CR Definitions

Production:
Planned What we can plan well in advance.
ALL Planned Change Request are due by close of business *Monday 1700hrs P ! to "a#e the ne$t "eetings agenda% *&f Monday is a holiday CRs are due by 1'00hrs P ! on !uesday%

Inform Oncall if it is not a regular activity that we are proceeding with Planned CR and create before CR submission deadline. Unplanned Critical Inform Next level !ania " #hivani$ as soon as we see the alert"message. Perform the activity Create the %fter&the&'act (nplanned CR. )oderate$ ($: !*"%pps"#erver down+ severe performance Issue+ %pplication not responding )on Critical %ctivities which can,t be planned on that wee- and can,t wait till the next wee-. e)ail Onsite if it is during business hours. Call Onsite during Off&.ours. %fter the confirmation create unplanned CR. Wait for the CR approval. Perform the activity once CR is approved. ($: 'ixing the scripts+ modifying parameters...etc FastTrack 'ast /rac- changes do not re0uire a 1 day lead time. /hey are low ris-+ have no impact on production systems and databases+ and do not result in server or system downtime to production environments and the users production access will not be interrupted. ($: %ctivities with low ris- and low impact on prod systems

)on*Production:
FastTrack 2verything is 'ast /rac- with low ris- and low impact. Wait for the approval and as- the user to wait till (# morning hours. If it is urgent+ perform the activity and inform Onsite.

e+1 tic#ets:
Respond to tic-et within 31 min.

Inform Onsite !*% )anager " Primary Oncall. 'ix the issue If it is a !*% issue+ update the group for 31 min till you resolve. If there is no resolution within 31min+ escalate to Onsite. Inform the Onsite with details of incident and fix.

%lways activity owner will create the CR 4 If it is a !*%,s+ !*% will do the CR.

Definitions of CR !y,es:
/ype Planned !escription
Reviewed and approved through the Change )anagement Process. /his set of activities can be abbreviated or very comprehensive to deal with the significance of the Change. /he sta-eholders determine the scope of the review that the Change re0uires. Re0uires a )anagers approval. )ust have the opportunity to be discussed at a Change )anagement )eeting.

(nplanned

%n (nplanned Change is a change re0uired to software+ hardware+ etc. that was not anticipated in the current change window. /hese changes must be implemented according to the business needs sooner than the scheduled wee-ly Change )anagement meeting and"or within 1 business days. % business re0uirement dictates it must be implemented as soon as possible with a 0uic- approval process. Re0uires the approval of the CIO or any one of the CIO !irect Reports. %ll (nplanned Change Re0uests are+ however+ included in the wee-ly Change )anagement agenda and discussed after&the&fact$ at the next meeting. % change can be declared an emergency when immediate repair services are re0uired to a production environment and a e+erity1 trouble tic-et is opened in ).!. /he CIO or any one of the CIO !irect Reports may approve the change. In some instances+ the approval will be after the fact if the re0uired change is business impacting. 'ast /rac- changes do not re0uire a 1 day lead time. /hey are low ris-+ have no impact on production systems and databases+ and do not result in server or system downtime to production environments and the users production access will not be interrupted.

2mergency

'ast /rac-