Ministry of Community

Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

Ministry of Community Development

and
Ministry of Tourism, Culture and the Arts

< Application Name >

System Support and Procedures

Date: < Date >

Prepared By: < Author’s Name >
Project: < Project Name >
Harvest Package Name: < RFC_#### or DEF_####
or DOC Name>
Harvest Version: < Harvest Version # >
Contract: < Contract # if applicable >
 Ministry of Community
Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

Table of Contents

Revision History.............................................................................................................................. ii
Document Approval......................................................................................................................... ii
1 Overview................................................................................................................................ 1
1.1 Outline............................................................................................................................... 1
1.2 In Scope............................................................................................................................. 1
1.3 Out of Scope...................................................................................................................... 1
1.4 Assumptions/Constraints................................................................................................... 1
2 Introduction............................................................................................................................ 2
3 Key Definitions....................................................................................................................... 2
4 Key Support Roles................................................................................................................. 2
5 Business Context................................................................................................................... 3
5.1 User Community................................................................................................................ 3
5.2 Hours of Operation............................................................................................................. 3
5.3 Application URLs............................................................................................................... 3
6 Application Environment......................................................................................................... 4
6.1 Application Architecture..................................................................................................... 4
6.2 Application Servers............................................................................................................ 4
6.3 Database Servers.............................................................................................................. 4
6.4 Backups/Restores.............................................................................................................. 5
7 Support Procedures............................................................................................................... 6
7.1 Obtaining Access............................................................................................................... 6
7.2 Common Problems/Troubleshooting..................................................................................6
7.3 Migration Steps.................................................................................................................. 6
8 Appendices............................................................................................................................ 7
Appendix A.................................................................................................................................. 7
Appendix B.................................................................................................................................. 8

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 Ministry of Community
Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

Revision History
{ Use the following table to list amendments and additions to the document. }

Date Harvest Section Description Author

Version
<dd/mmm/yy> <xx> <section> <details> <name>

Document Approval
{ If applicable, obtain approval prior to publishing document. }

This document has been approved by:

Signature Date

Print Name Title

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 Ministry of Community
Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

1 Overview
1.1 Outline
This document gives guidance to technical staff who must maintain and enhance
the <Application Name>. The audience is targeted to the Application Support Analyst

1.2 In Scope
Front-end application environment
Ministry and non ministry contacts
Troubleshooting Techniques
Application Security

1.3 Out of Scope

Support activities for back-end environment
Support activities not executed by Application Support Analyst

1.4 Assumptions/Constraints
This document assumes the Application Support Analyst has technical knowledge
and abilities equivalent to their Job Description.

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 Ministry of Community
Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

2 Introduction
Describe in one or two paragraphs the System Purpose and very high level
technology used.
List major components
description of major functions (grey box),
eg first level menu and how they interact
screen hierarchy
software environment
parallel systems (name, function, interfaces)

3 Key Definitions
List any System Definitions and/or System related acronyms

4 Key Support Roles

Customer Contact for Application Support:
Appshelp

Application Business Analyst

Ministry BA

Application Support Analyst

Ministry Application Support Analyst
Contractor

Database Administration
Ministry DBA

Server Support
Ministry Operations
CITS

Network Support
CITS

Backup Support
Ministry DBA
Ministry Operations
CITS

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 Ministry of Community
Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

5 Business Context
5.1 User Community
Who uses The System
Application Roles
Authorization

5.2 Hours of Operation

The Application is available 24 hours per day 7 days per week. Application Support
is provided Monday – Friday (Excluding Sat Holidays) 8:30 AM to 4:30 PM

5.3 Application URLs

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 Ministry of Community
Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

6 Application Environment
6.1 Application Architecture

6.2 Application Servers

Web Servers
Function IP Address Server Name Physical Software Version
Location
Prod
Test 142.32.76.53 jenga.dmz 4000 Seymour Windows 2003
IIS 6
Asp.net 1.1 / 2
Del
Dev

Files Shares
Function \\Server\Share Physical Location
Prod
Test
Del
Dev

Folder Structure
Path Notes

Access Groups
Function GroupName Access Rights
Prod
Test
Del
Dev

6.3 Database Servers

Database Servers
Function IP Address Server Name Physical Location Software Version

Prod 10.10.10.1 Kitkat 4000 Seymour Oracle 10.0.1.2

Test
Del
Dev

Database Instances

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 Ministry of Community
Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

Function Server Instance Notes

Prod Kitkat CSPROD

Test
Del
Dev

6.4 System Functions and or Services

Batch
Spooler
Print Queues
System Jobs

Updating the Job Scheduler

6.5 Backups/Restores
Application Specific Backup/Restores

Application Servers are backed up nightly through the CITS Backup to Tape
Process which occurs sometime after midnight. The retention period for this data is 90
days. All requests for restores are handled through Ministry Operations

Database Servers are backed up nightly to disk at 9:00 pm through a scheduled job
on the database server. The Database server is then backed up nightly through the CITS
Backup to Tape Process which occurs sometime after midnight. The retention period for
this data is 90 days.
Requests for restores from the nightly to disk backup are handled by the Ministry
DBA, requests for restores from tape are handled through Ministry Operations

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 Ministry of Community
Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

7 Support Procedures
7.1 Obtaining Access
NT Security Request
Application Access request
BCEID request

7.2 Common Problems/Troubleshooting

Application not responding
Database down
Access Denied
CLP Issues
Common browser error messages

7.3 Application Restart Process

User Sessions
Notifications
Links to other systems

7.4 Migration Steps

Refer to appropriate document.

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 Ministry of Community
Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

8 Appendices
Appendix A
System Error Messages

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 Ministry of Community
Development and
Information <Application Name>
Ministry of Tourism, Culture Systems Branch System Support and
and the Arts Procedures

Appendix B

{ Additional Appendix }

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