Electric Power Group, LLC (EPG)electricpowergroup.com/webinars/EPG_Webinar10_EPG_Process_for... ·...

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Welcome!The meeting will begin at 2:00 p.m. ET / 11:00 a.m. PT October 18, 2017

Today’s Topic: EPG Process for Providing Timely Support on Synchrophasor

ApplicationsRegistration URL: https://electricpowergroup2.webex.com/

Webinar Teleconference Number: 1-650-479-3208Access code: 666 344 698

Please mute your phone during the presentation.We will encourage discussion at planned QA session.

Thank you for your cooperation.For any technical issues with this webinar, please contact [email protected] or call (626) 685–2015

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Webinar

October 18, 2017

Presented by

Ajay Das, EPG

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Today’s Agenda

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▪ Support Objective

▪ Overview of EPG support process

▪ Managing customer request and support issues

> Documenting – Collecting support issues

> Reviewing – Updating issues with supporting information

> Tracking – Use of commenting system and emails

> Closing – Periodic review and closing of tickets

▪ EPG’s Online support system

▪ FAQ’s, Tools and Summary

▪ Discussion – Your Experience, Questions, Suggestions

© Electric Power Group 2017. All rights reserved

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▪ Provide easy access to EPG’s Support team and SME’s via

> Email

> Phone

> Online support website

▪ Provide timely support

▪ Assist customers with

> Use of application

> Troubleshooting

> Knowledge sharing

> Best practices

3© Electric Power Group 2017. All rights reserved

| 4© Electric Power Group 2017. All rights reserved

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EPG’s Support Process Overview

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Document

• Collect issues

• Add Additional information

• Evaluate and assign

Review

• Review tickets

• Identify gaps

• Collect missing information

• Prioritize and plan

Track

• Develop response

• Test and verify

• Update customers

Close

• Implement

• Review lessons learned

• Close ticket


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Document

• Issue identified by Customer

• Non-Customer signals showing up in Server Configuration

• Issue added to JIRA and assigned to Neeraj Nayak

Review

• Ticket reviewed by SMEs

• Server screenshots added

• Identified Non-Customer signal in one case file used by Customer during testing

Track

• Issue identified as Configuration Issue

• EPG updated Customer on expected behavior

• Updated in JIRA comments

Close

• Issue marked resolved

• Customer stated issue can be closed

• Issue was closed


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Issue Type (Severity) Description Response Time

Application Failure Application ceases to function. Holds up critical workflow. Any preliminary troubleshooting by restarting application does not solve issue.

Immediate

Blocker Application does not fail. Primary functions of the application are not working. High impact on day to day usability.

2 to 4 Hours

Critical Primary functions of the application not working as expected. Medium impact on day to day usability.

1 to 2 Days

Major Secondary functions of the application are not working. Low impact on day to day usability.

3 to 5 Days

Medium and Below Nice to have functions are not working. New feature requests. Suggestions for improvement. Does not impact day to day usability.

Next Patch or Major Release


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Level1

Support Team

Level2

Coordinated Response

Level3

Subject Matter Experts – SMEs

Level4

Executive

[email protected](626) 685 2015support.electricpowergroup.net

Carrera@ electricpowergroup.com

Mo@ electricpowergroup.com

Bhaman@ electricpowergroup.com


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▪ 125 Support tickets logged> Other support requests were addressed and closed over the Phone and Email

▪ Issues are categorized by> Functional – unexpected behavior

> Infrastructure – data flow issues, security / permissions, system performance, customer environment

> Configuration – misconfigurations, configuration changes, how-to questions

> Enhancement – improving and developing new and/or existing functions


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▪ Access, Create, and Track Support Issues


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1. Login to EPG online support system

> Navigate to https://support.electricpowergroup.net

2. If you need access

> Send an email to EPG support

3. If you cannot remember your EPG JIRA username or password

> Click on “Can’t access your account?” link


https://support.electricpowergroup.net/

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1. Click Create on top menu

> Opens create issue form popup

2. Enter mandatory fields

> Project, Issue Type, Summary, Priority, Components, Affects Version, Fix Version, Assignee, Environment/OS

3. Enter description (optional)

4. Attach supporting materials (optional)

5. Click Create on form

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1

2

3

4

5


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1. Issue is cloned by EPG staff for internal tracking

2. Comments added as progress is made

> Click comment button to add new comment

3. Customers receive automatic email notification

> Includes issue reference and updated content

> Links to support ticket and update

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1

2

3


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▪ Review of support issues daily

▪ Assign Issues to Support Team for Resolution

> Development team – software solution

> Power System Engineers – algorithm, calculation results review

> Product Managers – review of functions and feature request

▪ Establish Response Plan

> Review with customer and EPG Support Team

> Execution is based on issue type and severity

▪ Log Response Plan and Track Progress

> JIRA is updated with work progress

> Update emails are sent out to subscribers


| 15© Electric Power Group 2017. All rights reserved

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▪ How to access EPG Online Support System?

> Use https://support.electricpowergroup.net. Contact EPG if you need access.

▪ Whom do I assign support related tickets?

> When creating new support tickets, all new tickets to be assigned to support lead

▪ What kind of issues can I report?

> Functional issues, feature requests, performance issues, unexpected behavior, and feedback.

▪ How soon can I expect to hear back?

> Issue acknowledgement is done typically within one day.

▪ How soon the issue is going to be resolved?

> Resolution depends on priority and complexity of the issue.

> Some issues may need coordinating with EPG and Customer IT staff.

> New features may require planning with product release cycle.

▪ How do I track progress?

> Updates added through JIRA comments, subscribe to ticket to get update emails.



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Customer Support

issue

EPG Support

Resolved and Closed

Issue

[email protected]

+1 (626) 685-2015

https://support.electricpowergroup.net



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▪ EPG Support process> EPG provides support via phone, email and online support system

> Documenting support issues

> Reviewing and evaluating tickets for completeness and priority

> Tracking support issue tickets using comments, email notifications

> Closing tickets and documenting lessons learned

> Support escalation process

▪ Best practices and expectations> Documenting support issues in JIRA

> Update and track support issues using JIRA comments and emails

> Close tickets no longer needed to be worked on

> Response time depends on issue type, typically within a few hours


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▪ Your Experience, Questions, Suggestions


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▪ Q&A

▪ Issue Tracking

− Your Experience

− Use Cases

− Suggestions

▪ Next Webinar Focus

− Priority

− Other topics


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▪ Extracting large amounts of synchrophasor data efficiently for offline analysis. (August 2016)

▪ Quickly creating an event report that could be distributed to operators, engineers and managers. (Sept. 2016)

▪ System Model Validation for MOD-33 Requirement (Oct. 12)

▪ Configuring alarms and validate parameters to provide meaningful results for operators. (Dec 14)

▪ Synchrophasor Intelligence in EMS for Use in Operations (Jan 2017)

▪ Use Cases of Linear State Estimator Technology for Grid Resiliency (Feb 2017)

▪ Delivering Reliable and Validated PMU Data for Use by Operators (April 2017)

▪ Generator Model Validation using PMU data for MOD-26, MOD-27 Requirements (June 2017)

▪ Oscillation Event Mining for Use in Event Analysis, Model Validation and Operations (August 2017)

▪ EPG Process for Providing Timely Support on Synchrophasor Applications (October 2017)

▪ Monitoring, Detection and Analysis of Oscillations in Real-Time

▪ Using composite alarms as early warning for operator action

• Addressing data issues, such as PMU timing, phase correction, etc.

• ePDC/DataNXT/RTDMS pub/sub Synchrophasor Distribution Service

• Remote/Mobile access with local host for real-time monitoring and event diagnostics during emergencies

• Other topics?21


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Thank you for participating!

If you have any questions regarding any part of the webinar, please contact us at [email protected]

201 S. Lake Ave., Ste. 400Pasadena, CA 91101

626-685-2015

http://electricpowergroup.com/webinars.html

mailto:[email protected]

http://electricpowergroup.com/webinars.html

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