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Openbravo Design and Development Process/Maintenance

Contents

Introduction

Maintenance stage covers all the activities that are required to support and upgrade a production environment, together with training activities.

Openbravo support

Support team is in charge of support and training activities.

In summary, the value of Openbravo support is:

Support team uses a specific tool named https://openbravo.zendesk.com/hc/en-us to manage claims and bugs found by Openbravo clients.
For additional information on how to use that tool, please review the support tool guide article, and the Best Practice for reporting a ticket article.

Service Level Agreement

Support Service Level Agreement signed between Openbravo certified partners and Openbravo consist on:

Emergency packs

Whenever required there are out of schedule emergency release which are used to for targeted fixing of very important bugs.
Typically on the 15th every month release teams checked if any such fixed are pending to be published and prepares and extra release with those.

Those releases can be identified by their version which is constructed as follows 3.0RRXXQY.Z, where :

Example the release named 3.0RR17Q2.1 is based on the initial base release 3.0RR17Q2 and contains only small set of targeted fixes on top. All those fixes will be listed in the release notes of this version.

Support levels

There are different levels of support.

L1 - First line Support or Basic Help Desk provided to End Client and Certified Partners under a separate agreement than L2 Second line Support below.

This type of support consists on:

L2 - Second Line Support or In depth technical support.Support Services are provided on a tiered basis:

Common issues should be resolved by the partner without recourse to Openbravo. The partner is expected to check the documentation and also the Openbravo on-line support knowledgebase and issues databases to see if the issue is known and there is already a resolution for it in order to apply it accordingly.

If the Case is related to a new product malfunction (bug) the Partner's engineers will provide a repeatable test case so Openbravo's engineers are able to recreate the Case. Support assistance by Openbravo Software Subscription cover more complex issues that may be outside the expertise of the Partner, which are escalated to Openbravo. Openbravo will then work with the Partner to provide a resolution in accordance with the Service Levels set out below. All communication with the Client will be undertaken by the Partner.

Upon becoming an Openbravo Partner, support accounts will be issued to be used by your designated Technical Support Contacts for service delivery through the Openbravo on-line Support Portal. This online site will be available 24x7 except for scheduled maintenance and excluding any unexpected reasons that may cause the site to be offline, in which case Openbravo undertakes to do its best to bring the site online as quickly as possible.

The Openbravo on-line Support Portal enables your Technical Support Contacts to interact with Openbravo Support team by entering, editing and responding to current incidents, and the site will notify them by email of alterations to these incidents. All cases are assigned a ticket number which will be the official identification of the related support and will be kept for later review and analysis.

In summary, this type of support consists on:

Openbravo offers to its certified partners a third line of support L3 - Third Line Support or Expert Product Support based on the corresponding OBSSA (Openbravo Software Subscription Agreement) signed between the parties.
This type of support consists on:

Finally, Openbravo also support Cloud deployments by monitoring those type of instances, if required by the client.
As part of that support, Openbravo monitors and makes diagnosis, therefore it can provide recomendations or fixes in case of failures.

Third Level Support tool

Every time a patch or a bug fix needs to be develop, a register needs to be created in the Openbravo tool "issues.openbravo.com", for the engineering team to correct nonconforming outputs of whatever type.
This tool is the one used by all persons involved in the support process such as support and Engineering teams can interact.
For additional information on how to use this Openbravo tool, please review Bug Reporting Guideliness

In summary, bugs can be found in two ways:

Upgrade

Upgrade means a decimal point change of the Openbravo Software version, currently released by Openbravo generally.
Changing this version also means adding new and different functions or increasing the capacity of the current Openbravo Core Functionality or Commercial Modules.

Upgrade does not include moving to different service schedule or product, or installing additional Openbravo or third party Commercial Modules which may be priced separately.

Upgrading to a new version of the Openbravo Software might or might not require some work in the end-customer installations.

Openbravo user interface allows to run upgrade process from “Module Management” window by clicking on “Scan for Updates” button, while being logged in as “System Administrator”.

Module Management.jpg

By doing so, Openbravo looks for the latest version of the installed modules/functionality, released on a given maturity status to be configured in “Settings” tab. As already described Professional instances of Openbravo are defaulted to just accept versions in Confirmed Stable maturity status.

All these module versions will be downloaded from the Openbravo Central Repository.

In order to successfully upgrade, it is needed that all module versions to be installed in the instance are compatible with the corresponding versions of Openbravo Business and Commerce Suites. In case there are modules that do not satisfy this prerequisite, a message shown will inform about this fact, therefore it will not be possible to upgrade the instance, until this prerequisite is fixed.

Training

Openbravo partners have unlimited access to Openbravo product training.

Training courses are on-demand self-training mode with a limit to finalize. Besides that some courses are instructor lead, therefore Openbravo instructor will review the results and evaluate the exercise done.

It is always possible to contact Openbravo instructor for help/advise during the training.

The list of available courses are:

Detail information about the contento of the courses can be found in the Openbravo Partner Portal.

Continuous Integration

Continuous Integration (CI) is a software development practice where members of the team integrates their work often and then a process builds and test the code on a continuous basis.

This practice is as much integrated into the development process as it is integrated into the maintenance phase. By continuously running all the automated tests we ensure that the new code is not breaking previously working functionality.

If there is any problem while running the tests in CI the problem must be immediately fixed. By doing so, we ensure that the problems raised do never reach the final client.

More documentation can be found at this link

Retrieved from "http://wiki.openbravo.com/wiki/Openbravo_Design_and_Development_Process/Maintenance"

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