1. 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

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

3. 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.

4. 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: rtc.ratl.swg.usma.ibm.com:9443/ccm/web/projects/Rational%20Escalation#ac tion=com.ibm.team.workitem.viewWorkItem&id=24800 comment 44

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

6. Thank you.