SEMDA operations and support

Saturday, September 21, 2024

Operations

SEMDA is running on IT infrastructure located in Switzerland and operated by Swiss companies. It shares the basic IT infrastructure (VDC – Virtual Data Center) with Polaris, but runs on separate virtual machines.

There are two environments of SEMDA.

Test system

The SEMDA test system is connected to User Acceptance Test (UAT) environment at RI. Only a limited amount of data is available here. In this environment the local CMS can perform integration tests. This system is available only on request for a limited period of time. This is because testing activities must be coordinated with RI.

New versions of SEMDA will be available here first.

The access to the test system will be granted only to customers with valid SEMDA contracts. The access is protected the same ways as to the productive system. The same security measures will apply.

Productive system

The productive system is connected to the productive systems of RI and can be used only for productive purposes. No tests are allowed here.

The access to the  productive system will be granted only to customers with valid SEMDA contracts. The service conditions will be defined in the respective contract & SLA.

ARM endeavors to ensure the highest reasonable availability, but availability 7x24 cannot be guaranteed.

SEMDA Logo

Support

SEMDA has no GUI and is not available to interactive users. It is integrated into a Local CMS via the API. Therefore, there is no 1-st level support. The users and clubs must solve their issues with the owner / developer of the local CMS.

2-nd level support (basic technical support) is provided by the ARM to the developers of the local CMS. The customer will have access to the Help-Desk System (RedMine) where he can place support requests can. Such request will be then resolved during the normal working hours. This support level is included in the license fee.

3-rd level support is provided by the engineering company (Cloudtec). This can be requested for troubleshooting or for consulting regarding integration issues. This support level is NOT included in the license fee and will be charged extra. The conditions will be defined in the respective contract.