communication outage work flow plan

Telematics Communications Outage Work Flow Plan

Caterpillar Confidential: Green

Communications Outage Work Flow Plan Overview

• Outage vs a Delay• Planned vs Unplanned• Outline the technical layout of the Telematics• Outline who is responsible for that Cat portion of technology• Communication Outage Flow • Outage Communication Escalation Workflow• Regional Message Communications Deployment• Impact of outage by Component• Component Outage Impact by Device

Caterpillar Confidential: Yellow

Definition of an Outage vs a Delay• If the dealer or customer is receiving an error

message, a 404 message or cannot connect when logging into an application then it is consider an outage.

• If the dealer or customer is able to log into an application and it is showing data but it is not current or they tried to refresh it because it shows last update was x amount of time ago and it does not update, then that is a delay.


Planned vs Unplanned Outage• A planned outage is when part or all of the Telematics

Production system is taken off line to do routine maintenance or a hot fix to the system while giving a 48 hour notice of this outage.

• An unplanned outage is when part or all of the Telematics Production system is taken off line to do maintenance or a hot fix to the system or the system crashes preventing users to access to all or part of the Telematics Production system with a 47 hour or less notice.


AccentureEric Phillips

Jahnavi

Mike Winchell

Eric Phillips

Mark Wright

VisionLink Data Flow Map


VSS Communication to Cat for a Planned OutageThis process is for Current Gen. Next Gen will "never" have a production outage because they conduct it live with failovers to prevent a lag.• Communications Representative writes the messages in our NH Admin tool (VSS tool) for Production, so that process

won't help Cat. But here's what the Communications Representative does:• Communications Representative is told of the upcoming outage (via email or on a schedule). • If necessary, Communications Representative clarifies:

– Which Production environment: RoW or China or both – What date – What time it starts (MT) – Planned duration

• Communications Representatives notifies Cat, Trimble and VSS in an email five days ahead of time (RoW and China). – When it's a China environment outage, I post the date and time in China Standard Time, followed by MT. This

message appears only in English and Chinese, because those are the only two options for China Production.• Communications Representative prepares the message in a spreadsheet with the date, environment and the message

in every language. I work from a generic message that we had translated in each language, and update with the date, time and duration.

• Communications Representative post the message in our tool to begin two days before the outage, usually in the morning (MT).

• Communications Representative cut’s off the message at the time of the outage (MT).Current Communication coming from Technical Communications Rep Kristy Astry [email protected] telephone 303-635-8973


mailto:[email protected]

At the time of unplanned outages, due to which if customers are impacted then VSS would be sending out a production incident communication using a predefined DL - It also contains parents / CAT DL ([email protected]) Please note: VSS won’t be communicating the unplanned outages to the end Customers or Dealers.

Tier I IT support for VSS– Anto Prakash Antony [email protected]– Murali Sagi [email protected] – Jeff Gibson [email protected]– VisionLink Support [email protected]

Information from Tier 1 Call Center– 1-888-– Jonathan Watson [email protected]

Tier II IT support for VSS– Brendon Edge [email protected]– Tier3 for VSS IT [email protected]

Tier III IT support for VSS– Corey Reeff [email protected]


VSS Communication to Cat for an Unplanned Outage









Cat Product Outage and Notification Communication Model

Cat Dealer Solution Network

Cat Dealers

Customers

Internal Audit and Decision Making Layer

Internal Awareness Notification

Innovation and Digital

(Communications)

Cat Telematics

Service Engineering

Dealer Facing Parties(DSD, PSSR, Tech Rep, ect..)

GIS IT

Corey Reeff

Dave Maddock

PCS/FIDS Product Support/ Design Control

Remote Flash DBDesign, Architect,

Development

Mark Wright

Steve Janda

Performance Monitoring

Component Outage Communication Process

Performance Outage Escalation Process

Jhanavi Eric PhillipsMark Wright

Communications Outage Flow-In1. Customer or Dealer Report’s outage to DSN or Care Center2. DSN or Care Center inquires with Telematics Engineering3. Telematics Engineering Team confirms with Component Performance Monitoring Team and sends confirmation to communicate out to all customers

Cat Customer

Care Center

Debra Conklin

External Awareness Notification

Communications Outage Flow-Out1. Component Monitoring Team sends a communication to GIS IT to let them know there is an issue2. GIS IT Team determines if there is an outage and communicates to DSN, Care Center, DSDs and M&D3. M&D then sends a communications out to all customers and internal stake holders in regards to the outage by device and function.

Telematics Monitoring Team

Mike WinchellErik Varness

DSP/PLWEB UIProduct Support/ Design Control

ED/Telematics ODS

Support/ Design Control

MMS GW Product Support/ Design Control

Cat Customer Support Model for Outage Communication Escalation being Reported

Cat Telematics Hardware

Design Control

Cat Telematics SystemsDesign Control

VodaphoneProduct Support/ Design Control

OrbcommProduct Support/ Design Control

Cat Dealer Solution Network

Cat Dealers

Customers

First Reported

Tier I

Tier II(Hidden)

Cat Electronics CPI Teams

Mike Winchell

Cat Telematics HW, UI & Services

Cat Telematics

Service Engineering

Cat Distribution Services (SOR, PSSR, Tech Rep)

IridiumProduct Support/ Design Control

GIS E&SI IT

MMS GW Product Support/ Design Control

ESB/ODBProduct Support/ Design Control

Corey Reeff

Corey Reeff

ED/Telematics ODS

Support/ Design Control

Dave Maddock

PCS/FIDS Product Support/ Design Control

DSP/PLWEB UIProduct Support/ Design Control

Remote Flash DBDesign, Architect,

Development

Jhanavi Eric PhillipsMark WrightErik Varness

TBD…? Awaiting GIS Workshop

Cat Customer

Care Center

Debra Conklin Innovation and Digital

(Communication)

Steve Janda

End User Affected

Communications in Regional Intervals


Region 1 Region 2 Region 3

Times and Hours of Regional Communication

A communication will go out on an interval outage basis, meaning if there is an outage that is occurring on during the day in the Americas and is resolved before the end of a working day then a communications with only be sent to that region. If it not resolved then a communication with be sent out to region 2 and then if it is not resolved before end of night it will be sent out to region 3. • Region 1 is 7am CST(UTC-5) to 5pm CST (UTC-5)(ASDS N&S)• Region 2 is 7am EET (UTC+2) to 5pm EET (UTC+2) (Europe & Africa)• Region 3 is 7am IST (UTC+5) to 6pm IST (UTC+5)(APD, CIS & ME)



Component ImpactEBS Gateway DataIn, Command Out and StoreIn – any or all of these may be affected for VisionLink

CAT Gateway (MMS) Historic data can be viewed/accessed via Product Link Web or VisionLink.Devices will be unable to connect to transmit data.Data will be backlogged onboard. No data loss expected.Product Support UI will be unavailable for device management.

MQ/Middleware(ESB)

Historic data can be viewed/accessed via Product Link Web or VisionLink.Data received from devices will be backlogged in MMS and will not update ODS or other data stores.

ODS Product Link Web will display but no data will populate features.Services cannot be set in Service Management Tool.VisionLink features not impacted.

Product Link Web, force.com sites

Applications on force.com will not be accessible. - Product Link Web - Dealer Services Portal - Service and User Management tools

Planned Maintenance Feature Set

Product Link Web will be functional but if user navigates to Maintenance Tab, planned maintenance features will not load.

VisionLink VisionLink application will not be accessible.Services for VisionLink cannot be set in Service Management Tool.

Dealer Maintenance Tools (Equipment Data and/or UCID)

Product Link Web and VisionLink customer facing features are not impacted.Service cannot be set in Services Management Tool for new customers/previously unsubscribed equipment.Equipment ID cannot be updated via VisionLink

Other Describe in detail the component and user impact in the additional information section.


Devices Effect by Component Outage for Product Link Hardware

LEGACY LOCATOR BASIC PRO ELITE

PL121SR

PL321SR

PL321VSR

PL522 523 PL13

1 PL141 PL241 PL631

PL641

PLE601

PLE631 PLE641

EBS Gatway-DataIn, Command Out and StoreIn – any or all of these may be affected for VisionLink

VisionLink

Product Link Web

CAT Gateway (MMS)-Historic data can be viewed/accessed via Product Link Web or VisionLink.Devices will be unable to connect to transmit data.Data will be backlogged onboard. No data loss expected.Product Support UI will be unavailable for device management.

VisionLink

Product Link Web

MQ/Middleware (ESB)-Historic data can be viewed/accessed via Product Link Web or VisionLink.Data received from devices will be backlogged in MMS and will not update ODS or other data stores.

VisionLink

Product Link Web

ODS-Product Link Web will display but no data will populate features.Services cannot be set in Service Management Tool.VisionLink features not impacted.

VisionLink

Product Link Web

Product Link Web, force.com sites-Applications on force.com will not be accessible. - Product Link Web - Dealer Services Portal - Service and User Management tools

VisionLink

Product Link Web

Planned Maintenance Feature Set-Product Link Web will be functional but if user navigates to Maintenance Tab, planned maintenance features will not load.

VisionLink

Product Link Web

VisionLink-VisionLink application will not be accessible.Services for VisionLink cannot be set in Service Management Tool.

VisionLink

Product Link Web

Dealer Maintenance Tools (Equipment Data and/or UCID)-Product Link Web and VisionLink customer facing features are not impacted.Service cannot be set in Services Management Tool for new customers/previously unsubscribed equipment.Equipment ID cannot be updated via VisionLink

VisionLink

Product Link Web

Other-Describe in detail the component and user impact in the additional information section.

VisionLink

Product Link Web

communication outage work flow plan

Marketing