SSO Montgomery is the primary support representative for all HP UNIX platforms purchased through the PRC Super Mini Contract. All software problems will be reported to SSO Montgomery through SMC Montgomery. The systems analyst/technician assigned the call will perform the following:

a). Login to the affected platform and diagnose the problem.

b). If the problem is a configuration problem on the local platform, the technician will coordinate and assist in correcting the problem with the local SA.

c). If the problem resolution indicates a hardware problem, SSO Montgomery will have the local SA call in the problem as described in the paragraph on hardware support.

d). If the problem cannot be resolved by the SSO Montgomery technician, the technician will place a trouble call with the software support contractor for resolution and assistance, in most cases PRC.

e). If resolution of the problem results in a "work around", SSO Montgomery will document the procedure and notify all SAs. The technician will assist the local SA with the "work around".

f). If the resolution indicates a new patch requirement, SSO Montgomery will test and include the patch in the SSO patch depot and release the new depot to platforms with instructions for installation.

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

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