Koppeltaal support proces

 

Koppeltaal support process

 

 

Project Support Process

 

R0. Issue process.

 1. All issues are logged via Koppeltaal Support ONLY from subscribed user accounts

 2. Koppeltaal Support will handle the issues as defined per process

 

R1. Change reuqest process.

  1. Issues are logged as Changed Requests in Koppletaal support

  2. Koppletaal support will respond asap and mark this change request as accepted or not

  3. Any accepted change request will then be designed and the solution will be presented to the community

  4. The accepted solution will then be added to the list of open items to be voted for a release

 

R2. Acceptance Tests for Production releases.

   1. Koppeltaal support must be informed by means of notifications for a specific Domain Go Live moment.

   2  Program coordinators ensures that Koppeltaal support gets notified during the project with expected delivery dates.

   3.  Koppeltaal support will receive documentation supporting the succesful execution of an Acceptance Test (including: flows tested, results and expectations)

   4. Program coordinators requests a GoLive date via support (email requests)

 

Koppeltaal release planning:

 

R1. Release process

 - A release plan is available as a subset of know new features

 - Each feature is planned for a release as a community process

 

R2. Release planning process

 . Standaard release planning :  Koppeltaal release plan following a 2 minor releases per year planning (a major release is planned every 2 years).

Koppeltaal support will inform anyone in advance that a release is planned. A plan will be offered with the expected date and times.

 - Escalatie process for Patch Releases: additional releases must be escalated via Support (email requests).

Program coordinators are responsible for requesting additonal releases via the Escalation process to be able to plan additional releases.

 

R3. Standaard release

 - Koppeltaal provides the release plan including the dates for Edge, Stable and Production

 - Koppeltaal will create the main release notes with the main changes

 - Koppeltaal will provide the test results, including the Functional and Performance test reports

 - Acceptance of the Release will be done by the community:

                 - Edge and Stable will be updated first for general tests

                - A window of 2 weeks will be planned for general tests on Acceptance.

  - Koppeltaal Support will inform over the results and confirm the GoLive

 

R4. Patch release

 - Program coordinators are requesting a patch release for a specific version

 - Special release plan will be created only with this change.

R3 - will be followed as a quick procedure.

 

Support issue points

 

 

Support Overview
Figure 1
  1. Issues may arise in Koppeltaal virtualized network stack. Server load and other performance issues and server downtime could occur that disrupt Koppeltaal services.
  2. Issues may arise in the intervention virtualized network stack. Server load and other performance issues and server downtime could occur that disrupt the intervention services.
  3. Issues may arise in the connection stack between the intervention and Koppeltaal server. Ranging from the physical to the network to authentication, versioning issues in the api, versioning issues between messages, bugs in the adapter, etc.
  4. Issues may arise in the connection stack between the e-health platform and Koppeltaal server. Ranging form the physical to the network to authentication, versioning issues in the api, versioning issues between messages, bugs in the adapter, etc.
  5. Issues may arise in Koppeltaal server. Ranging from core integrator bugs to bugs or version issues in api’s, etc.
  6. Issues may arise in the e-health platform virtualized network stack. Server load and other performance issues and server downtime could occur that disrupt the e-health platform services.
  7. Issues may arise in the software of the e-health platforms or the interventions.

Figure 2 shows the issue points plotted on where in the support organization we may expect the issue to be first noted.

Support organization consumer perspective
Figure 2

Support process: Koppeltaal consumer perspective

Figure 3 provides an overview of the support process from the perspective of a Koppeltaal consumer.

Support process consumer perspective
Figure 3

R1: The key communication and coordination risk here is the judgment whether the issue is caused by the platform or the intervention. e-health platform support is in the best position to judge this in this relationship.

  1. Program coordinators and functional support ensure that caregivers, patients, and related persons understand how applications work through training, how-to’s, faq’s, key-users, etc.
  2. Problems with e-health platform and intervention that users can’t deal with are filed as issues with functional support, who register the issue, solve it and report back to users.
  3. Issues that cannot be solved by users or functional support are reported to the e-health platform support role. Coordination between users and e-health platform support and intervention support is the responsibility of the functional support role.
  4. e-health platform supporters register issues and coordinate their resolution based on the SLA they have with the customer and report back to the functional support role.
  5. Intervention application supporters register issues and coordinate their resolution based on the SLA they have with the customer and report back to the functional support role.

Support process: Koppeltaal customer perspective

Support process customer perspective
Figure 4

R2: The key communication and coordination risk here is that complex issues need coordination between three or four parties and that communication traditionally is concentrated in each party’s support system.

  1. e-health platform supporters register issues and coordinate their resolution based on the SLA they have with the customer and report back to the functional support role.
  2. Intervention application supporters register issues and coordinate their resolution based on the SLA they have with the customer and report back to the functional support role.
  3. Assessment of the issue by either e-health platform or intervention support may suspect or conclude that there is a Koppeltaal issue. The issue is reported to Koppeltaal support.
  4. Koppeltaal support hosts a support system in which e-healthplatform and interventions support can share and coordinate together around an issue. Per domain, or per koppeltaal function, information can be shared with other e-health platform suppliers.
  5. In case a Koppeltaal issue needs resolution in the second line, Koppeltaal support registers the issue in the Koppeltaal second line support system and coordinates with Koppeltaal development and hosting.