PTP Oncall Refresher Quiz - part 2

As per the Systems Availability SLA (AO 87), how many hours should a P3 ticket be resolved?

• 4 hrs

• 12 hrs

• 24 hrs

Which of the following in NOT part of the 3 components that calculate an Incident ticket's priority?

• Scope

• Severity

• Symptom

• Type of Impact

Schedules/job names that start with "PC" are under which application/module?

• PC (Project Costing)

• PCDW (Project Costing Datawarehouse)

• REMAP

New or updated runbook instructions should be uploaded in AKN within ____ after the new error was encountered.

• 7 days

• 5 days

• 10 days

If the investigation of the root cause or the resolution steps has already taken ____ and is still ongoing, escalate to the secondary or application POC.

• 60 mins

• 15 mins

• 30 mins

Which page in the runbooks can you find the generic instructions for resolving an alarm?

• On call's please read

• Oncall Basic Troubleshooting

• Module Documentation

When looking for resolution instructions in the runbook, the error message from the logs should exactly match what you are looking for in the runbooks.

• TRUE

• FALSE

Answer explanation

To execute commands for Daemon/Repeater/Adhoc jobs in MARVIS, this option should be used:

• Execute a Command

• Schedule Search

• Raise/Lower Fence

All incidents will need to have a PRB ticket associated to it as this will be used to track the RCA.

• TRUE

• FALSE

Answer explanation

All incidents (except P4 batch tickets) will need to have a PRB ticket associated to it as this will be used to track the RCA.

What does NOT happen if we miss an SLA?

• Termination of employee

• Penalty to Accenture

• Loss of client confidence