action plan to resolve.

<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:________________________

References

<NOTE:2141679.1> - (SaND) Signaling Solutions Project Handoff Guidelines

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