Support & Troubleshooting

Welcome to our Support & Troubleshooting section. This area provides comprehensive guidance for incident management, problem resolution, and maintaining system reliability across our Epic on Azure infrastructure.

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Emergency Response

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Quick Actions

🚨 Active Incidents

• Current System Status (placeholder link)
• Incident Command Center
• Emergency Contacts

🔍 Troubleshooting Resources

• Known Issues Database
• Common Problems & Solutions
• Runbook Library (to be developed)

📊 Monitoring Integration

• Dynatrace Dashboard
• Splunk Queries
• Metric Alerts Status

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Support Workflow

graph TD
    A[Issue Detected] --> B{Severity Assessment}
    B -->|P0/P1| C[Immediate Response]
    B -->|P2/P3| D[Standard Queue]
    C --> E[Incident Management]
    D --> F[Problem Analysis]
    E --> G[Resolution & Recovery]
    F --> G
    G --> H[Post-Incident Review]
    H --> I[Documentation Update]
    I --> J[Process Improvement]

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Integration Points

With Operations

• Change management coordination during incidents
• Maintenance window planning and communication
• Credential access during emergency situations

With Monitoring

• Alert correlation and analysis
• Performance baseline establishment
• Proactive issue identification

With Infrastructure

• Capacity planning based on incident trends
• Architecture reviews following major incidents
• Infrastructure hardening recommendations

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Knowledge Management

Continuous Learning

• Regular review of Postmortems
• Best practice sharing across teams
• Training and certification tracking

Documentation Standards

• Incident documentation templates
• Solution database maintenance
• Runbook creation and updates

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Tools & Resources

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For detailed procedures, see our Support Guidelines and Incident Management documentation.

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