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Support Plan

By jamie.burrell ·
I'm consulting for a client, and now need to run 2nd level support for an application I helped write (DW in Oracle, w/ Brio and Informatica). It looks like I've been dropped in at the very beginning, and I'm a little lost. What do I need to do?
I know a need a support plan, outlining SLAs, what our team needs to do (and what we don't), training required, escalation plan and user access required etc.
Does anyone know anything else? Is there a Lifecycle or examples on the web somewhere (like the SDLC for the full system)?

All help welcome.

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