System and Software Support Plan
(SSSP)
Transportation Grant Fund Database
Team 14
Karim Sacre – Project Manager
Kirill Khistayev – System Architect
Stephen Rice – IIV&V
Darren Liu – Tester
Zhanna Seitenova – Lifecycle Planner
Ayman Khalil – Operational Concept Engineer
April 26, 2012
System and Software Support Plan (SP)
Version 1.1
Version History
Date
Author
Version
Changes made
Rationale
04/06/12
AK
1.0
 Drafting SP document
 Draft TRR
04/26/12
AK
1.1
 Updating document version to 1.1
 IOC2
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Table of Contents
SYSTEM AND SOFTWARE SUPPORT PLAN (SSSP) ............................................................................... I
VERSION HISTORY ..................................................................................................................................... II
TABLE OF CONTENTS .............................................................................................................................. III
TABLE OF TABLES ....................................................................................................................................IV
1.
2.
3.
4.
Support Objectives and Assumptions ................................................................................................................1
1.1
Support Objectives.....................................................................................................................................1
1.2
Support.......................................................................................................................................................1
Support Strategy ................................................................................................................................................1
2.1
Support Lifetime ........................................................................................................................................1
2.2
Release Strategy.........................................................................................................................................2
2.3
Release Requirement Determination .........................................................................................................2
2.4
Release Process ..........................................................................................................................................2
Support Environment .........................................................................................................................................3
3.1
Hardware ...................................................................................................................................................3
3.2
Software .....................................................................................................................................................3
3.3
Facilities.....................................................................................................................................................4
Support Responsibilities ....................................................................................................................................5
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Table of Tables
Table 1: Description of Software required in Support Plan ..........................................................................................3
Table 2: Stakeholders and their supporting responsibilities .........................................................................................5
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1. Support Objectives and Assumptions
1.1 Support Objectives
This document aims to identify what is required in order to support and sustain the TGF system after it is
delivered and put into production. The main objectives are:
 Identify the technical support options with the various COTS that are used and tailored in the TGF
system
 Ensure that the system maintainers are capable of handling emerging requirements based on the
users’ feedback after using the system and possible changes in LADoT’s business workflow
 Ensure that the delivered system will indeed eliminate the paper work required for generating the
quarterly report up to the point when the quarterly reports are sent out to METRO for final
approval
 Ensure that the client is aware that the USC development team support for the system ends by
May 4th, 2012
1.2 Support
In order for the support plan to be workable, the following assumptions must be valid:
 The licenses for SharePoint, PM Central and Muhimbi’s PDF convertor are valid and renewed as
per the vendor’s requirement (Microsoft, Bamboo Solutions and Muhimbi, respectively)
 System maintainers will continue to be accountable for maintaining the system during its lifetime
 End users, especially program managers, will be responsible for providing the maintainers with
constructive feedback about the system and will work cooperatively with them in case of emergent
requirements or unexpected system behavior
2. Support Strategy
2.1 Support Lifetime
The USC development team is held accountable for supporting the delivered system up until May 4th, 2012.
However, the customer will receive appropriate support for the various COTS used by the system provided
that he maintains a valid license status with the vendors. The support information needed for the used
COTS are:
 Microsoft SharePoint: Microsoft provides technical support for SharePoint for its customers
through email, chat and phone calls through the following link:
http://support.microsoft.com/contactus?ws=mscom
 PM Central: Bamboo Solutions provides technical support for their clients. However, they require
them to sign up for membership through which they can manage their support requests and keep
track of them. Members can sign up/login through the following link:
https://store.bamboosolutions.com/signin.aspx?returnurl=hdDefault.aspx%3f
 Muhimbi’s PDF converter: Muhimbi provides a rich set of resources for supporting their products
including documentation, FAQs, live chat and discussion boards. Support information can be
accessed through the following link:
http://www.muhimbi.com/support.aspx
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2.2 Release Strategy
During the active product support period, the customer should expect one to two minor releases after the
first system transitioning activity. The releases are expected to contain bug fixes, data validation and UI
enhancements. Each release will be transitioned to the production site cooperatively by the development
team and the system maintainers. Training, if any, will be provided to the affected audience right after the
release is shipped.
2.3 Release Requirement Determination
The major criteria for determining if a new release is required will be:
 Testing results acquired by testers
 Feedback from the system’s end users
 Maintainers experience with operating the system and adding users
All the previous criteria are subject to the constraints imposed by the schedule and scope of the project as
identified by the shared vision between the client and the development team.
2.4 Release Process
Following is the process that should be followed for each new release:
 A set of fixes/updates are agreed upon to be included in a specific release following the criteria
specified in section 2.3
 The developers will prepare the release as an updated version of the site template used to create
new projects in the TGF system
 Testers will be validating the new release performing the required set of progression test and
possibly, new test cases
 The developers will update the development environment with the new site template
 The system maintainers will be notified that a new release will take place
 The new site template will be transitioned to the production site
 Developer tests will take place to make sure that the new site template is working as expected
 The affected audience will be notified that a new release has taken place and, if required, trained
to use the new functions shipped with the release
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3. Support Environment
In the following sections, the environmental hardware and software utilities required for the long-term use
of the system are specified:
3.1 Hardware
In order to maintain the delivered system, the following hardware specifications should be met:
 64-bit processor
 8 GB RAM
 80 GB for system drive
3.2 Software
Table 1: Description of Software required in Support Plan
Software Requirement:
Rationale:
User/Operator Manual:
Availability Information:
Note:
Software Requirement:
Rationale:
User/Operator Manual:
Availability Information:
Note:
Software Requirement:
Rationale:
User/Operator Manual:
Availability Information:
Note:
Software Requirement:
Rationale:
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Microsoft SharePoint Server 2010 – Central Administration
Provides web based CMS solution and development infrastructure and it is a
prerequisite for PM Central. Central Administration is part of SharePoint and
provides a rich set of tools to maintain and support SharePoint
http://support.microsoft.com/contactus?ws=mscom
The item is actively supported by the vendor for customers who maintain
valid license status
LADoT system maintainers have knowledgeable SharePoint resources who
can support and maintain SharePoint
PM Central Version 3.0
Provides project management solutions and web parts that are built on top of
SharePoint. It also integrates with Central Administration where new feature
upgrades can be monitored
https://store.bamboosolutions.com/signin.aspx?returnurl=hdDefault.aspx%3f
The item is actively supported by the vendor for customers who maintain
valid license status
It is strongly recommend that the customer sign up for membership with
Bamboo Solutions in order to receive and manage support related info
PDF Converter Version 5.2
PDF converter is required to convert quarterly reports to PDF as SharePoint
doesn’t provide native support for it. It also integrates with Central
Administration and provides basic support about the status of the conversion
service and the set of supported file formats
http://www.muhimbi.com/support.aspx
The item is actively supported by the vendor for customers who maintain
valid license status
Muhimbi’s help desk promises to answer support questions within 24 hours
Subversion Version 1.7
Subversion is required to keep track of and maintain the different versions of
the following system deliverables:
 Site Template
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

User/Operator Manual:
Availability Information:
Note:
Software Requirement:
Rationale:
User/Operator Manual:
Availability Information:
Quarterly Reports forms
System Documentation
http://subversion.apache.org/docs/
Since subversion is an open source software, a tremendous amount of
support is available online and for free
Subversion is already used and setup in LADoT’s environment
InfoPath 2010
InfoPath is required to modify the quarterly reports in case of emergent
requirements that may take place in the future
The maintainer should consult the administrators user manual that will be
delivered once the system is transitioned
The USC team is available for support until May 4th, 2012. However, for
generic InfoPath support the customer should consult
http://msdn.microsoft.com/en-us/office/aa905515
Note:
Software Requirement:
Rationale:
User/Operator Manual:
Availability Information:
SharePoint Designer 2010
SharePoint designer is recommend for editing lists, document libraries,
views and workflows in case of emergent requirements that may take place
in the future
http://msdn.microsoft.com/en-us/sharepoint/hh850380
The item is actively supported without any license requirements as the
product is provided free of charge
Note:
3.3 Facilities
Aside from LADoT’s production server, no special facilities are required for maintaining the delivered
system. The server should be connected to the internal network at all time to ensure maximum availability
to the end users. It is also recommended that the server be connected to the internet in order to receive auto
updates and hotfixes for the operating system and SharePoint as soon as they are available.
New releases for the system are only required to be installed on the server side; nothing will be installed on
the end user’s machine.
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4. Support Responsibilities
Table 2: Stakeholders and their supporting responsibilities
Stakeholder
LADoT IT department
(Responsible personnel:
Richard Harada, Mony
Patel, Paul Tsan and
others)
USC development
team*
Supporting roles
 System Administration
 Software Maintenance
 Network troubleshooting and
maintenance
 Maintaining Active Directory
 Users training and help desk


System upgrades and releases
Users training
#
5
4
Supporting Skills
 SharePoint and PM Central
administration and maintenance
 Network administration and
configuration
 Windows Server and Active
Directory administration


SharePoint administration and
development
Good relationships with the end
users that helps providing
effective user training
* USC development team provide their supporting services until May 4 th, 2012
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