When Production Outages should be raised:
- The Facility Stream is in Production
- The Stream is Operationally Stable
What is Operationally Stable?
The stages of a lifecycle of a facility stream, illustrated above, indicate whether a stream is Operationally Stable or not. It is important to note that the 'Go live' and 'Validation' stages are not operationally stable.
- In 'Go live', low level connection, protocol, and routing details that are often being worked out
- In 'Validation', the production data is validated, transforms tuned, etc.
When the stream is not stable, please enter a ticket via our help desk and we will be happy to assist.
Please note that when RosettaHealth receives a production issue or production outage notice from a client, phones start ringing, alarms are set off, etc. We effectively drop everything to investigate and resolve the issue or outage. Exactly the behavior and support we seek to provide. However, when the stream is not operationally stable, this has a negative impact on our ability to provide this timely service.
What exceptions exist for Operational Stable Streams?
'Operationally Stable' streams go through routine maintenance and update cycles. For instance:
- Expired Certificate
- Credentials need updated
- Client Updated appliances-software-protocols
Although these are not production outages, these are important and need to be dealt with quickly. Submit a ticket and Rosetta will make every effort to address these class of issues quickly.
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