Infrastructure
In this type of a cloud you do not share the environment with other customers.
What is a Dedicated Cloud?
These AA groups assist in engaging resources other than FLY project squads such as ESOA or AA Network.
What are Site Ops and IT Help Desk (ITHD) teams? ITOC can be considered as well.
During On Boarding walk-through it is necessary to have these defined in your application.
What are (New Relic) Alerts?
This incident management tool is used by SOC to manage tickets.
What is the IBM Control Desk (ICD)?
This is what you do first if you do not know New Relic.
Ask for help from the SRE on your squad?
In the dedicated environment this type of maintenance is coordinated with customer.
What is disruptive maintenance?
This is the coverage times provided by the development squad for Ops Support to resolve High Sev problems?
What is 24x7x365 days a year?
A walkthrough of this document is a key activity of On Boarding.
What is a Run Book?
Coverage for all incidents and critical Issues, and runbook based remediations for known issues.
What type of support can one expect from SOC?
Each time this occurs when a new alert is flagged by New Relic.
What is creating a new Incident in ICD (SOC Ticketing tool)?
In a disaster situation at any one data center in the IBM Cloud or at AA, this tool allows systems to be available to the customer.
What is Akamai?
These are my responsibilities afetr opening a high severity Cloud Ticket.
What is being available and responsive to the Cloud engineer working your ticket?
This role in the Support model coordinates all the on boarding activities.
What is the Solution Support Engineer (SSE)?
Tool based Monitoring, initial Triage and routing of issues to FLY Dev Squads, IBM Cloud and 3rd Parties.
What support services does SOC Offer?
When reviewing your application errors it is important to also review the impact of the errors on this measure.
What is the APDEX Score?
2 Active data centers (WDC04 and DAL10) are used in conjunction with Akamai to achieve this continuous operation feature.
What is High Availability in the IBM Cloud Environment?
These are the key artifacts and activities required to get your app into Soc Support.
What are the Runbooks, Training, setting up monitors and alerts?
The guideline is to engage the SOC for these many weeks prior to go-live for On Boarding.
What is the 7 week guideline?
(It would be your Dev time if less than 7 weeks.
You can go to the url (https://console.bluemix.net/docs/get-support/getstarttssup.html#typesofsupport) to create this.
How do I open a ticket directly to IBM Cloud Support?
This value in New Relic Apdex represent the tolerable response times in the APDEX calculation.
What is the T-Value?
This cloud feature allows us to initiate and shut down application instances to meet capacity on demand.
What is Autoscaling?
This is what should you do when you experience an issue with your Cloud session.
What is First checking with other members of your squad and if necessary get a ticket opened to to IBM Cloud?
Training SOC Staff on run books; Learning the ICD Tool; Providing Alert Policies; Setting up on call lists.
Name 4 Key activities required to On Board a new app into SOC support?
This person is the SOC contact to AA management and development teams for Cloud and application support.
Who is a SOC Solution Support Engineer (SSE)?
These four types of synthetic monitors are provided by New Relic.
What are Ping Monitors, Simple browser monitors, Scripted browser monitors, API Tests?