Upload
rebecca-ruettiger
View
20
Download
3
Embed Size (px)
Citation preview
Telematics Communications Outage Work Flow Plan
Caterpillar Confidential: Green
Communications Outage Work Flow Plan Overview
• Outage vs a Delay• Planned vs Unplanned• Outline the technical layout of the Telematics• Outline who is responsible for that Cat portion of technology• Communication Outage Flow • Outage Communication Escalation Workflow• Regional Message Communications Deployment• Impact of outage by Component• Component Outage Impact by Device
Caterpillar Confidential: Yellow
Definition of an Outage vs a Delay• If the dealer or customer is receiving an error
message, a 404 message or cannot connect when logging into an application then it is consider an outage.
• If the dealer or customer is able to log into an application and it is showing data but it is not current or they tried to refresh it because it shows last update was x amount of time ago and it does not update, then that is a delay.
Caterpillar Confidential: Green
Planned vs Unplanned Outage• A planned outage is when part or all of the Telematics
Production system is taken off line to do routine maintenance or a hot fix to the system while giving a 48 hour notice of this outage.
• An unplanned outage is when part or all of the Telematics Production system is taken off line to do maintenance or a hot fix to the system or the system crashes preventing users to access to all or part of the Telematics Production system with a 47 hour or less notice.
Caterpillar Confidential: Green
AccentureEric Phillips
Jahnavi
Mike Winchell
Eric Phillips
Mark Wright
VisionLink Data Flow Map
Caterpillar Confidential: Green
VSS Communication to Cat for a Planned OutageThis process is for Current Gen. Next Gen will "never" have a production outage because they conduct it live with failovers to prevent a lag.• Communications Representative writes the messages in our NH Admin tool (VSS tool) for Production, so that process
won't help Cat. But here's what the Communications Representative does:• Communications Representative is told of the upcoming outage (via email or on a schedule). • If necessary, Communications Representative clarifies:
– Which Production environment: RoW or China or both – What date – What time it starts (MT) – Planned duration
• Communications Representatives notifies Cat, Trimble and VSS in an email five days ahead of time (RoW and China). – When it's a China environment outage, I post the date and time in China Standard Time, followed by MT. This
message appears only in English and Chinese, because those are the only two options for China Production.• Communications Representative prepares the message in a spreadsheet with the date, environment and the message
in every language. I work from a generic message that we had translated in each language, and update with the date, time and duration.
• Communications Representative post the message in our tool to begin two days before the outage, usually in the morning (MT).
• Communications Representative cut’s off the message at the time of the outage (MT).Current Communication coming from Technical Communications Rep Kristy Astry [email protected] telephone 303-635-8973
Caterpillar Confidential: Green
At the time of unplanned outages, due to which if customers are impacted then VSS would be sending out a production incident communication using a predefined DL - It also contains parents / CAT DL ([email protected]) Please note: VSS won’t be communicating the unplanned outages to the end Customers or Dealers.
Tier I IT support for VSS– Anto Prakash Antony [email protected]– Murali Sagi [email protected] – Jeff Gibson [email protected]– VisionLink Support [email protected]
Information from Tier 1 Call Center– 1-888-– Jonathan Watson [email protected]
Tier II IT support for VSS– Brendon Edge [email protected]– Tier3 for VSS IT [email protected]
Tier III IT support for VSS– Corey Reeff [email protected]
Caterpillar Confidential: Green
VSS Communication to Cat for an Unplanned Outage
Cat Product Outage and Notification Communication Model
Cat Dealer Solution Network
Cat Dealers
Customers
Internal Audit and Decision Making Layer
Internal Awareness Notification
Innovation and Digital
(Communications)
Cat Telematics
Service Engineering
Dealer Facing Parties(DSD, PSSR, Tech Rep, ect..)
GIS IT
Corey Reeff
Dave Maddock
PCS/FIDS Product Support/ Design Control
Remote Flash DBDesign, Architect,
Development
Mark Wright
Steve Janda
Performance Monitoring
Component Outage Communication Process
Performance Outage Escalation Process
Jhanavi Eric PhillipsMark Wright
Communications Outage Flow-In1. Customer or Dealer Report’s outage to DSN or Care Center2. DSN or Care Center inquires with Telematics Engineering3. Telematics Engineering Team confirms with Component Performance Monitoring Team and sends confirmation to communicate out to all customers
Cat Customer
Care Center
Debra Conklin
External Awareness Notification
Communications Outage Flow-Out1. Component Monitoring Team sends a communication to GIS IT to let them know there is an issue2. GIS IT Team determines if there is an outage and communicates to DSN, Care Center, DSDs and M&D3. M&D then sends a communications out to all customers and internal stake holders in regards to the outage by device and function.
Telematics Monitoring Team
Mike WinchellErik Varness
DSP/PLWEB UIProduct Support/ Design Control
ED/Telematics ODS
Support/ Design Control
MMS GW Product Support/ Design Control
Cat Customer Support Model for Outage Communication Escalation being Reported
Cat Telematics Hardware
Design Control
Cat Telematics SystemsDesign Control
VodaphoneProduct Support/ Design Control
OrbcommProduct Support/ Design Control
Cat Dealer Solution Network
Cat Dealers
Customers
First Reported
Tier I
Tier II(Hidden)
Cat Electronics CPI Teams
Mike Winchell
Cat Telematics HW, UI & Services
Cat Telematics
Service Engineering
Cat Distribution Services (SOR, PSSR, Tech Rep)
IridiumProduct Support/ Design Control
GIS E&SI IT
MMS GW Product Support/ Design Control
ESB/ODBProduct Support/ Design Control
Corey Reeff
Corey Reeff
ED/Telematics ODS
Support/ Design Control
Dave Maddock
PCS/FIDS Product Support/ Design Control
DSP/PLWEB UIProduct Support/ Design Control
Remote Flash DBDesign, Architect,
Development
Jhanavi Eric PhillipsMark WrightErik Varness
TBD…? Awaiting GIS Workshop
Cat Customer
Care Center
Debra Conklin Innovation and Digital
(Communication)
Steve Janda
End User Affected
Communications in Regional Intervals
Caterpillar Confidential: Green
Region 1 Region 2 Region 3
Times and Hours of Regional Communication
A communication will go out on an interval outage basis, meaning if there is an outage that is occurring on during the day in the Americas and is resolved before the end of a working day then a communications with only be sent to that region. If it not resolved then a communication with be sent out to region 2 and then if it is not resolved before end of night it will be sent out to region 3. • Region 1 is 7am CST(UTC-5) to 5pm CST (UTC-5)(ASDS N&S)• Region 2 is 7am EET (UTC+2) to 5pm EET (UTC+2) (Europe & Africa)• Region 3 is 7am IST (UTC+5) to 6pm IST (UTC+5)(APD, CIS & ME)
Caterpillar Confidential: Green
Caterpillar Confidential: Yellow
Component ImpactEBS Gateway DataIn, Command Out and StoreIn – any or all of these may be affected for VisionLink
CAT Gateway (MMS) Historic data can be viewed/accessed via Product Link Web or VisionLink.Devices will be unable to connect to transmit data.Data will be backlogged onboard. No data loss expected.Product Support UI will be unavailable for device management.
MQ/Middleware(ESB)
Historic data can be viewed/accessed via Product Link Web or VisionLink.Data received from devices will be backlogged in MMS and will not update ODS or other data stores.
ODS Product Link Web will display but no data will populate features.Services cannot be set in Service Management Tool.VisionLink features not impacted.
Product Link Web, force.com sites
Applications on force.com will not be accessible. - Product Link Web - Dealer Services Portal - Service and User Management tools
Planned Maintenance Feature Set
Product Link Web will be functional but if user navigates to Maintenance Tab, planned maintenance features will not load.
VisionLink VisionLink application will not be accessible.Services for VisionLink cannot be set in Service Management Tool.
Dealer Maintenance Tools (Equipment Data and/or UCID)
Product Link Web and VisionLink customer facing features are not impacted.Service cannot be set in Services Management Tool for new customers/previously unsubscribed equipment.Equipment ID cannot be updated via VisionLink
Other Describe in detail the component and user impact in the additional information section.
Caterpillar Confidential: Yellow
Devices Effect by Component Outage for Product Link Hardware
LEGACY LOCATOR BASIC PRO ELITE
PL121SR
PL321SR
PL321VSR
PL522 523 PL13
1 PL141 PL241 PL631
PL641
PLE601
PLE631 PLE641
EBS Gatway-DataIn, Command Out and StoreIn – any or all of these may be affected for VisionLink
VisionLink
Product Link Web
CAT Gateway (MMS)-Historic data can be viewed/accessed via Product Link Web or VisionLink.Devices will be unable to connect to transmit data.Data will be backlogged onboard. No data loss expected.Product Support UI will be unavailable for device management.
VisionLink
Product Link Web
MQ/Middleware (ESB)-Historic data can be viewed/accessed via Product Link Web or VisionLink.Data received from devices will be backlogged in MMS and will not update ODS or other data stores.
VisionLink
Product Link Web
ODS-Product Link Web will display but no data will populate features.Services cannot be set in Service Management Tool.VisionLink features not impacted.
VisionLink
Product Link Web
Product Link Web, force.com sites-Applications on force.com will not be accessible. - Product Link Web - Dealer Services Portal - Service and User Management tools
VisionLink
Product Link Web
Planned Maintenance Feature Set-Product Link Web will be functional but if user navigates to Maintenance Tab, planned maintenance features will not load.
VisionLink
Product Link Web
VisionLink-VisionLink application will not be accessible.Services for VisionLink cannot be set in Service Management Tool.
VisionLink
Product Link Web
Dealer Maintenance Tools (Equipment Data and/or UCID)-Product Link Web and VisionLink customer facing features are not impacted.Service cannot be set in Services Management Tool for new customers/previously unsubscribed equipment.Equipment ID cannot be updated via VisionLink
VisionLink
Product Link Web
Other-Describe in detail the component and user impact in the additional information section.
VisionLink
Product Link Web