maintenance and support guide

8/13/2019 Maintenance and Support Guide

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Maintenance andSupport

Guide

January 2010

SwissQual License AGAllmendweg 8CH-4528 ZuchwilSwitzerland

Internet: http://www.swissqual.com

Office: +41 32 686 65 65Fax: +41 32 686 65 66

Part Number:14-000-200709-4 Rev 0.13
http://www.swissqual.com/http://www.swissqual.com/


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Copyright 2000 - 2010 SwissQual AG. All rights reserved.

No part of this publication may be copied, distributed, transmitted, transcribed, stored in a retrieval system,or translated into any human or computer language without the prior written permission of SwissQual AG.

SwissQual has made every effort to ensure that eventual instructions contained in the document areadequate and free of errors and omissions. SwissQual will, if necessary, explain issues which may not be

covered by the documents. SwissQuals liability for any errors in the documents is limited to the correction oferrors and the aforementioned advisory services.

When you refer to a SwissQual technology or product, you must acknowledge the respective text or logotrademark somewhere in your text.

SwissQual, Seven.Five, SQuad, QualiPoc, NetQual, VQuad as well as the following logos areregistered trademarks of SwissQual AG.

Diversity, NQDI, VMon, NiNA, NiNA+, NQView, NQComm, NQTM, QualiWatch-M,QualiWatch-S, NQAgent, NQWeb, QPControl, SystemInspector, Diversity Unattended are

trademarks of SwissQual AG.

SwissQual acknowledges the following trademarks for company names and products:

Adobe, Adobe Acrobat, and Adobe Postscript are trademarks of Adobe Systems Incorporated.

Apple is a trademark of Apple Computer, Inc.

DIMENSION, LATITUDE, and OPTIPLEX are registered trademarks of Dell Inc.

ELEKTROBIT is a registered trademark of Elektrobit Group Plc.

Google is a registered trademark of Google Inc.

Intel, Intel Itanium, Intel Pentium, and Intel Xeon are trademarks or registered trademarks of IntelCorporation.

INTERNET EXPLORER, SMARTPHONE, TABLET are registered trademarks of Microsoft Corporation.

Java is a U.S. trademark of Sun Microsystems, Inc.

Linux is a registered trademark of Linus Torvalds.

Microsoft, Microsoft Windows, Microsoft Windows NT, and Windows Vista are either registeredtrademarks or trademarks of Microsoft Corporation in the United States and/or other countries U.S.

NOKIA is a registered trademark of Nokia Corporation.

Oracle is a registered US trademark of Oracle Corporation, Redwood City, California.

SAMSUNG is a registered trademark of Samsung Corporation.

SIERRA WIRELESS is a registered trademark of Sierra Wireless, Inc.

TRIMBLE is a registered trademark of Trimble Navigation Limited.

U-BLOX is a registered trademark of u-blox Holding AG.

UNIX is a registered trademark of The Open Group.


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Maintenance and Support Guide

2000 - 2010 SwissQual AG

ii |Contents

Contents

1 Introduction........................................................................................................................1Glossary...............................................................................................................................1Related Documentation.......................................................................................................2

2 Service Offering.................................................................................................................3Introduction..........................................................................................................................3Maintenance Service Offering .............................................................................................3

Subscription.....................................................................................................................3Service Overview ............................................................................................................3

Professional Service Offering..............................................................................................6Introduction......................................................................................................................6Subscription.....................................................................................................................6Service Overview ............................................................................................................6

3 Support Procedures ..........................................................................................................8Introduction..........................................................................................................................8Support Relationship ...........................................................................................................8

Roles and Responsibilities ..............................................................................................8Customer Roles and Responsibilities .............................................................................9Best Practice .................................................................................................................10

Support Request Procedure..............................................................................................10Understanding Severities ..................................................................................................11Support Request Life Cycle...............................................................................................12

Problem Detection and Analysis ...................................................................................12Gathering Information....................................................................................................12Opening a Support Request..........................................................................................12Working on a Support Request.....................................................................................13Closing a Support Request ...........................................................................................15

Escalating a Support Request...........................................................................................16Hardware Replacement RMA Process...........................................................................17

Advanced Replacement ................................................................................................17RMA Process Description .............................................................................................17SwissQual Shipment Address.......................................................................................18In-House Handling.........................................................................................................18

Change Request Procedure..............................................................................................19Intellectual Property Rights ...........................................................................................19

Customer Satisfaction Surveys .........................................................................................20Transactional Survey.....................................................................................................20Periodical Survey ..........................................................................................................20


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Contents | ii i

4 System Operation and Maintenance .............................................................................21Introduction........................................................................................................................21Information Gathering Guidelines......................................................................................21

Check List......................................................................................................................21System Configuration Information.................................................................................22Record Any Recent Changes........................................................................................22Results, Logs, and Debug Files from SwissQual Products...........................................22Seven.Five Support.......................................................................................................24

System Maintenance.........................................................................................................25Monthly Maintenance ....................................................................................................25Tri-Monthly Maintenance...............................................................................................29Annual Maintenance......................................................................................................32Maintenance Checklist ..................................................................................................35

A Appendix ..........................................................................................................................36Contact SwissQual Help Desk...........................................................................................36

Figures

Figure 2-1 Support Request Life Cycle ............................................................................................6Figure 3-1 Roles and Responsibilities..............................................................................................8Figure 3-2 Support Request Procedure .........................................................................................11Figure 3-3 Support Request Life Cycle ..........................................................................................12Figure 3-4 Trouble Ticket System Login window ...........................................................................13Figure 3-5 Support Request Escalation .........................................................................................16Figure 3-6 RMA Process ................................................................................................................17Figure 3-7 Change Request Procedure..........................................................................................19Figure 4-1 System Configuration....................................................................................................23Figure 4-2 Unit settings Action ....................................................................................................23Figure 4-3 Norman Security Internet Update ..............................................................................25Figure 4-4 Norman Security Virus Scan......................................................................................26Figure 4-5 Norman Security On-demand Scanner window.........................................................26Figure 4-6 Log in to SQL Server.....................................................................................................27Figure 4-7 Back up SQL database.................................................................................................27Figure 4-8 Log in to SQL database ................................................................................................28Figure 4-9 Restore SQL database..................................................................................................29Figure 4-10 Windows Menu Windows Update Starting...............................................................30Figure 4-11 Windows Update Welcome Window........................................................................30Figure 4-12 Windows Update High Priority Updates....................................................................31Figure 4-13 Disk Cleanup Window.................................................................................................31Figure 4-14 Disk Defragmenter Window ........................................................................................32Figure 4-15 Hard Drive Properties Window....................................................................................33Figure 4-16 Check Disk System Window.......................................................................................33


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iv |Contents

Figure 4-17 Checking Disk System Message Box .........................................................................33Figure 4-18 Event Viewer Window .................................................................................................34Figure 4-19 Information Properties Window...................................................................................34Tables

Table 2-1 Maintenance Service Deliverables...................................................................................3Table 2-2 Target Restoration Time...................................................................................................5Table 2-3 Professional Service Deliverables....................................................................................6Table 4-1 Maintenance Checklist ...................................................................................................35Table 4-2 Help Desk.......................................................................................................................36


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Chapter 1 Introduction | 1

1 IntroductionFirst and foremost, SwissQual would like to thank customers for using SwissQual products andservices. Providing maintenance and support services are a vital part of the total SwissQualcustomer experience. SwissQual wants customers to get the most from SwissQual products longafter the initial sale and installation. The SwissQual support team is dedicated to ensure thatevery issue that arises with the usage of SwissQual products is analyzed and satisfactorilyresolved.

To enable our customer base to maximize the return on investment, SwissQual offers a suite ofmaintenance and support services that are designed to meet the business needs of ourcustomers. This document provides an overview of the SwissQual maintenance and supportservices and also describes the support process.

GlossaryTerm Definition

CR Change Request / Enhancement Request

CR# Change Request Number

CSR Customer Service Representative: SwissQual support engineerwho is the primary Helpdesk contact for a customer.

Customer Refers to the customer party within this document.

DDU Delivered Duty Unpaid (INCOTERMS 2000)

Diversity Measurement Platform

Engineering SwissQual Research and Development

QoS Quality of Service

QualiPoc Smart phone based Measurement Platform

RMA Return Material Authorization

SBC Single Board Computer

Seven.Five Measurement Platform

SR Support Request

SwissQual Refers to SwissQual AG within this document.

Products Combination of SwissQual Hardware Products and SwissQualLicensed Programs

TSE Technical Support Engineer: SwissQual support or research anddevelopment engineer who assists the CSR with an SR.

TT Trouble Ticket

TT# Trouble Ticket Number

TTS Trouble Ticket System


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2 |Chapter 1 Introduction

Related DocumentationThe following related documents are available upon request:

The SwissQual Deployment Process Manual. This document provides an overview of and

guidance for the SwissQual Deployment Process. The activities and the relatingpreconditions are defined for each phase. The process is supported by a set ofdocuments (annexes) that are adapted to the project as defined in the DeploymentProcess Manual. The Maintenance and Support Guide(this document) also serves as anannex to the Deployment Process Manual.

The SwissQual Standard Contract Terms.This document contains the standard contractterms of SwissQual.


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Chapter 2 Service Offering | 3

2 Service OfferingIntroductionSwissQual provides a wide range of service offerings that are designed to assist the customerduring all stages of product usage. The following sections provide an overview of the availableservices.

Maintenance Service Offering

SubscriptionSwissQual offers maintenance services on an annual or a multi-year subscription basis. The

maintenance service fee is based on the list prices of the ordered Hardware Products andLicensed Programs. Maintenance services start at the date of delivery of the ordered HardwareProducts or Licensed Programs.

For more details on the available services and the associated fees, contact your SwissQual salesrepresentative or SwissQual partner.

Service OverviewSwissQual maintenance services include the deliverables that are outlined in Table 2-1.

Table 2-1 Maintenance Service Deliverables

Maintenance Services

Web portal ticket submission

Help Desk

Online Support Platform

Hardware Repair or Replacement

Maintenance Releases

New Versions

Documentation Update

Third party hardware support

Web portal ticket submiss ion The SwissQual Trouble Ticket System is an online interface forquestions, problem reports, and change requests. At any time, the customer can track theprogress of requests, submit a follow-up request, change the status of a request, as well as applydifferent views and filtering options.

To access the trouble ticket system, go to http://www.swissqual.com, click Support, and thenclick Trouble Ticketing System.

Help Desk The SwissQual Help Desk offers assistance to the customer during systemoperation. The Help Desk includes the following services:

Trouble Ticket System

Electronic mail

Telephone hotline


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4 |Chapter 2 Service Offering

Answering questions

Remote problem solving, analysis, and troubleshooting

Remote support through web conferencing session

Online Support Platform SwissQual offers an online support platform to the customer. The

platform contains information, technical papers, product documentation, information on softwarereleases, features and known limitations, as well as a download section for software releases.

Hardware Repair or Replacement SwissQual offers the repair or replacement of defectiveSwissQual Hardware Products under maintenance. By considering the origin and the severity ofthe failure along with the complexity of disassembly, SwissQual reserves the right to decidewhether a complete Hardware Product or only a faulty component thereof will be returned forrepair.

SwissQual targets a two (2) week turnaround cycle on SwissQual Hardware Products to berepaired. This two (2) week turnaround target begins when the Hardware Product is received bySwissQual and ends with shipping the repaired Hardware Product back to the customer.

Repaired or replaced parts may contain recycled, refurbished, or re-manufactured parts, whichare equivalent to new parts. Should a part be replaced permanently, the returned part shall

become the property of SwissQual whereas the replacement part will inherit the actualmaintenance conditions of the original part.

Shipments from SwissQual to the customer are paid by SwissQual. Shipping terms: DDUcustomer location, INCOTERMS 2000. Shipments from the customer to SwissQual are to be paidby the customer. Shipping terms: DDU Factory Zuchwil, INCOTERMS 2000.

Maintenance Releases are modifications to the Software which do not add new features orfunctionality, but rather provide issue fixes and minor enhancements. SwissQual providesMaintenance Releases on an on-demand basis. Installation services may be ordered on normalSwissQual commercial terms.

New Versions are modifications to the SwissQual Licensed Programs which add new featuresor functionality. New Versions are provided in the scope of a major release and incorporate the

changes of previous maintenance releases, including issue fixes.

New Modules, i.e. features and functional enhancements that SwissQual officially declares andoffers as chargeable options, are not delivered as part of maintenance services.

Installation services may be ordered on normal SwissQual commercial terms.

Documentation Update The customer is entitled to download new releases of the productdocumentation. New documentation versions are available for download on the SwissQual onlinesupport platform.

Third party hardware support In the case where third party hardware components arepurchased through SwissQual, any warranty and support services that are provided by the thirdparty supplier will also be made available to the customer.

The SwissQual support organization will provide the customer with all information required torequest warranty and support services from the third party supplier. If required, SwissQual willalso coordinate the communication between the customer and the third party supplier supportorganization.

Optional Maintenance Services

Advanced Replacement In case of a critical issue concerning a faulty Hardware Product part,SwissQual offers to ship an advanced replacement part to replace the defective HardwareProduct, and as a consequence, reduce System downtime. The scope of replacement parts islimited to proprietary SwissQual Hardware Products and test mobile phones delivered throughSwissQual.

The target of SwissQual is to ship advanced replacements parts within two (2) business days.


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The defective Hardware Product shall be returned to SwissQual without undue delay. SwissQualreserves the right to decide if a repaired part will be shipped back to the customer or if theexchanged system or system part stays with the customer permanently.

Request Classification

Severity Level Customer and SwissQual will assign a Severity Level to each Support Request.In the event there is a disagreement, Customer shall make the final determination. The SeverityLevel determines the target restoration time. Each Support Request may only be made byAuthorized Representatives and will be assigned a Severity Level as follows:

Severity Level 1 - Crit ical Describes a problem that causes total loss of system functionality.The system or major component of the system is inoperable or the inability to use the system hasa critical impact on Customers operation. No acceptable workaround exists.

Severity Level 2 - Major Describes a problem that seriously affects product operation,maintenance or administration functionality. The system is usable and Customer approvedworkaround exists, but an essential component of the system is malfunctioning and substantiallyimpacts Customers operation.

Severity Level 3 - Minor Describes a problem that, although inconvenient does not affect thebasic operation of the product, i.e. questions, requests for application upgrade and media, etc.The system is usable but is not functioning in accordance with the applicable specifications andthe current documentation for the applicable release of the software and the error condition hasno substantial impact on Customers operation.

Target Restoration

Initial Response Time SwissQual uses best effort to acknowledge Support Requests withinone (1) business day. The initial response time defines the business hour time frame that beginswhen the Support Request is received by the SwissQual Help Desk and ends when theconfirmation and a Support Request Number are sent to the Customer.

Target Restoration Time The target restoration time only applies for the remedy of SwissQualLicensed Programs. The Customer is obliged to report an issue with all the necessary informationto identify and resolve the reported problem. If information is required to obtain a clear andconcise understanding of the defect, SwissQual shall, without undue delay, request thisinformation. After receiving the requested information, the target restoration time shall start.

Table 2-2 Target Restoration Time

SeverityLevel

Target Restoration Timein business days

Description

1 5 SwissQual uses best effort to resolve a Severity Level1 request within five business days and continue towork on the request until a permanent or temporary

solution is found or the system has been restored.

2 10 SwissQual uses best effort to resolve a Severity Level2 request within 10 business days.

3 Next Release SwissQual uses best effort to resolve a Severity Level3 request with the next Software Release or asmutually agreed to by the parties involved.

Reporting and Resolv ing Issues

When a technical issue arises on a SwissQual System, the Customer Authorized Representativeuses best effort to analyze, to troubleshoot, and to solve the problem with skills obtained fromSwissQual product training, SwissQual manuals, and troubleshooting guides. If the customer

cannot resolve the problem within a reasonable amount of time, the customer should contactSwissQual support.


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6 |Chapter 2 Service Offering

Support Request

Life Cycle

Problem

Detection

Problem

Analysis

Gathering

Information

Opening a

Support

Request

Working on

a Support

Request

Closing a

Support

Request

Customer Problem Analysis Accessing SwissQual Support

Customer is able to find a solution without SwissQual support

Figure 2-1 Support Request Life Cycle

For best results, SwissQual asks the customer to always submit new Support Requests throughthe online Trouble Ticket System (TTS). These tickets are then logged, confirmed, and assignedto a technical support engineer.

For issues classified as Critical, the customer must submit a Trouble Ticket, and then call thesupport telephone hotline.

The diagnostic process for finding the cause of the issue is controlled by SwissQual. During thisprocess, SwissQual might require assistance from the customer, such as describing the

circumstances around the issue, as well as providing measurement files, log-files, and any otherinformation that is required by SwissQual to solve the issue. Installation of Software updates,Software test procedures, or replacement parts that are provided by SwissQual is theresponsibility of the customer.

Professional Service Offering

IntroductionIn addition to the maintenance services, SwissQual offers extended professional and consultingservices to provide flexible, on-demand customer assistance. The time frame and scope ofprofessional services shall be defined in a separate service agreement.

SubscriptionFor more details on the available professional services and the associated fees, contact yourSwissQual sales representative or SwissQual partner.

Service OverviewSwissQual professional services include the deliverables as outlined in the table below.

Table 2-3 Professional Service Deliverables

Professional Services

Advanced training

Remote system maintenance (health check, software updates/upgrades, etc.)

Remote system monitoring

On-site system maintenance (health check, software updates/upgrades, etc.)

On-site support

Consulting services (measurement campaign recommendations, definition and surveillance,report definitions and result analysis, etc.)

Advanced training SwissQual advanced training modules allow the attendees to get the most

out of the SwissQual products by understanding their flexible architecture and full range offeatures. The modules can include SQL queries, database structure and query analyzer, dataanalysis, map plotting, key performance indicators, reporting and event queries and much more.


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Remote system maintenance SwissQual takes care of system maintenance remotely. Theservice includes system health check, cleanup, assistance to install software updates and/orupgrades, etc. The service normally excludes the management of measurement probes,measurement campaigns, etc.

Note: A few activities require local support by the customer. Prerequisites for this

service are a valid maintenance subscription and remote system access.

Remote system monitoring Within specified time periods, such as important measurementcampaigns, the customer can request remote system monitoring by SwissQual. SwissQualmonitors the system behavior and provides status reports on a pre-defined basis. The time frameand scope of the monitoring activities shall be defined in a separate service agreement.

On-site system maintenance SwissQual takes care of system maintenance at the customersite. The service includes system health check, cleanup, assistance to install software updatesand/or upgrades, etc. The service normally excludes the management of measurement probes,measurement campaigns, etc. Prerequisites for this service are a valid maintenance subscription.The time frame, scope and expenses of the on-site activities shall be defined in a separateservice agreement.

On-site support On-site support refers to the local assistance of a SwissQual TechnicalSupport Engineer to investigate critical issues that cannot be resolved remotely. On-site supportrequires the local support of the customer. The time frame, scope and expenses of the on-siteactivities shall be defined in a separate service agreement.

Consulting services SwissQual offers consulting services to customers. These services caninclude measurement campaign recommendations, definition and surveillance, report definitionsand result analysis, etc. The time frame and scope of consulting services shall be defined in aseparate service agreement.


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8 |Chapter 3 Support Procedures

3 Support ProceduresIntroductionSwissQual aims to deliver support services in a highly efficient manner that exceeds a customersexpectations. This chapter describes the support relationship between the customer andSwissQual, provides recommendations on best practice and describes the support procedures.

Support RelationshipThe effectiveness of support interaction depends on the technical product knowledge, problemsolving skills and communication skills of both the customers system operator and SwissQualssupport engineer. A good understanding by both parties of their roles and responsibilities iscrucial to effective communication.

In order to ensure that the customer experience with the SwissQual support organization is aseffective and efficient as possible, SwissQual recommends defining roles and responsibilities onboth sides and sharing best practices.

Roles and Responsibil itiesDuring the product lifecycle, technical responsibility changes as shown in Figure 3-1. Theunderstanding of who you are talking to and what the responsibilities are goes a long way tooptimize the performance.

Figure 3-1 Roles and Responsibilities

Pre-sales Phase

For SwissQual Hardware Products and Licensed Programs in a pre-sales phase, i.e. during acustomer demonstration or in a trial, the SwissQual Pre-sales Engineer is responsible fortechnical matters. Main activities in the pre-sales phase include exchange of information,presentations, demonstrations and trials.


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Chapter 3 Support Procedures | 9

Deployment Phase

During the deployment phase of SwissQual Products, i.e. starting after purchase order receptionand lasting until system acceptance, the SwissQual Customer Project Manager is responsible fortechnical matters. Roles, responsibilities, phases and activities in the deployment phase aredocumented in the SwissQual Deployment Process. This document represents the best practices

to deploy SwissQual Products efficiently at the greatest benefit to the customer. During thedeployment phase, the SwissQual Customer Project Manager works closely with the projectmanager on the customers side.

Operation Phase

After deployment, the technical responsibility is handed over to the SwissQual supportorganization, which is comprised of two types of support professionals.

Customer Service Representative (CSR) First contact when a customer submits a TroubleTicket (TT) during the operation phase. The responsibility of the CSR includes the followingactions:

Accurately logging the Trouble Ticket and providing the customer with the corresponding

issue number Setting appropriate expectations regarding initial response times based on the support

agreement

Technical Support Engineer (TSE) During the resolution process, the Trouble Ticket can beassigned to a TSE for further analysis. The responsibility of the TSE includes the followingactions:

Requesting detailed technical information from the customer if required

Analyzing, identifying, and resolving the problem

Reproducing the error condition if applicable

Maintaining the issue status in the Trouble Ticket System

Customer Roles and Responsibil itiesSwissQual can work more effectively with the customers organization by collaborating with aregular set of contacts for technical as well as commercial issues. SwissQual defines two types ofcustomer contacts:

Commercial Contact Responsible for service requests outside of the maintenance agreementand for renewing an existing maintenance agreement

Technical Contact Gained through technical product training, the technical contact has an in-depth knowledge on how to operate SwissQual Products. The technical contact has the followingresponsibilities:

Submitting Trouble Tickets through the Trouble Ticket System

Working with the SwissQual Customer Service Representative

Providing all requested information during a Trouble Ticket investigation phase (log files,explanation of circumstances, etc)

Installing and administering software updates and Maintenance Releases and NewVersions of SwissQual Licensed Programs

Managing the computer systems, including third party software updates, database tuning,system security, etc. in accordance with best computing practice

Change of Contact

To add, modify, or delete a contact from either of these roles, send the following information [email protected]
mailto:[email protected]:[email protected]


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Company name

Your name

Contact type (Commercial or Technical Contact or both)

Add, modify or delete Address, phone number and email of the Technical Contact

Best PracticeBased on SwissQuals experience in supporting enterprise-class customers, we would like toshare some recommendations and best practices for a highly efficient support relationship.

Educate Your System Operators SwissQual has found that customers who invest inSwissQual training courses for their system operators are less prone to failure due to wrongsettings and false expectations. In the event of a Trouble Ticket, trained operators are much moreeffective in defining the symptoms of problems and in working with us to resolve the underlyingissue. The return on the training investment is almost immediate when considering the cost ofeducation versus the cost of downtime. SwissQual offers training programs to technologyprofessionals that provide the knowledge, skills, and credentials to deploy and maintainSwissQual QoS technology.

Plan Ahead Prior to system changes such as updates, upgrades or the addition of newfeatures, consult the relevant technical documentation, i.e. release notes, technical manuals, etc.SwissQual recommends to carefully define a project plan and include adequate test and buffertime to ensure a seamless transition. For complex infrastructure changes, SwissQual offersconsulting services to help you assess your existing systems and applications as well as plan,build, and manage your SwissQual QoS infrastructure.

Assign Appropriate Resources Individuals assigned to operate SwissQual Products requireexperience in the installation, operation and maintenance of the relevant computer equipment aswell as applications in the customers environment before installing SwissQual Products.Additionally and most importantly, the operator requires a SwissQual Product Training to operatethe system, avoid damages, outages, wrong configurations, data losses, down times, etc. and to

benefit form the extensive feature set available. In case additional assistance is desired,SwissQual offers consulting services to identify, to develop, and implement the best solution foryour environment.

Utilize Self-help Customers can take full advantage of SwissQuals self-help tools. For moreinformation on self-help tools, see the "Utilizing Self-help Tools" chapter.

Provide Complete and Accurate Information As with any troubleshooting process, accurateand timely resolution depends on accurate and timely information. If the software is notperforming as expected, ensure that collect the appropriate log files and system information.Refer to Section 4 Information Gathering Guidelines for information on where to find the relevantfiles.

Maintain your contact information with us SwissQual encourages customers to maintaincontact information with us. This minimizes the overhead in processing Trouble Tickets and

allows a fast and efficient communication.

Support Request ProcedureFor best results, SwissQual asks the customer to always submit a new SR through the onlineTTS. The TT is then logged, confirmed, and assigned to a CSR.

Important: For Critical issues, the customer must first submit a TT, and then callthe support telephone hotline.

The diagnostic process to find the cause of the issue is controlled by SwissQual. During thisprocess, SwissQual might require assistance from the customer, such as describing the

circumstances around the issue as well as providing measurement files, log files, and any otherinformation that is required by SwissQual to solve the issue. Installation of software updates or


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software test procedures or replacement parts that are provided by SwissQual is the responsibilityof the customer.

Figure 3-2 Support Request ProcedureAfter a customer submits a new SR, the issue is logged as a TT and a TT# is issued to thecustomer. For all future communication related to this particular TT, the customer is asked toprovide the TT# as a reference.

The ownership of the TT is assigned to CSR who acts as the point of contact for the customer.The CSR analyses the information in the TT and if needed, requests additional information.

Based on the type of request and the information in the TT the CSR decides on one of thefollowing procedures:

Direct Solution:The CSR provides a direct solution to the open TT, such as answer to aquestion.

Hardware Related Request:If the issue is hardware related and requires the repair orreplacement of a faulty hardware component, the CSR starts the RMA process. Fordetails on the RMA process, see the Hardware Replacement RMA Process chapter inthis document.

Software Related Request:If the issue is related to software and requires furthertechnical assistance, the CSR involves a TSE for further investigation. The TSE maydirectly contact the customer for further inquiries.

Understanding SeveritiesA severity level is assigned to each SR that is issued. The severity level provides a measurementof service degradation caused by the issue. Accurately defining the severity level ensures a timely

response and helps to further define the nature of the problem. For a description on the differentseverity levels, see the Request Classification chapter in this document.


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Support Request Life CycleThe following sections describe the life cycle and best practices for a Support Request issued bya customers technical contact to SwissQuals support organization.

Figure 3-3 Support Request Life Cycle

Problem Detection and AnalysisWhen a technical issue arises on a SwissQual System, the customers technical contact usesbest effort to analyze, troubleshoot, and solve the problem through skills obtained fromSwissQuals product training, system manuals and troubleshooting guides. If it is not possible tosolve the problem within a reasonable amount of time, the technical contact should contact theSwissQual support organization.

Utilizing Self-help Tools

The SwissQual online support platform provides self-help tools, such as technical papers, theproduct documentation set, information on software releases, features and known limitations, anda download section for available software releases.

Customers are encouraged to search the online support platform for answers to questions prior tosubmitting a Support Request.

Technical Papers Customers find white papers, technical notes, compatibility guidesand other technical information.

Documentation Customers have online access to the full product documentation setavailable for download.

Release Notes Release notes documents provide information on available softwarereleases, new features, bug fixes and known limitations.

Software Download New software releases are available in the download section.Please consult the release notes documents for details.

Gathering InformationFor an efficient problem resolution process, the customers technical contact shall provide allproblem relevant information when opening a Trouble Ticket and if needed, throughout theresolution process.

For details on how to collect problem relevant information, please refer to the chapter InformationGathering Guidelines in this document.

Opening a Support RequestSwissQual asks the customer to always submit new Support Requests through the online TroubleTicket System (TTS). A new issue is logged as a Trouble Ticket (TT) and then a Trouble TicketNumber (TT#) is issued back to the customer. For all further communication related to the TT, thecustomer is asked to provide the TT# as a reference.

For information regarding response times, see the "Target Restoration" chapter in this document.


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The following sections describe the interfaces that are available to open a Support Request.

Web Portal Ticket Submiss ion

The SwissQual Trouble Ticket System offers the customer an online interface for questions,problem reports, and change requests. At any time, the customer can track the progress of

requests, submit a follow-up request, change the status of a request, as well as apply differentviews and filtering options.

To access the Trouble Ticket System, go to http://www.swissqual.com, click Support, and thenclick Trouble Ticketing System.

Figure 3-4 Trouble Ticket System Login window

E-MailIf a customer cannot access to the Trouble Ticket System, the customer can submit a SupportRequest by e-mail to the regional SwissQual support organization. The issue is logged as aTrouble Ticket (TT) and then a Trouble Ticket Number (TT#) is issued back to the customer. Thestatus of the TT can be followed online on the Trouble Ticket System.

For contact information and regional business hours, see AppendixA, "Contact SwissQual HelpDesk".

Telephone Hotline Support

To avoid delays in resolving Critical issues, the customer must submit a Trouble Ticket and thencall the support telephone hotline. During business hours, call the telephone hotline of your

regional SwissQual support organization.

For contact information and regional business hours, seeAppendixA, "Contact SwissQual HelpDesk".

Working on a Support RequestA designated Customer Service Representative (CSR) is assigned to a new Trouble Ticket (TT)and owns the ticket until the issue is resolved. Throughout this process, the CSR and thecustomer technical contact work together to resolve the issue using resources from both sides.

Depending on the severity of the issues, the CSR and the customer might also work with aTechnical Support Engineer (TSE) to thoroughly investigate and analyze the issue. This processcan involve the following actions:

Asking the customer for more information


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Asking the customer to make specific configuration changes

Asking the customer to install specific software updates or utilities

Asking for specific debug information from the system and if necessary conducting teststo generate such data

Trying to reproduce the problem in the SwissQual test lab environment Asking for customer specific configuration data or software versions to help reproduce the

problem

Verifying software behavior with SwissQual engineering staff

Instructing the customer to implement and test workaround solutions to avoid the problem

Asking the customer to involve networking, database or other technology specificadministrators to help troubleshoot the issue

Working with the customer to involve relevant third party hardware or software vendors(for example, operating system, database providers, etc.) if the issue appears to be withtheir products

Whenever the TT is updated with new information, the customer is promptly informed through theTrouble Ticket System. SwissQual uses best effort to resolve customer TTs as quickly aspossible. For more information, see the "Target Restoration" chapter.

SwissQuals objective is to always find a satisfactory solution to an issue, such as a configurationchange, software update, or workaround so that the customer can continue to use our products. Ifthe issue proves to be impossible to resolve at the time, SwissQual will work with the customer toescalate the issue and establish an acceptable action plan to address the issue. For a descriptionon how to escalate a Support Request, see the "


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Escalating a Support Request" chapter in this document.

Software Update Required

If a TT can be solved with a SwissQual software update, SwissQual keeps the TT open andinforms the customer about the availability of the software update.

Closing a Support RequestWhen an issue is resolved, SwissQual asks the customer for confirmation to close the TT.


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Escalating a Support RequestCustomers can escalate a SR to the SwissQual Support Management Team at any time duringthe resolution process. To escalate an issue, contact your regional support manager or [email protected].

If necessary, the support manager creates a task team consisting of resources from SwissQualsupport, development and product management to formulate an action plan to address the issue.In this case, the support manager can schedule a conference call with the customer to outline anddiscuss the action plan, determine milestones and seek agreement on the plan. Periodic updatesare provided on the progress as agreed upon until the issue is resolved.

Figure 3-5 Support Request Escalation


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Hardware Replacement RMA ProcessIn the event of defective SwissQual Hardware Products that are covered by the maintenanceagreement, the customer issues a TT to SwissQual Support that describes the faulty behavior indetail. SwissQual Support verifies the issue and confirms the hardware defect, which leads to the

replacement or repair of the faulty hardware component. SwissQual then issues a RMA ticketnumber to the customer and the customer sends the defective hardware, clearly labeled with theRMA # on the package along with the shipping documents to SwissQual Support. Upon receipt,SwissQual Support inspects the item and informs the customer about the further proceedings andpotential remunerations.

SwissQual hardware technicians then take all necessary actions to either repair or replace thedefective hardware. During this time, the customer receives regular status updates. After therepair, the hardware is thoroughly tested and then shipped back to the customer. After thehardware is successfully installed, SwissQual Support closes the RMA ticket and thecorresponding TT.

CustomerLoggingan

Issue/Callingin

SwissQualTrouble

TicketSystem

CustomerService

Representative

TT#

RMAisopenedand

customerisadvisedin

costandreturn

information

HWIssue

RMA#

Equipmentarriveswith

RMA#onthepacket

andtheshipping

documents

Technicianreviews

andrepairsthe

hardware

DBupdateReporting

Informationabout

furtherproceedings

andpotential

remunerations

Equipmentreturnsto

customerwith

correspondingRMA#

andTT#

DBupdate,RMA/TTclosure

Figure 3-6 RMA Process

Advanced Replacement

If a customer has purchased Advanced Replacement option for the maintenance subscription,SwissQual ships a replacement part to the customer. As a result, the system downtime isminimized.

RMA Process DescriptionThe SwissQual RMA process involves the following steps:

Defective Hardware Identification:The customer (or responsible support engineer)opens a TT for a defective SwissQual Hardware Product and clearly identifies thedefective component by name and part number (serial number).

RMA Number:SwissQual uses the Trouble Ticket Number (TT#) for the RMA number.The customer requires this number to send defective products to SwissQual.

Shipment Instructions:The customer sends the goods to SwissQual Support: Shippingterms: DDU Factory Zuchwil, INCOTERMS 2000. For fast and efficient handling, ensure


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that the RMA# is clearly displayed on the packet and the shipping documents. SwissQualdoes not take responsibility for shipments that have been sent to SwissQual withoutproper labeling.

Freight Forwarding Company:The customer can use any freight forwarding companyso long as the shipment is sent DDU Factory Zuchwil, INCOTERMS 2000 to SwissQualSupport.

Goods Declaration:On returned hardware, SwissQual pays an import VAT that is basedon the value that the customer declares in the shipping documents. In order to obtain afull VAT refund, SwissQual declares the same VAT value for the replacement hardwareon the export shipping documents. If the customer is uncertain as to what VAT value todeclare, the customer shall contact SwissQual support prior to shipping the defectivehardware.

Replacement:If a defective hardware part requires a replacement part, the customershall be informed accordingly. At this stage, the customer has to inform SwissQualSupport about any special customs regulations or guidelines that SwissQual must followwhen returning the goods. This includes a request for a pro forma invoice or the provisionof serial numbers in the shipping documents, and so on.

Hardware Warranty Replacement / Shipment Error: On rare occasions, the SwissQualSupport Manager can authorize return shipments at SwissQual expense, for example, toreplace defective SwissQual Hardware Products that are under warranty (90 days) or tocorrect a shipment error that was caused by SwissQual. In such cases, the customer willbe instructed to use the SwissQual preferred freight forwarding company, FedEx and willbe provided with a FedEx account number. This account number ensures that theshipping costs are charged to SwissQual.

SwissQual Shipment AddressUnless another SwissQual location is handling the request, the customer should always sendgoods to the following SwissQual shipment address:

SwissQual AGSupport, RMA Number: [RMA Number]Allmendweg 84528 ZUCHWILSWITZERLAND

In-House HandlingThe following in-house RMA process handling is controlled by the support team.

Arrival The supply chain management team receives the goods, files the shippingpapers and hands out the received goods to support.

Confirmation / Status Update Support confirms the hardware arrival in the TTS andupdates the status information. The customer can view this information in the TTS.

Photograph Support takes a photograph of the received component and adds thephotograph to the TT.

Repair Form Support completes the repair form and hands the defective hardwarecomponent over to the hardware team (HDM) for a detailed analysis and if appropriate,for repair.

Status Update After the hardware analysis or repair is completed, the issue is assignedback to support and the TT is updated accordingly.

Return If applicable, a repaired or replaced hardware component is returned to the

customer.


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Change Request ProcedureAt any time during the operation phase, the customer can issue a CR to ask for existing featuresto be enhanced or for new features to be implemented. Suggestions on how to improveSwissQual products are always welcome.

Important: Upon receiving a CR, the CSR ensures that the customerunderstands the following CR Procedure. SwissQual uses best effort to respond tothe CR, however, there is no Target Restoration Time associated with the CR.

Figure 3-7 Change Request Procedure

To issue a CR, the customer submits a TT to SwissQual support with a description of thefunctionality that the customer wants. The CSR logs the CR and issues a CR# to the customer.The CSR analyses the information in the CR and if needed, asks for additional information.Throughout the CR process, the CSR keeps the customer up-to-date on the CR status.

When the new functionality is clearly specified, the CSR transfers the ownership of the CR to

SwissQual Product Management who decides if and when a CR can be implemented. Theimplementation of CR is at the sole discretion of SwissQual.

If a CR is accepted, SwissQual offers the new functionality along with detailed technicalspecifications, the expected availability date, and the associated costs in a separate proposal tothe customer and closes the TT.

Intellectual Property RightsAny suggestion for enhancements to SwissQual Products, including SwissQual HardwareProducts and SwissQual Licensed Programs that a customer submits to SwissQual becomes theproperty of SwissQual. SwissQual may use this information without restrictions for any businesspurposes, including product support and development.

SwissQual shall not use the information in any form that would identify the customer.


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Customer Satisfaction SurveysSwissQual strives to constantly improve the customer support process as well as the supportservices offerings. As customer satisfaction is the highest priority, SwissQual requests customerfeedback on specific Support Requests as well as conducts regular customer satisfactionsurveys.

Transactional SurveyAfter a Trouble Ticket is closed, the customer may receive a short survey asking for feedback inthe following areas:

Service delivery

Responsiveness

Communication

Knowledgeable assistance

Resolution time

Overall impression

Periodical SurveyPeriodically, SwissQual conducts an extensive customer survey to understand the satisfactionlevel of our customers with respect to delivered support services and overall support experience.This survey will include questions from the same areas as the transactional survey as well asquestions about the following areas:

Support personnel

Support Request handling

Support Request escalation

Product documentation

Trouble Ticket System

Online support platform

Knowledge base

Support agreement renewals

Desirable services in the future

These surveys are conducted by phone or through an email invitation to fill out a web form. If youare asked to participate in one of these surveys, please take a moment to respond. SwissQual

appreciates all customer feedback and thanks you for your participation in advance.


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Chapter 4 System Operation and Maintenance | 21

4 System Operation andMaintenance

IntroductionSwissQual aims to have highly satisfied customers long after the initial sale and installation. Toachieve this goal, this chapter provides information on how to operate and maintain SwissQualequipment.

Information Gathering GuidelinesThese guidelines describe how to collect the information that SwissQual support requires to start

an efficient problem analysis and identification procedure.

Please gather the pertinent information prior to contacting SwissQual support.

Check ListBefore opening any Trouble Ticket on the SwissQual Trouble Ticket system, please make sureyou can provide SwissQual Support with the following information, depending on the type ofissue:

Platform in Question; for example, Diversity or QualiPoc, NQDI

Product Name and Version; for example, Test Manager or Diversity NQView

Operating System in use includ ing Service Pack information; for example, WindowsXP Professional SP2

Database version;for example, MS SQL 2005

Phone Type, Data Card Type in use including Firmware version; for example, Nokia6680 with Firmware Version

Note: If this information is not known, or in case of any doubt, provide SwissQualSupport with Results (Measurement Files), Logs or Debug Logs related to thatdevice or PCM using it.

Web Browser Software in use;for example, Firefox 1.5 or Explorer 6.0 / 7.0

Full text or screenshot of any displayed Error Message

Steps required to reproduce the problem (if any)

Al l Results (Measurement Files), Logs or Debug Log f ilesas described earlier in thisdocument

Important: Starting from the 10.0 Diversity release, also the Configuration Filesare retrieved from each unit. Please check paragraph below Diversity Log Files fordetails

Problem recurrence; is this a recurrent and systematic problem? How often does itoccur?

SwissQual Support may need, for license purpose, a copy of the *.ifofile from each PCM

or computer (for example, laptop or NQDI client) where SwissQual Software is installed.


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22 |Chapter 4 System Operation and Maintenance

Note: In order to create an *.ifofile, run the InfoReader.exe applicationprovided with all SwissQual Software. The Info Reader application will create the .ifofile which contains the information needed to create or replace a SwissQual licensefor that computer.

System Configuration InformationSystem, storage or network configuration diagrams and files are very useful for troubleshootingproblems with a SwissQual product. To shorten the troubleshooting process, you should havethese diagrams on file for easy upload to SwissQual support.

You should also be prepared to run the appropriate commands on the affected devices to collectthe configuration information.

Record Any Recent ChangesCheck to see if any changes have recently occurred in your SEM infrastructure environment.

Changes to versions of operating system, networking, storage and applications are of particular

interest.

Results, Logs, and Debug Files from SwissQualProductsIf you are reporting a problem you encountered while using a SwissQual product, you need tolocate and provide the relevant log files to SwissQual.

The location of the log files depends on the SwissQual product you are using. For moreinformation, see the Log, Data and Debug Files section or the appropriate SwissQualdocumentation for the specific software. If the physical NetQual hardware is crashing, the log filesfrom the hardware vendor (i.e. Dell) can be helpful as well.

Diversity Debug Log Files

From the Test Manager of your Diversity System, you can retrieve all the Debug andConfiguration Files needed.

To obtain the debug log files for Diversity

1. Connect the Laptop where the Test Manager is installed to the Diversity system

2. Make sure Diversity is running in all the PCMs and no measurement is running.

3. In Test Manager, click Overview, and then click System configuration.


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Figure 4-1 System Configuration

4. In the list of units, click the PCM that you want to troubleshoot, and then click theActionstabin the Detailsarea.

Figure 4-2 Unit settings Action

5. Click Get debug log files.

By default, the debug log files are stored in C:\Documents and Settings\All Users\Application

Data\SwissQual\Diversity\NQComm\MeasFiles\on the PC where NQCommruns. If you want, you can change the location of this folder in the Settings for NQComm.

QualiPoc Control Log Files

QualiPoc log files, that is, QPControl log files, are only generated when QualiPoc runs inadvanced mode. The generation of QPControl log files is an automatic process. By default. thelog files are stored in C:\Documents and Settings\All Users\ApplicationData\SwissQual\Diversity\NQComm\MeasFiles\on the PC where NQCommruns. The log files use the following naming format: Unit_T2-0151-QPCLog200607041607.txt

QualiPoc Measurement Files

The measurement files that are associated with a problem provide useful information toSwissQual support. For QualiPoc advanced mode, theses files are in the same directory as the


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QPControl log files, that is, C:\Documents and Settings\All Users\ApplicationData\SwissQual\Diversity\NQComm\MeasFiles\on the PC where NQCommruns.

In semi-automatic mode, these files are stored on the phone.

Addit ional Informat ionIf possible, the customer should also provide the job configuration as a job file or a screen shot in*.jpgformat of the problem in NQDI. The job file can be copied from the FTP server before thephone polls.

Seven.Five SupportThis section describes the information you should provide to help SwissQual support troubleshoota problem on a Seven.Five system.

Note: You do not need to send the Analyzer.data file.

Seven.Five Log FilesSeven.Five produces the following types of log files:

*.log: Seven.Five measurement file which contains scanner data. Each measurementproduces one *.logfile on the laptop per logset (measurement).

*.nqf: SBC measurement file that contains the test results from the SBC. Eachmeasurement produces one *.nqffile in the following location on the laptop: C\ProgramFiles\Seven.Five\Projects(could also be E:\----)

CwtTrace.txt: Debug file that contains information about the RadioManager. Each SBConly has one of these files in the C:\tempfolder.

log_XXX.txt: NQComm log file which you can find in the following location on the SBC:C:\NetQual\NQComm\Log\ . To generate this log file, you need to open NQComm, clickSettingson the Configurationmenu, and then click Keep Log Files.

log_XXXX.txt: NQAgent log file which you can find in the following location on the SBC:C:\NetQual\NQComm\Log\ .

Addit ional Informat ion

To further help SwissQual support resolve your problem, you should also include the followinginformation:

Screen Shot of the actual problem in *.jpgformat.

Time Stamp: You should inform SwissQual support at which time the problem occurs.You can find the time stamp in the NQDI window. A time stamp has the following format:22/06/2005 15:18:40.430

Calling Module Identification: Identifies the calling module where the problem occurred.

You can find this information in *.nqffile, that is, xxxxxxxxxxxx.CM 1.nqfin theC\Program Files\Seven.Five\Projectsfile of the laptop.

Audio f iles: If you are asked to provide the audio files for the test, you can find the *.wavfiles in a subfolder of the *.nqffile

VELog files: You only need to provide Voice Engine log files at SwissQual support asksyou to. To generate VELog files, you need to set the following key in the WindowsRegistry: HKEY_LOCAL_MACHINE -> Software -> SwissQual -> NQMP -> VELog = 1and then start the measurement again. You can find the VELog files in the.\temp\SQDebug\folder. You also need to send SwissQual support the xxx_CS.wavfilesfrom the .\MeasurementFiles\ISDN_X\directory


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System MaintenanceThis section describes the maintenance tasks that you need to regularly perform on SwissQualSystems that use Windows XP. Regular maintenance improves system performance andprevents hardware related problems.

Ensure that you maintain the following Window XP computers in your SwissQual system:

Diversity (PCM and controlling PC)

Land Unit (PCM or PC)

NQDI System (Server and Client)

To ensure that your system operates as efficiently as possible, you need to schedule yourmaintenance tasks at the following intervals:

Monthly

Tri-Monthly

Annually

Monthly MaintenanceEach month, you need to perform the following maintenance tasks on the each computer in yoursystem:

Update antivirus software

(Controlling PC only)Back up Test Manager database

Restart the computer

Important: By default, SwissQual configures the Norman Security Suite toupdate virus definitions manually and to start scans manually. This configuration

reduces the strain on Windows system resources and improves measurementperformance. If your Norman installation performs these tasks automatically, see theNorman Antivirus Impact on System Performance Application Notefor informationon how to restore the default SwissQual settings.

To update the Norman Security Suite

1. Stop all measurements and exit all SwissQual software.

2. Connect your system to the Internet, for example, through your corporate LAN.

3. Log on the controlling PC and on each PCM, right-click the Norman Security Suiteicon inthe Windows notification area, and then click Internet Update.

Figure 4-3 Norman Security Internet Update

4. At the end of the process, restart the computer.

To perform a virus scan

5. In Windows, right-click the Norman Security Suiteicon in the Windows notification area, andthen click Scan Computer.


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Figure 4-4 Norman Security Virus Scan

6. If the scanner finds a virus, ensure that you quarantine the infected file.

7. At the end of the process, click Close.

Figure 4-5 Norman Security On-demand Scanner window

Removing a Virus

If your virus scanner finds an infected file on a PCM or controlling PC, delete the file. If the viruscontinues to affect a PCM, you need to restore the PCM from the reference image. For moreinformation, see Manual - Diversity PCM Reference Images.pdf.

Note: On a controlling PC, you might want to back up your Test Managerdatabases before you restore the installation from a reference image.

To create a backup file of your Test Manager SQL database

1. Open Microsoft SQL Server Management Studio.

a ClickAl l Programson the Startmenu, point to Microsoft SQL Server 2005, and thenclick SQL Server Management Studio Express .

b In theAuthentication list, click SQL Server Authentication.

c In the Loginand Password boxes, type the login information for your SQL server.

d Click Connect.


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Figure 4-6 Log in to SQL Server

2. In the Object Explorer, double-click Databases.

3. Right-click the database that you want to back up, point to Tasks, and then click Back Up.

Figure 4-7 Back up SQL database

4. In the Destinationarea of the Back Up Databasedialog box, clickAdd.

5. In the Select Database Destinationdialog box, click the browse button (...).

6. In the Locate Database Filesdialog box, navigate to where you want to save the file, andthen type the name of the backup file in the File Namebox.

Important: You need to include the *.bakfile extension in the name, forexample, TestManager.bak .

7. Click OKand then click OK.

8. Copy the database backup file to an external hard drive.

To restore a Test Manager database from a backup f ile

1. Open Microsoft SQL Server Management Studio.

a ClickAl l Programson the Startmenu, point to Microsoft SQL Server 2005, and thenclick SQL Server Management Studio Express .


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b In theAuthentication list, click SQL Server Authentication.

c In the Loginand Password boxes, type the login information for your SQL server.

d Click Connect.

Figure 4-8 Log in to SQL database

2. In the Object Explorer, right-click Databases, and then click Restore Database.

3. In the Restore Databasedialog box, click From devicein the Source for restorearea, andthen click the browse button (...).

4. In the Specify Backupdialog box, clickAdd.

5. Locate the database backup file, and then click OK.

6. In the Source for restorearea, select the check box in front of the database.

7. In the To databaselist in the Destination to restorearea, click the name of the database,and then click OK.


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Figure 4-9 Restore SQL database

Tri-Monthly MaintenanceEvery three months, you need to perform the following maintenance tasks on each computer inyour system:

(PCM only)Restore the hard drive from the most recent reference image

Monthly maintenance (see previous section)

Update WindowsBy default, automatic updates are deactivated on the PCMs in your system, so you needto manually update Windows on each system.

Clean up the hard drive

Defragment the hard drive

(PCM only)Create a new reference image of the hard drive

Important: You require administrator access to install the Diversity update.Default password for the administrator user is swissqual.

To perform t ri-monthly maintenance

1. (PCM Only)Restore the hard drive from the reference image.

For a detailed description on how to restore a hard drive from a reference image, see Manual -Diversity PCM Reference Images.pdf.

2. Connect the computer to the Internet, for example, through your corporate LAN.

3. Perform the monthly maintenance.


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See the "Monthly Maintenance" section on page 25for details.

4. In Windows, click Start, point toAl l Programs, and then click Windows Update.

Figure 4-10 Windows Menu Windows Update Starting

5. On the Welcomepage, click Custom.

Figure 4-11 Windows Update Welcome Window

6. On the High-priority updatespage, only select the high priority updates, and then clickReview and install updates.


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Important: An optional update might adversely affect your system. If you want toinstall an optional update are uncertain if the update will affect your system, contactSwissQual support.

Figure 4-12 Windows Update High Priority Updates

7. Clean up the hard drive.a Click Start, point toAl l Programs, point toAccessories, point to System Tools, and

then click Disk Cleanup.

b Clear the Compress old filescheck box.

c Select the check boxes for the items that you want to delete, click OK, and then click Yes.

Figure 4-13 Disk Cleanup Window


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8. Defragment each partition on the computer.

a Click Start, point to All Programs, point to Accessories, point to System Tools, and thenclick Disk Defragmenter.

b Click a partition in the list, and then click Defragment.

c At the end of the process, click Close, and then restart the computer.

Figure 4-14 Disk Defragmenter Window

9. (PCM Only)Create a new reference image for the PCM.For a detailed description on how to create a reference image, see Manual - Diversity PCMReference Images.pdf.

Annual MaintenanceEach year, you need to perform the following maintenance tasks on the each computer in yoursystem:

Check the hard drive for errors

Tri-Monthly maintenance (see the previous section for details)

To check a hard dr ive for errors

Important: To run a hard drive error check on a PCM, connect a monitor,mouse, and keyboard to the PCM.

1. Click Startand then click My Computer.

2. Right-click a partition, for example, System (C:), and then click Properties.

3. On the Toolstab, under Error-checking, click Check Now.


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Figure 4-15 Hard Drive Properties Window

4. In the Check disk opt ionsarea, select the following check boxes:

Automatically f ix fi le system errors

Scan for and attempt recovery of bad sectors

Figure 4-16 Check Disk System Window

5. Click Start, and in the Checking Disk Systemmessage box, click Yes.

Note: The error-checking process can take a while to complete.

Figure 4-17 Checking Disk System Message Box

6. Ensure that the disk check was successful.

a Click Start, click Control Panel, double-clickAdminist rat ive Tools, and then double-click Event Viewer.

b In the Console Tree, clickAppl ication .

c In the details pane, double-click Winlogon.


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Figure 4-18 Event Viewer Window

d Scroll down to the bottom of the log and look for the Windows has finished checkingyour diskentry.

Figure 4-19 Information Properties Window

Important: In case of presence of Errors, related to the disk scan, please contactSwissQual support reporting the related error description


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Maintenance Checkl istUse the following checklist to keep track of the regular maintenance tasks that you need toperform on all SwissQual Windows XP computers.

Computer Name: ___________________________

Table 4-1 Maintenance Checklist

Year: _____________

Calendar Month

Antivirus

Update

Antivirus

Scan

Reference

Image

CleanDisks

Defrag

Disks

Windows

Update

DiskCheck

January

February

March

April

May

June

July

August

September

October

November

December


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A AppendixContact SwissQual Help DeskHelp Desk assistance is available during regular business hours:

Table 4-2 Help Desk

Region Business Hours Contact

SwissQualSwitzerland

Monday to Friday8 am to 12 pm and 1 to 5 pm (GMT +1)excluding Swiss public holidays

Phone: +41 32 686 65 55Fax: +41 32 686 65 66Email: [email protected]

SwissQual

Italy

Monday to Friday

9 am to 12 pm and 1 to 5 pm (GMT +1)excluding Italian public holidays

Phone: +39 06 5730 1441

Fax: +39 06 5730 1689

SwissQualSingapore(Asia Pacific)

Monday to Friday8.30 am to 12 pm and 1 to 5 pm (GMT +8)excluding Singapore public holidays

Phone: +65 6283 5346Fax: +65 6283 5982

SwissQualNorth America

Monday to Friday9 am to 12 pm and 1 to 5 pm (GMT-8)excluding US public holidays

Phone: +1 (949) 273-8241Fax: +1 (949) 273-8243

SwissQualCentral and LatinAmerica

Monday to Friday9 am to 2 pm and 3 to 6 pm (GMT -6)excluding Mexican public holidays

Phone: +52 55 5254 2380Fax: +52 55 5203 5977

SwissQualBrazil

Monday to Friday8 am to 12 pm and 1 to 5 pm (GMT -3)excluding Brazilian public holidays

Phone: +55 11 3026 9055Fax: +52 55 5203 5977