Best Regards,

Vani Thangaraju
HSDS & CASE - SQA
Global Business Services
Consumer Insights,Homescan
The Nielsen Company
Desk: +91 44 67424612
Mobile:+91 98408 57512
www.nielsen.com

From: Winks, Andrew

Sent: Wednesday, September 09, 2009 3:07 PM
To: Thangaraju, Vani
Cc: Mukundhan, Arunkumar (TCS Consultant); Subramanian, Punithavel; Badrinarayanan,
Vimalnath; Field, Todd; Vincent, Maria L
Subject: RE: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness

Many thanks Vani, you and the team have done great work.
We don’t have anything else to check now.

Kind regards,
Andrew Winks
Lead Analyst
Support & Deployment - Consumer Insights Systems
Technology - Application Development
The Nielsen Company
Phone: +64 9 9704188
Fax: +64 9 9704189
DDI: +64 9 9703665
Mobile: +64 21 522208
www.nielsen.com

From: Thangaraju, Vani

Sent: Wednesday, 9 September 2009 9:25 p.m.
To: Winks, Andrew
Cc: Mukundhan, Arunkumar (TCS Consultant); Subramanian, Punithavel; Badrinarayanan,
Vimalnath; Field, Todd; Vincent, Maria L
Subject: FW: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness

Andrew,

We have tested the following APAC countries. Orders submitted successfully. We monitored
the order status through frontend, as our generic unix passwords are expired.

Test
Countries Order Order status
Completed
Thailand 128936Successfully
Completed
Indonesia 249719Successfully
Australia 290407Completed
 Successfully

Kindly let us know, incase anything is required.

Best Regards,
Vani Thangaraju
HSDS & CASE - SQA
Global Business Services
Consumer Insights,Homescan
The Nielsen Company
Desk: +91 44 67424612
Mobile:+91 98408 57512
www.nielsen.com

From: Winks, Andrew

Sent: Wednesday, September 09, 2009 1:48 PM
To: Thangaraju, Vani
Cc: Mukundhan, Arunkumar (TCS Consultant); Subramanian, Punithavel; Badrinarayanan,
Vimalnath
Subject: RE: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness

Thanks Vani.
Perhaps test some other countires.
I think it is looking okay for CASE FE

We just need to sort out unix login now

Andrew Winks
Lead Analyst
Support & Deployment - Consumer Insights Systems
Technology - Application Development
The Nielsen Company
Phone: +64 9 9704188
Fax: +64 9 9704189
DDI: +64 9 9703665
Mobile: +64 21 522208
www.nielsen.com

From: Thangaraju, Vani

Sent: Wednesday, 9 September 2009 8:14 p.m.
To: Winks, Andrew
Cc: Mukundhan, Arunkumar (TCS Consultant); Subramanian, Punithavel; Badrinarayanan,
Vimalnath
Subject: RE: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness

Hi Andew,

Test Order submitted and completed successfully – #290407. It’s a simple test order for
sanity testing.
Kindly let us know, I case you want us to submit any huge orders or you want us to test
anything specifically.

Meanwhile, I will submit one test project.

Best Regards,
Vani Thangaraju
HSDS & CASE - SQA
Global Business Services
Consumer Insights,Homescan
The Nielsen Company
Desk: +91 44 67424612
Mobile:+91 98408 57512
www.nielsen.com

From: Winks, Andrew

Sent: Wednesday, September 09, 2009 1:29 PM
To: Thangaraju, Vani
Subject: RE: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness

Yes please, the problem is orders would not process

Andrew Winks
Lead Analyst
Support & Deployment - Consumer Insights Systems
Technology - Application Development
The Nielsen Company
Phone: +64 9 9704188
Fax: +64 9 9704189
DDI: +64 9 9703665
Mobile: +64 21 522208
www.nielsen.com

From: Thangaraju, Vani

Sent: Wednesday, 9 September 2009 7:57 p.m.
To: Winks, Andrew; Mukundhan, Arunkumar (TCS Consultant)
Cc: Badrinarayanan, Vimalnath; Subramanian, Punithavel
Subject: RE: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness

Hi Andrew,

We are able to logon to CASE with Australian database.

Would you like to verify a sanity test?

Best Regards,
Vani Thangaraju
HSDS & CASE - SQA
Global Business Services
Consumer Insights,Homescan
The Nielsen Company
Desk: +91 44 67424612
Mobile:+91 98408 57512
www.nielsen.com

From: Winks, Andrew

Sent: Wednesday, September 09, 2009 11:37 AM
To: Mukundhan, Arunkumar (TCS Consultant); USA CI Homescan - CASE L3 Technical
Support
Cc: Thangaraju, Vani; Badrinarayanan, Vimalnath
Subject: RE: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness
Thanks Arun, do you want an update on anything?
The problem we observed was the server being unresponsive in telnet and ftp, and
orders not being processed.
Andrew Winks
Lead Analyst
Support & Deployment - Consumer Insights Systems
Technology - Application Development
The Nielsen Company
Phone: +64 9 9704188
Fax: +64 9 9704189
DDI: +64 9 9703665
Mobile: +64 21 522208
www.nielsen.com

From: Mukundhan, Arunkumar (TCS Consultant)

Sent: Wednesday, 9 September 2009 5:54 p.m.
To: Winks, Andrew; USA CI Homescan - CASE L3 Technical Support
Cc: Thangaraju, Vani; Badrinarayanan, Vimalnath
Subject: RE: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness

Andrew,

I am in call , more over we have Punithavel , Vimal and Vani in call

Thanks,
Arun

From: Winks, Andrew

Sent: Wednesday, September 09, 2009 1:52 AM
To: USA CI Homescan - CASE L3 Technical Support
Subject: FW: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness
Importance: High

2nd email to Todd’s team

Andrew Winks
Lead Analyst
Support & Deployment - Consumer Insights Systems
Technology - Application Development
The Nielsen Company
Phone: +64 9 9704188
Fax: +64 9 9704189
DDI: +64 9 9703665
Mobile: +64 21 522208
www.nielsen.com

From: Winks, Andrew

Sent: Wednesday, 9 September 2009 4:27 p.m.
To: USA CI Homescan - CASE L3 Technical Support
Subject: FW: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness
Importance: High
Can we please have someone from the team join the call
Andrew Winks
Lead Analyst
Support & Deployment - Consumer Insights Systems
Technology - Application Development
The Nielsen Company
Phone: +64 9 9704188
Fax: +64 9 9704189
DDI: +64 9 9703665
Mobile: +64 21 522208
www.nielsen.com

From: Incident Management

Sent: Wednesday, 9 September 2009 3:17 p.m.
To: Abeleda, Ernie; George, James; Bhuvanendran, Rajaram; Winks, Andrew; UNIX Offshore
Tech Leads; UNIX support offshore; Forbes, Jonathan; UNIX Tower North America Onsite;
TNC-NW-OFFSHORE; Network-HAT; Moore, Elizabeth
Cc: Incident Management
Subject: Raised to Sev1 - Immediate Attention Req :HD397047: ACNUX06 slowness

Hi Team,

Please join this bridge now!!

US Toll Free India Toll Free Participant Code

1-877-384-2311 000-800-100-7072 341219

Regards
Jaganmohan PV
Incident Management - Technology
Work: +1 310-974-3011
On Call: +91 974 037 6668
incidentmanagement@nielsen.com

From: Moore, Elizabeth

Sent: Tuesday, September 08, 2009 11:10 PM
To: Incident Management
Cc: N, Praveen; Ghosh, Agamani; Abeleda, Ernie; George, James; Bhuvanendran, Rajaram;
Winks, Andrew; UNIX Offshore Tech Leads; UNIX support offshore; Forbes, Jonathan
Subject: RE: Sev2 - Immediate Attention Req : FW: CCM Ticket HD397047: ACNUX06
slowness

1. How many users are affected?

There are 274 regular CASE users across 8 Asia Pacific countries. So far it has only been Australia that
is feeling the impact.
17 users have been affected by this problem so far today. As the day progresses and more Asia users
log in, that count will grow.

2. What is the Business Impact?

CASE is used to create reports for clients. Each country will have different deliverables due. The current
slowness of acnux06 is increasing the average analysis processing time from about 5 minutes to 60+
minutes. When the demand on the server increases, this will drastically increase the time it takes for the
reports to be generated which could lead to delays in the reports being delivered to the clients.

3. Is it affecting production?
If it is not resolved today, the Australia production run will be affected tomorrow.

4. What are the Applications affected?

CASE – Consumer and Shopper Explorer.

5. Do we have any client deliverables impacted?

So far we have 2 client deliverables that will be impacted by this issue

One user is running a large number of orders in preparation for a Monday deliverable. They will not be
able to finish the report on time at this rate of processing.
Name of client: Wrigleys
Deadline: Mon 14th Sept
Revenue: $65k

Another user has an analysis that has been waiting for 100+ minutes required for a brief due today for
Arnotts
Name of client: Arnotts
Deadline: Today is the deadline
Impact: its part of a wider brief for Arnott's $120k subscription

As more users start using CASE today, the number of reported deliverables impacted will increase.

6. If Clients are Impacted Please provide the client names and deadlines/SLA. (Provide SLA indicating
timelines)
See detail in 5.

7. Please indicate if we have missed/about to miss an SLA with a client. Request the respective timelines.

Regards,
Elizabeth

Elizabeth Moore
Operations Executive
CPS IVPO
The Nielsen Company
+61 2 8873 7542
www.nielsen.com

From: Incident Management

Sent: Wednesday, September 09, 2009 12:23 PM
To: Moore, Elizabeth
Cc: N, Praveen; Ghosh, Agamani; Abeleda, Ernie; George, James; Bhuvanendran, Rajaram;
Winks, Andrew; UNIX Offshore Tech Leads; UNIX support offshore; Forbes, Jonathan; Incident
Management
Subject: RE: Sev2 - Immediate Attention Req : FW: CCM Ticket HD397047: ACNUX06
slowness

Hi Elizabeth,

A severity Ticket has been opened with ticket 397046. In order to analyze the impact we need the
required information.

1. How many users are affected?

2. What is the Business Impact?

3. Is it affecting production?

4. What are the Applications affected?

5. Do we have any client deliverables impacted?

6. If Clients are Impacted Please provide the client names and deadlines/SLA. (Provide SLA indicating
timelines)

7. Please indicate if we have missed/about to miss an SLA with a client. Request the respective timelines.

Request you to respond ASAP

Thank You,
Incident Management Team
On-Call: +91-9740376668
DESK: +1 310 974 3011
Website : Open Severity Incidents Link
Email : Incidentmanagement@nielsen.com
From: Incident Management
Sent: Tuesday, September 08, 2009 10:19 PM
To: Forbes, Jonathan
Cc: N, Praveen; Ghosh, Agamani; Abeleda, Ernie; George, James; Bhuvanendran, Rajaram;
Winks, Andrew; Incident Management; UNIX Offshore Tech Leads; UNIX support offshore
Subject: RE: Sev2 - Immediate Attention Req : FW: CCM Ticket HD397047: ACNUX06
slowness

Looping Jonathan.

Thank You,
Incident Management Team
On-Call: +91-9740376668
DESK: +1 310 974 3011
Website : Open Severity Incidents Link
Email : Incidentmanagement@nielsen.com
From: Incident Management
Sent: Tuesday, September 08, 2009 10:16 PM
To: UNIX Offshore Tech Leads; UNIX support offshore
Cc: N, Praveen; Ghosh, Agamani; Incident Management; Abeleda, Ernie; George, James;
Bhuvanendran, Rajaram; Winks, Andrew
Subject: RE: Sev2 - Immediate Attention Req : FW: CCM Ticket HD397047: ACNUX06
slowness
Hi Team,

As discussed, Please provide the status and do the needful at the earliest.

Thank You,
Incident Management Team
On-Call: +91-9740376668
DESK: +1 310 974 3011
Website : Open Severity Incidents Link
Email : Incidentmanagement@nielsen.com
From: Bhuvanendran, Rajaram
Sent: Tuesday, September 08, 2009 10:10 PM
To: UNIX Offshore Tech Leads; UNIX support offshore
Cc: N, Praveen; Ghosh, Agamani; Incident Management; Abeleda, Ernie; George, James
Subject: RE: Sev2 - Immediate Attention Req : FW: CCM Ticket HD397047: ACNUX06
slowness
Importance: High

Team,

Any update on this, requesting someone to acknowledge for the below issue.
With Regards
Rajaram Bhuvanendran| Application Hosting - Sydney, Australia | TCS - Consultant @ The Nielsen
Company| +61 2 8873 7157 |  +61 (0) 416 098 045 | Mail: rajaram.bhuvanendran.ap@nielsen.com

From: Incident Management

Sent: Wednesday, 9 September 2009 11:50 AM
To: Bose, Nirmal
Cc: N, Praveen; Ghosh, Agamani; UNIX Offshore Tech Leads; UNIX support offshore;
Bhuvanendran, Rajaram; Help - Infrastructure Service Desk
Subject: FW: Sev2 - Immediate Attention Req : FW: CCM Ticket HD397047: ACNUX06
slowness
Importance: High

Hi Team,

Please raise a SEV 2 incident and assign it to UNIX Team ASAP.

Thank and Regards

Chendrayan V
Incident Management Team
On-Call: +91-9740376668
VOIP: +1 310 974 3007 x 29167/ 29196 / 29122
From: Bhuvanendran, Rajaram
Sent: Tuesday, September 08, 2009 9:47 PM
To: Incident Management; UNIX Offshore Tech Leads; UNIX support offshore
Cc: Winks, Andrew; George, James
Subject: Sev2 - Immediate Attention Req : FW: CCM Ticket HD397047: ACNUX06 slowness
Importance: High

Dear Team,
Kindly raise the severity level of this ticket to Sev2 and requesting the Unix team to
look in to this immediately. It’s been affecting the production. Kindly call me for any
clarification and issue .

Kindly refer the tickets raised w.r.t this issue.

1. Sev2 - HD397046
2. HD397047
With Regards
Rajaram Bhuvanendran| Application Hosting - Sydney, Australia | TCS - Consultant @ The Nielsen
Company| +61 2 8873 7157 |  +61 (0) 416 098 045 | Mail: rajaram.bhuvanendran.ap@nielsen.com
From: Abeleda, Ernie
Sent: Wednesday, 9 September 2009 11:41 AM
To: Bhuvanendran, Rajaram
Subject: FW: CCM Ticket HD397047: ACNUX06 slowness
Importance: High

Ernie Abeleda
Associate Consultant
Tata Consultancy Services (TCS)
email: ernie.abeleda.ap@nielsen.com
Phone: +61 2 8873 7113
Mobile: +61 (0)414 564 933

From: Winks, Andrew

Sent: Wednesday, 9 September 2009 11:36 AM
To: Abeleda, Ernie
Subject: FW: CCM Ticket HD397047: ACNUX06 slowness
Importance: High

Andrew Winks
Lead Analyst
Support & Deployment - Consumer Insights Systems
Technology - Application Development
The Nielsen Company
Phone: +64 9 9704188
Fax: +64 9 9704189
DDI: +64 9 9703665
Mobile: +64 21 522208
www.nielsen.com

From: Ng, Graham

Sent: Wednesday, 9 September 2009 12:15 p.m.
To: USA CI Homescan - CASE L3 Technical Support
Cc: Winks, Andrew
Subject: RE: CCM Ticket HD397047: ACNUX06 slowness

Hi
Sorry, this issue is actually a Unix issue (I’ll redirect the issue to them), however, it might be a good idea
to check application side in case there’s something related

Graham

From: Ng, Graham

Sent: Wednesday, 9 September 2009 12:05 p.m.
To: USA CI Homescan - CASE L3 Technical Support
Cc: Winks, Andrew
Subject: CCM Ticket HD397047: ACNUX06 slowness

Hi

Currently logged as severity 3, please investigate as soon as possible.

Graham.

From: Moore, Elizabeth

Sent: Wednesday, 9 September 2009 11:54 a.m.
To: APAC Infrastructure Services
Cc: AUS CPS A-P CASE Support
Subject: ACNUX06 slowness

Hi,

The AP UNIX server ACNUX06 located in Sydney Australia is performing very very slowly. Connecting
via ftp it takes minutes for the files to be listed and connecting through a telnet session takes much longer
than normal.

CASE processing has slowed to a crawl.

Can someone please look into this ASAP?

Regards,
Elizabeth

Elizabeth Moore
Operations Executive
CPS IVPO
The Nielsen Company
+61 2 8873 7542
www.nielsen.com