L3/SWAT/L2 Interlock - By Neeraja Vishwanathapura Agenda L3 is responsible for L2/SWAT is Responsible for What is needed in Escalation when it comes to L3 Process Escalations to discuss Others

L3 is Responsible for: ERs Test fix requests Maintenance releases, development and testing APARs, defect fixing Interaction with dev team

L2/SWAT is Responsible for: Reproducing the issue mentioned in the escalation Collecting all the required logs and analyze them. Contacting L3 when required. Should avoid contacting Dev team member directly even though the Dev member is involved with the customer and is aware of the escalation. L3 should be contacted first, who in turn if required will get the required Dev contact. Closing escalations. Need not request L3 for closure.

L3 wants the below info in Escalation: Describe what has been done in detail to trouble shoot the problem. What are the exact steps to reproduce. Is there a current work around Have an environment (Image) where this can be reproduced and L3 should be able to access it. What do you expect from L3 (L2 will list specific questions) Eg: https://l2l3-cmn- rtc.ratl.swg.usma.ibm.com:9443/ccm/web/projects/Rational%20Escalation#ac tion=com.ibm.team.workitem.viewWorkItem&id=24800 comment 44

Process: Push back on Test fix requests Please follow the test fix exemption process https://jazz.net/wiki/bin/view/Main/CLMMaintenanceForContinuousDe livery Maintenance stream is only from 4.0.7 onwards Workflow should be L2/SWAT->L3->development team Testing test fixes by L2/SWAT before providing to customer

Thank you.