When a software problem is suspected by the System Administrator they should contact SMC Montgomery who, in turn, will contact SSO Montgomery. The SSO will validate the nature and source of the problem. In many cases, a hardware error may actually be a software error forcing the hardware to perform abnormally. If it is determined that the problem is actually hardware follow these procedures:

a). The local hardware Point of Contact (POC) will be instructed by the SMC or SSO to report the problem to the appropriate hardware support contractor for assistance. Currently this contractor is PRC at 1-800-853-6464. The local System Administrator must know the platform serial number and delivery order number for the platform.

b). The local SA should report the call using local standard configuration management control procedures and problem tracking policy.

c). The local SA should then report the hardware call to SMC Montgomery for reference and monitoring.

d). The local SA should coordinate the hardware repair with the hardware contractor.

e). If the hardware repair requires a software patch, report this to the SSO systems analyst/technician assigned to the call by the SMC Montgomery. The technician will acquire any patches to resolve the hardware problem and release a new patch depot if necessary.

f). The local SA should report the call closed to local CM office and to SMC Montgomery.

Prepared by: Everette Smith, Impact Innovations Government Group, Inc.

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