Production support

Production support is an ongoing activity, and if users are using a software system, there will be issues with the system. Imagine this in the same way as maintaining your car or your central air conditioning unit. You do not know when you will run into issues, and you need someone to take care of them as soon as possible. In addition, there are preventive maintenance activities involved to keep your equipment running smoothly. This is where the production support team comes into play. There are usually three levels of production support: simple data updates and password resets are performed by level 1 support, troubleshooting user errors that can be user- or system-related and fixing minor bugs is done by level 2 support, and finally, all advanced level activities that need root cause analysis (RCA) are assigned to level 3.

The common task of a typical production support team is listed next, and I have provided a small set of examples. The list can go on and...