Troubleshooting

Troubleshooting is often a process of elimination - eliminating potential causes of a problem.

Reproducing symptoms

One of the core principles of troubleshooting is that reproducible problems can be reliably isolated and resolved. Often considerable effort and emphasis in troubleshooting is placed on reproducibility; on finding a procedure to reliably induce the symptom to occur.

Once this is done then systematic strategies can be employed to isolate the cause or causes of a problem; and the resolution generally involves repairing or replacing those components which are at fault.

Support

Support exists on several levels; both regarding response time and scope, as well as layers/lines.

Redstone have conducted 24/7 support, with requirement for 4 hours workaround onto customer system in a blocking failure. We normally have responsibility for 2, 3 ,4 line support to be as valuable as possible. Front line support can often help customers with common tasks. First line support can however also be arrange via Redstone if required.

Client Requirements/Trends

• A common trend is that defect management has been outsourced to low-cost team
• Challenging to handle many different version and releases of a product when troubleshooting. It sometimes raises questions like “should we add this fix in other branches also?”
• Support organizations has often several support layers for complex products, and a mixture of companies (third parties) behind, each responsible for its own product

Redstone Offering/Experiences

Redstone has long experience of troubleshooting within various telecom projects and web projects. We are used to find software errors on all levels. Both real low near hardware; on bit-level, as well as closer to the end user.

• Ensure that the reported defect is repeatable
• Defect handling is often performed offshore. Redstone is used to work in various global teams where different locations has its own responsibility role
• We have worked as troubleshooter in all OSI layers, E.g. within the SS7 stack
• We have constant support for our own products

Meaning; don’t rush into a temporarily solution (unless we talking about a blocking issue and we have a requirement for a quick workaround).

Business Value

• Adequat resolutions for complex systems
• Stabile and robust workarounds and fixes for critical environments

By partnering with Redstone you are always assured of:

• A quick and correct troubleshooter with long experience