After completion of the product, operations support needs to be provided, and maintenance/ support may need to be provided to end users.
Post-Delivery Support
- Operations (web or server software). Depending on the product, an ongoing operations plan will be necessary to address:
- User account creation
- Database updates and backups
- Server maintenance
- Hardware obsolescence
Maintenance Process
As part of your life-cycle management plan you should have addressed how to address user support and errors.
If there is a critical bug that needs to be corrected, there is an expedited process for addressing the bug:
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Project Manager must notify SQA that a bug fix release will be submitted and to archive the current release in distribution.
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Developer fixes the bug and in both the application and documentation, must:
- Increment the software version number (i.e., Version 1.0 to Version 1.01 or Version 1.1)
- Provide a new SAP Material ID #
- Update the copyright year
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In addition, the Project Manager and/or developer must write a bug fix release statement describing:
- Specific changes that were made to address the bug
- Development testing performed (including regression testing done) to check that the changes worked
- How SQA will test the changes
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Project Manager submits the bug fix release to SQA for testing. The package consists of:
- Bug Fix Release Statement
- Testing submittal package
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SQA tests and approves the bug fix for distribution.
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EPSC distributes the approved bug fix release.
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EPSC works with Project Manager to notify customers that a new bug release is available.
Other normal software improvement activities will follow the full software development process.
Who to Call for Help?
- Software Excellence Network (SEN) for Software Maintenance
- SQA for Operation Processes