srs document - jmvlock1.files.wordpress.comsrs document fe bruary 23, 2016 ... potential tsc...

SRS Document

February 23, 2016 INFO 627

Team ACME Justin Martin, Kennan Meyer, Aaron Segal, Ryan Young

Table of Contents: 1. Introduction and Product

1.1. Purpose 1.2. Scope 1.3. Organization (Customer)

1.3.1. Organization Description 1.3.2. Organization’s Units

1.4. Stakeholders and Users 1.5. Problems

1.5.1. Problem 1 1.5.2. Problem 2 1.5.3. Problem 3 1.5.4. Problem 4 1.5.5. Problem 5

1.6. MOVs 1.7. Definitions/Acronyms/Abbreviations/References

2. Features 2.1. System Features

2.1.1. Features of Baseline System 2.1.2. Features of Future System

2.2. Feature Attributes, Legend 2.3. Feature Values per Attribute

3. Requirements 3.1. Functional Requirements

3.1.1. Requirements Use Case Titles 3.1.2. Requirements Complete Use Cases

3.2. NonFunctional Requirements 3.2.1. Performance Requirements 3.2.2. Documentation Requirements 3.2.3. Usability Requirements 3.2.4. Reliability/Availability 3.2.5. Security Requirements 3.2.6. System Requirements 3.2.7. Complete NonFunctional Requirements

3.3. Design Constraints 3.3.1. Standards Compliance

4. Traceability Tables 4.1. Traceability of Use Cases to Features 4.2. Traceability of Features to MOV 4.3. Traceability of Features to Problems 4.4. Traceability of Features to Benefits 4.5. Traceability of MOV’s to Benefits 4.6. Traceability of MOV’s to Problems

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Section 1: Introduction and Product

1.1 Purpose

The purpose of this Software Requirement Specification document is to communicate the requirements of the TSC Help App between all stakeholders, developers, and other interested parties. This document will provide a product overview, feature description, and requirements specification of the system, and will function as an agreement of what the system will encompass. Additionally, it will provide a basis for monitoring the progress of the system as it is designed and developed, and will inform design, testing, and release activities. The purpose of the TSC Help App is to support the TSC Clients by providing direct access to help documentation, onestep communication to the TSC and ticket creation, as well as provide companywide notifications concerning technical issues. These features will be presented to the user through an intuitive mobile application. 1.2 Scope The scope of this systems is defined by the goals of the Conde Nast Corporation, specifically the Technical Support of Conde Nast. The goal of the TSC is to help all Conde Nast employees that have technical problems during their day to day activities. The TSC operates by accepting calls, emails, and tickets created by Conde Nast employees, which are referred to as TSC Clients, then addressing the problems that TSC clients have.

The TSC Help app is intended to decrease the Technical Support Center (TSC) call volume and enable potential TSC Clients, both in the field and in the office, to fix their own small technical issues without requiring the client to directly contact TSC. It will also serve as a means of disseminating push notifications regarding system outages and upgrades. Through these features, the TSC Clients will be more aware of companywide technical issues, have access to help documents 24/7 on device, and have onestep access to the TSC.

To meet the goals of the TSC, the app needs to provide:

Technical Support Center Clients need easy access to the TSC: Technical Support Center Clients need the ability to call TSC directly. Technical Support Center Clients need the ability to email TSC directly. Technical Support Center Clients need the ability to generate a help ticket to TSC.

Technical Support Center Director needs the ability to distribute knowledge of the current system status, including system maintenance or updates, to all Technical Support Center Clients.

Technical Support Center Clients need the ability to solve simple problems, which don’t necessarily require the direct help of the Technical Support Center staff..

To fulfill these user needs, the scope of the TSC Help app includes app availability on both iOS and Android platforms; the capability to allow an administrator to send push notifications to all app users and

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allow app users to manage their received notifications; the capacity to host and display .pdf help documents within the app; the facilitation of onestep access to the Conde Nast TSC by email, phone, and help ticket creation; and the ability to record application usage statistics. Outofscope methods of fulfilling user needs include the ability to contact users individually, through the application, regarding ticket status, and the ability to interface directly with the Conde Nast ticketing system. These features will not be included in the baseline specifications outlined in this SRS document. 1.3 Organization (Customer) 1.3.1 Organization Description

Conde Nast is a multinational mass media company which creates and publishes a variety of magazines, newspapers, and websites. Its main business is creating content as a platform to sell advertisements. To support this endeavor, the Technical Support Center group is responsible for the technical support of Conde Nast’s staff and clients, including distributing companywide system outages and other network interruption notifications, as well as solving client hardware and software issues that are currently communicated to the TSC through telephone calls and email. 1.3.2 Organization’s Units

The unit within Conde Nast which this system will serve is the Technical Support Center. The Technical Support is composed of several subunits, being led by its Director, who is supported by a Manager and 7 Agents, and handles all technical support issues for Conde Nast’s employees, henceforth to be referred to in this document as TSC Clients. Additionally, the Client Services department Director will occasionally step into an administrative role, when the TSC Director is unavailable.

1.4 Stakeholders and Users Clients of the Technical Support Center (TSC) will access the new system via their smart devices, such as iPhones and iPads. They will have quick and easy access to several help functionalities, which will make resolving their technical problems straightforward and efficient.

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Stakeholders

Number Stakeholder Stake of the group Is a User?

1. Technical Support Center Clients

Will use the application to access the TSC or receive notifications of an outage.

X

2. Technical Support Center Help Desk Agents

Will receive and resolve issues generated through the solution.

3. Technical Support Center Director

Manages the TSC and oversees the responsibilities of the TSC Manager in regards to interacting with the system.

X

4. Technical Support Center Manager

Manages help documentation and communications to the users of the solution.

X

5. Client Services Director

In absence of TSC Director, the CS Director will be the stand in director of the TSC.

X

User Profiles

Technical Support Center Clients: Technical Support Center Clients are Conde Nast employees and contractors working inside or outside of the company’s VPN. They may encounter technical issues both during and outside of TSC’s normal operating hours. However, the technical issues that they may encounter may easily be solved without direct TSC support.

Technical Support Center Manager: The Technical Support Center Manager will occasionally

assume the roles of the TSC Director and will utilize the app to send notifications to all TSC Clients regarding Conde Nast’s system maintenance and updates. Otherwise, the Manager may function similar to a TSC Agent and will assume the user profile of an Agent.

Technical Support Center Director: The Technical Support Center (TSC) Director will utilize the

app to send notifications to all TSC Clients regarding Conde Nast’s system maintenance and updates, when the Technical Support Center Manager is unable to. The TSC Director is responsible for overseeing the responsibilities of the Technical Support Center Manager.

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1.5 Problems 1.5.1 Problem 1: Clients wait too long to be served by phone.

Element Description

The problem of ... Clients wait too long to be served by phone.

Affects ... Technical Support Center Clients Technical Support Center Manager Technical Support Center Director Technical Support Center Agent Client Services Director

And results in ... Clients cannot get help, cannot complete their job, and may miss deadlines. Additionally, agents being overwhelmed by excessive call volume.

Benefits of a solution include ... Clients never have to wait for service during a phone call.

Clients are satisfied with responsive TSC service.

1.5.2 Problem 2 : Offnetwork clients do not have access to documents.

Element Description

The problem of ... Offnetwork clients do not have access to documents.

Affects ... Technical Support Center Clients

And results in ... Clients being unable to independently solve problems offline and may cause them to miss important deadlines.

Benefits of a solution include ... Clients have access to documents when offnetwork. Clients can solve problems independently and using

documents when offnetwork.

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1.5.3 Problem 3 : TSC does not have a way to broadcast issues/outages to clients or subsets of clients.

Element Description

The problem of ... TSC does not have a way to broadcast issues/outages to clients or subsets of clients.


And results in ... Clients being unable to plan ahead to avoid issues/outages and may miss deadlines. Additionally, clients may be dissatisfied with TSC service due to unexpected interruptions to their work.

Benefits of a solution include ... TSC has a way to broadcast issues/outages to clients or subsets of clients.

Clients can plan for communicated issues/outages. Clients are satisfied with TSC’s issue/outage

communication

1.5.4 Problem 4 : Offline clients have difficulty finding TSC contact information.

Element Description

The problem of ... Offline clients have difficulty finding TSC contact information.

Affects ... Technical Support Center Clients

And results in ... Clients being unable to contact the TSC, cannot get help, cannot complete their job, and may miss deadlines.

Benefits of a solution include ... All clients can easily find the TSC contact information at all times.

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1.5.5 Problem 5 : Clients do not have assistance to solve issues after TSC working hours.

Element Description

The problem of ... Clients do not have assistance to solve issues after TSC working hours.


And results in ... Clients being unable to contact the TSC and cannot get help, clients cannot complete their job, and may miss deadlines. Additionally, clients may be dissatisfied with TSC service due to lack of TSC assistance after working hours.

Benefits of a solution include ... Clients have assistance to solve issues at all times. Call volume from clients to the TSC after working

hours is eliminated.

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1.6 MOVs

1. Within 1 year of application deployment, tickets regarding systemwide outages will be reduced by 15%, shown by TSC ticket metrics.

2. Within 1 year of application deployment, the yearly number of opened tickets concerning

problems addressed in the TSC documentation, shown by TSC ticket metrics, will be reduced by 10%.

3. Within 1 year of application development, call volume from clients to the TSC will decrease by

5%, as measured through TSC statistics.

4. Within 18 months of application deployment, 10% of clients who downloaded the application will have utilized one of the app’s oneclick TSC access tools as reported in application metrics.

1.7 Definitions/Acronyms/Abbreviations/References TSC Technical Support Center Clients Employees of Conde Nast who use the TSC App Mobile Application Notification Template a prewritten, editable outline for sending notifications

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Section 2: Features

2.1 System Features

2.1.1 Features of Baseline System

Feature

1. Call TSC in one click from within App

2. Email TSC in one click from within App

3. Manage administration of notifications

4. Manage received notifications

5. Keyword search for help documents

6. Browse help documents

7. Manage emails to TSC ticket creation system

2.1.2 Features of Future System

Feature

1. Search in document

2. Manage help documents

3. Highlight top five used documents

4. Flagging important notification until the event occurs

5. Provide video help for common problems.

6. Tracking the progress of an existing case in the App

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2.2 Feature Attributes, Legend

Priority/Benefit: How valuable is this feature to the client?

Low: This feature is of low priority and small benefit to the client. Medium: This feature is of medium priority and medium benefit to the client. High: This feature is of high priority and large benefit to the client.

Effort: How much effort will implementing this feature take?

Low: This feature will take a low amount of effort to implement. Medium: This feature will take a medium amount of effort to implement. High: This feature will take a high amount of effort to implement.

Risk: What are the chances this feature causes undesirable effects?

Low: This feature has a low probability of causing undesirable effects. Medium: This feature has an average probability of causing undesirable effects. High: This feature has high probability of causing undesirable effects.

Stability: What are the chances that this feature will change?

Low: This feature has a low probability of changing. Medium: This feature has an average probability of changing. High: This feature has high probability of changing.

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2.3 Feature Values per Attribute

Feature Priority/Benefit Effort Risk Stability


High Low Medium Low


High Low Medium Low


Medium Medium High Medium


Low Low Low Medium


Medium High Low Medium

6. Browse help documents High Low Low Low


Medium Medium High Medium

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Section 3: Requirements 3.1 Functional Requirements 3.1.1 Requirements Use Case Titles

1. Call the TSC 2. Send an Email to the TSC 3. Create a notification 4. Save a notification as draft 5. Edit a notification draft 6. Delete a notification Draft 7. Create a notification from a template 8. Schedule a notification 9. Delete a scheduled notification 10. Send a notification 11. Change notification settings 12. Mark a notification as ‘read’ 13. Mark a notification as ‘unread’ 14. Mark a notification as ‘important’ 15. Browse recieved notifications 16. Find documents matching keyword 17. Browse all help documents 18. Access a help document 19. Create a ticket 20. Edit a ticket draft 21. Save a ticket as draft 22. Delete a ticket draft 23. Submit a ticket 24. Transfer notification sending permissions

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3.1.2 Requirements Complete Use Cases 1.)

Use case name Browse all help documents

Design Note* The help documents are listed in their own menu.

Actor Primary Actor TSC Client

Brief Description This use case represents how a user would access a help document by browsing through the documents in the app.

Flow of events 1. User launches the app. 2. Home screen is presented. 3. User selects to browse documents. 4. List of document is displayed. 5. User selects a document. 6. The document is displayed.

Alternative flow of events

1. User launches the app. 2. Home screen is presented. 3. User selects to browse documents. 4. List of documents is displayed. 5. User selects to close list of documents. 6. Home screen is presented.

Preconditions 1. User is logged into app.

Postconditions 1. Usage data is updated.

Special requirements None

MOV supported Within 1 year of application deployment, the yearly number of opened tickets concerning problems addressed in the TSC documentation, shown by TSC ticket metrics, will be reduced by 10%.

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2.)

Use case name Send an email to TSC


Brief Description Scenario in which the TSC client sends an email to TSC through the TSC application.

Flow of events 1. User launches the app. 2. Home screen is presented 3. User selects to email the TSC. 4. The user is given the ability to draft an email to the TSC. 5. User drafts email to the TSC and selects to send it. 6. App confirmation of message delivery is displayed and

home screen is presented.

Alternative flow of events 1. User launches the app. 2. Home screen is presented 3. User selects to email the TSC. 4. The user is given the ability to draft an email to the TSC. 5. User drafts email to the TSC and selects to save it. 6. App confirms message has been saved and home screen is

presented.

Preconditions 1. Client is logged into application.

Postconditions 1. Client’s email is delivered to TSC. 2. Usage data is updated.

Special requirements Connectivity the device using the app must have a network connection so that the email can be successfully sent.

MOV supported Within 1 year of application deployment, tickets regarding systemwide outages will be reduced by 15%, shown by TSC ticket metrics.

Within 18 months of application deployment, 10% of clients who downloaded the application will have utilized one of the app’s oneclick TSC access tools as reported in application metrics.

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3.)

Use case name Browse received notifications


Brief Description This use case describes how a user would browse and access received notifications.

Flow of events 1. User launches the app. 2. Home screen is presented. 3. User selects to access received notifications. 4. A list of received notifications is displayed. 5. User selects to access a received notification. 6. Selected notification is displayed. 7. User selects to close the displayed notification. 8. Home screen is presented.

Alternative flow of events 1. User launches the app. 2. Home screen is presented. 3. User selects to access received notifications. 4. A list of received notifications is displayed. 5. User selects to mark a received notification as read. 6. Selected notification is marked as read. 7. User selects to close the list of received notifications. 8. Home screen is presented.

Preconditions 1. User is logged into the application. 2. User has received a notification.

Postconditions 1. Receive notification is saved in the app’s received notification list.

2. Usage data is updated

Special requirements None

MOV supported Within 1 year of application deployment, tickets regarding systemwide outages will be reduced by 15%, shown by TSC ticket metrics.

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4.)

Use case name Submit a ticket


Brief Description This use case represents how a TSC client would create and submit a TSC help ticket in the app.

Flow of events 1. User launches the app. 2. Home screen is presented. 3. User selects to create a ticket. 4. The user is given the ability to enter and edit values for

fields, based on the fields of a ticket. 5. User enters, edits values for fields, and selects to submit the

ticket. 6. Home screen is presented.

Alternative flow of events 1. User launches the app. 2. Home screen is presented. 3. User selects to create a ticket. 4. The user is given the ability to enter and edit values for

fields, based on the fields of a ticket. 5. User selects to cancel the ticket. 6. Home screen is presented

Preconditions 1. User is logged into the application.

Postconditions 1. A ticket is submitted to the TSC ticket system. 2. Usage data is updated.

Special requirements Connectivity the device using the app must have a network connection so that the TSC ticket can be successfully sent.

MOV supported Within 1 year of application development, call volume from clients to the TSC will decrease by 5%, as measured through TSC statistics.

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3.2 NonFunctional Requirements 3.2.1 Performance Requirements The app will perform at or exceed contemporary standards for responsiveness, for all user interactions. Additionally the availability of all networked functionality, such notification system, will meet or exceed industry standards, particularly during peak load times. 3.2.2 Documentation Requirements Standard minimal documentation practices for agile development will apply. Documentation will be sufficient to inform latecoming team members of the requirements of the project, while not being so detailed that the more important system construction and implementation work is backburnered in order to comprehensively document the development process.

3.2.3 Usability Requirements The application will provide an in app tutorial to show users how to use the basic features of the application. This will automatically start when the app is first opened and can be revisited at any time.

3.2.4 Reliability/Availability Requirements The application must adhere to contemporary standards for reliability across all actions it provides. The application must be available for use continuously while installed on the mobile device. Notifications must be received by at least 90% of connected users within 3 minutes of being posted.

3.2.5 Security Requirements Only Conde Nast generated documents and text will be utilized by the solution. For this reason, Conde Nast will not need to seek licensing for the use of this content. Conde Nast will also not need to license any additional software or technology for the application. The solution will only be accessible by current Conde Nast employees and contractors, with valid Conde Nast email addresses. This said, the solution will not feature any sensitive material, which, if accessed by unauthorized individuals, could compromise the security of the system or of its users and their information. The system will confirm that a valid email address is being used, when it has network capabilities. When a network is unavailable, users that have validly logged in previously will maintain access for up to five days, before additional verification is required. The solution will be made available through both Apple and Android app stores, and can be downloaded on any smart device with access to either of these app stores. Anyone may download the solution. Only users with valid Conde Nast email addresses will be able to log in. 3.2.6 System Requirements The application requires that documents be stored on device and must meet certain performance requirements. In order to meet these requirements the application must be implemented as a native application. Because the application will be storing documents, users will need adequate space available on their device. In addition, the application must have permissions to modify the contents of the filesystem on the host device.

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3.2.7 Complete NonFunctional Requirements

1. Must exhibit complete functionality on Android operating systems versions from Jelly Bean to Current version

2. Must exhibit complete functionality on iOS systems from 8x and newer. 3. Total size of the application including documents must take up less than 250 MB of space. 4. Application must launch within .5 seconds after it is opened. 5. UI response of .05 seconds or less for all interactions. 6. Help documents must display in less than .2 seconds after selected 7. Notifications must be received by 90% of clients within 3 minutes of being sent assuming

network conductivity. 8. All notifications must be received in application by all users. 9. The application will not crash more than once per 1000 launches. 10. Application network communication must use secure network protocols

3.3 Design Constraints Based on feedback from stakeholders, the application must be designed in such a way that users have one step, streamlined access to the TSC. 3.3.1 Standards Compliance Section 3.2 outlines requirements based off applicable standards. These included performance, documentation and system requirements. To ensure that our system complies to the standards imposed on our system, we must determine that our system meets our applied standards. Both the Apple App Store and Google Play Store both require that apps submitted to them meet their individual standards. Therefore, we will verify standards compliance when our app is accepted in both application stores successfully. Failure to be accepted will be considered as a failure to meet our applied standards and may require more work to be done to meet our standards.

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Section 4: Traceability Tables

4.1 Traceability of Use Cases to Features

Use Case Feature

1. Call the TSC Call TSC in one click from within App

2. Send an Email to the TSC Email TSC in one click from within App

3. Create a notification Manage administration of notifications

4. Save a notification as draft Manage administration of notifications

5. Edit a notification draft Manage administration of notifications

6. Delete a notification Draft Manage administration of notifications

7. Create a notification from a template Manage administration of notifications

8. Schedule a notification Manage administration of notifications

9. Delete a scheduled notification Manage administration of notifications

10. Send a notification Manage administration of notifications

11. Change notification settings Manage received notifications

12. Mark a notification as ‘read’ Manage received notifications

13. Mark a notification as ‘unread’ Manage received notifications

14. Mark a notification as ‘important’ Manage received notifications

15. Browse recieved notifications Manage received notifications

16. Find documents matching keyword Keyword search for help documents

17. Browse all help documents Browse help documents

18. Access a help document Keyword search for help documents Browse help documents

19. Create a ticket Manage emails to TSC ticket creation system

20. Edit a ticket draft Manage emails to TSC ticket creation system

21. Save a ticket as draft Manage emails to TSC ticket creation system

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22. Delete a ticket draft Manage emails to TSC ticket creation system

23. Submit a ticket Manage emails to TSC ticket creation system

24. Transfer notification sending permissions Manage administration of notifications

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4.2 Traceability of Features to MOV

Feature MOV






Within 1 year of application deployment, tickets regarding systemwide outages will be reduced by 15%, shown by TSC ticket metrics.

Within 1 year of application development, call volume from clients to the TSC will decrease by 5%, as measured through TSC statistics.


Within 1 year of application deployment, tickets regarding systemwide outages will be reduced by 15%, shown by TSC ticket metrics.



Within 1 year of application deployment, the yearly number of opened tickets concerning problems addressed in the TSC documentation, shown by TSC ticket metrics, will be reduced by 10%.



Within 1 year of application deployment, the yearly number of opened tickets concerning problems addressed in the TSC documentation, shown by TSC ticket metrics, will be reduced by 10%.





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4.3 Traceability of Features to Problems

Feature Problem(s) this feature addresses


Offline clients have difficulty finding TSC contact information


Offline clients have difficulty finding TSC contact information


TSC does not have a way to broadcast issues/outages to clients or subsets of clients.

Clients wait too long to be served by phone.


TSC does not have a way to broadcast issues/outages to clients or subsets of clients.

Clients wait too long to be served by phone.


Clients do not have assistance to solve issues after TSC working hours.

Offnetwork clients do not have access to documents. Clients wait too long to be served by phone.



Offnetwork clients do not have access to documents. Clients wait too long to be served by phone.


Clients wait too long to be served by phone. Offline clients have difficulty finding TSC contact information

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4.4 Traceability of Features to Benefits

Feature Benefits


All clients can easily find the TSC contact information at all times.


All clients can easily find the TSC contact information at all times.


TSC has a way to broadcast issues/outages to clients or subsets of clients. Clients can plan for communicated issues/outages. Clients are satisfied with TSC’s issue/outage communication Clients never have to wait for service during a phone call. Clients are satisfied with responsive TSC service.


TSC has a way to broadcast issues/outages to clients or subsets of clients. Clients can plan for communicated issues/outages. Clients are satisfied with TSC’s issue/outage communication Clients never have to wait for service during a phone call. Clients are satisfied with responsive TSC service.


Clients have assistance to solve issues at all times. Call volume from clients to the TSC after working hours is eliminated. Clients have access to documents when offnetwork. Clients can solve problems independently and using documents when

offnetwork. Clients never have to wait for service during a phone call. Clients are satisfied with responsive TSC service..


Clients have assistance to solve issues at all times. Call volume from clients to the TSC after working hours is eliminated. Clients have access to documents when offnetwork. Clients can solve problems independently and using documents when

offnetwork. Clients never have to wait for service during a phone call. Clients are satisfied with responsive TSC service.


Clients never have to wait for service during a phone call. Clients are satisfied with responsive TSC service. All clients can easily find the TSC contact information at all times.

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4.5 Traceability of MOV’s to Benefits

MOVs Benefits


Clients never have to wait for service during a phone call. Clients are satisfied with responsive TSC service. TSC has a way to broadcast issues/outages to clients or subsets of

clients. Clients can plan for communicated issues/outages. Clients are satisfied with TSC’s issue/outage communication

2. Within 1 year of application deployment, the yearly number of opened tickets concerning problems addressed in the TSC documentation, shown by TSC ticket metrics, will be reduced by 10%.

Clients never have to wait for service during a phone call. Clients are satisfied with responsive TSC service. Clients have access to documents when offnetwork. Clients can solve problems independently and using documents when

offnetwork. Clients have assistance to solve issues at all times. Call volume from clients to the TSC after working hours is eliminated.

3. Within 1 year of application development, call volume from clients to the TSC will decrease by 5%, as measured through TSC statistics.

Clients never have to wait for service during a phone call. Clients are satisfied with responsive TSC service. Clients have access to documents when offnetwork. Clients can solve problems independently and using documents when

offnetwork. TSC has a way to broadcast issues/outages to clients or subsets of

clients. Clients can plan for communicated issues/outages. Clients are satisfied with TSC’s issue/outage communication


All clients can easily find the TSC contact information at all times. Clients have assistance to solve issues at all times. Call volume from clients to the TSC after working hours is eliminated.

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4.6 Traceability of MOV’s to Problems

MOVs Problems


Clients wait too long to be served by phone. TSC does not have a way to broadcast issues/outages to

clients or subsets of clients.

2. Within 1 year of application deployment, the yearly number of opened tickets concerning problems addressed in the TSC documentation, shown by TSC ticket metrics, will be reduced by 10%.

Clients wait too long to be served by phone. Offnetwork clients do not have access to documents. Clients do not have assistance to solve issues after TSC

working hours.

3. Within 1 year of application development, call volume from clients to the TSC will decrease by 5%, as measured through TSC statistics.

Clients wait too long to be served by phone. Offnetwork clients do not have access to documents. TSC does not have a way to broadcast issues/outages to

clients or subsets of clients.


Offline clients have difficulty finding TSC contact information.


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srs document - jmvlock1.files.wordpress.comsrs document fe bruary 23, 2016 ... potential tsc...

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