Server Support Team - Change Request Guidelines.

Revision: 0.1 (Thava, Seelan / 2nd March 2013) GSS is primarily focus on break-fix and do not have dedicated staff to perform change implementation. Hence, any resources allocate to perform the change may be pull out to handle production break-fix if work load on the day warrants it. Such as, if your implementation is time critical, please approach server project support teams for assist or allocate the longest possible for the implementation to ensure the change could be successfully carried out by GSS. Engage Global Server Support team at least 10 working days in advance of change schedule implementation to determine if change can be supported based on criteria below. Please approach Project SE team Dennis Dorairaj or Bernd Mazian during for change planning stage for their advice for changes that do not meet below criteria. There will be no support from GSS for any changes activities on the 2nd weekend (Fri-Mon afternoon) of every month. This slot is locked down for MS patching activities. C3 Server Support engagement for change activities will be limited to operational execution type of changes (activities generally involved in break-fix). This includes server reboots, execution of scripted instructions, OS and server component changes. It excludes a) b) c) d) Server Operating System Installs, Rebuilds, Reimaging, OS Patching and Upgrades Security and Access/Entitlement Administration Backup related Replication and AD, Recovery tools. Application installs and Components not installed as part of server image.

The proposed changes must have been successfully test in another environment. Where this could not be done due to constraints or not being feasible, server engineer team (project support or L3 support) has to be consulted and their agreement obtained prior engaging C3 server support. A change coordinate contact has to be provided (who will be responsible to coordinate execution of changes activities with incumbent teams). Total duration of the change execution should not exceed 30-45mins. For any prolong activities need to be reviewed on case to case basis subject to resource availability

A project coordinator contact must be provided (this person is expected to available for any clarification/decision on change activities) Requester needs to ensure, a task is assigned from the change ticket to SERVER-SUPPORT-GLOBAL (do not assign to single person) that include following:a) The server(s) name (in which the change related activities need to be performed)? b) Clear and detailed instruction on what need to be change and how. Note: specific path must be provided if scripts need to be run, c) When is the action required to be performed (time)? d) Confirmation on if downtime been schedule with users (if, yes what is the window and black out set)? e) Pre-requisite and dependencies (action that need to completed before GSS can perform the assigned task ) f) Actions that are required post task implementation (action that GSS need to do after performing the change related activities (include who need to notified)? g) When and who will conduct post implementation verification if changes produce desired outcome, also when? h) Who will call for backout plan to be executed if required and when will it be expected

Further question, please contact

Server Support Global Manager Seelan, Thava Server Support Global Team Leads Ngali, Azwan Jaafar, Effendi Mydinsah, Azinah Ng, Teck Meng Server Support Global Public Distribution List EnterpriseServerSupport@dell.com