> For the complete documentation index, see [llms.txt](https://knowledgebase.fabricdata.com/fabric-knowledge-base/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://knowledgebase.fabricdata.com/fabric-knowledge-base/support/infrastructure/issue-tracking-monitoring-and-resolutions.md). # Issue Tracking, Monitoring & Resolutions ## **Systematic issues**: Systematic issues are typically addressed by a combination of automated monitoring tools, manual checks, and issue tracking systems. We aim to resolve issues as quickly as possible, with a target resolution time frame of 24 hours. However, the actual time frame for resolution may vary depending on the complexity and severity of the issue. ## **End-user experience/application performance monitoring:** We use various tools for monitoring end-user experience and application performance, including synthetic monitoring, real user monitoring, and application performance monitoring. For example we have implemented RayGun to automatically flag any front-end issues & Loggly to monitor all These tools are implemented across all internal and client environment. ## **Standard monitoring and alerting approach:** We use a combination of automated and manual monitoring tools to ensure that all services are functioning correctly. We also set up alerts to notify us of any issues or anomalies. In addition, we have a dedicated team responsible for monitoring and managing our systems. ## **Integration with 3rd party logging aggregators:** Yes, we can integrate with 3rd party logging aggregators like Splunk. We have our own logging system Loggly but we have also integrated with Datadog at a customers request. ## **Service monitoring and status information:** All services have monitoring and alerting in place to ensure their availability and performance. This information is available to service management and end-users through our dashboard and support channels. ## **Compliance with handheld and desktop OS upgrades:** As a web based product, our testing is dictated mainly by upgrades of the supported web browsers e.g Google Chrome, Safari, FireFox etc. Whilst the product can be accessed on mobile devices, it is not currently designed with mobile device usage in mind. ## **Change management approach and plan:** Our change management approach involves thoroughly testing changes before they are released to production, communicating changes to customers in advance, and having a rollback plan in case of any issues. We provide customers the release schedule early and can adjust if need arises. ## **Client updates:** Clients are not **required** to update to the same release at the same time. However, we strongly encourage all clients to stay up to date with the latest releases to take advantage of the latest improvements and bug fixes. ## **Documentation**: We provide documentation to support customers in administering and supporting our service. We are currently (2023) undergoing improvements to our documentation. During an implementation Fabric will create the necessary documentation required to fulfil any agreed gaps in documentation and ensure the relevant documentation is created for the implementation process. The below outlines the steps and processes necessary to ensure that all documentation is created, organized, and maintained consistently and effectively throughout the implementation lifecycle and thereafter. 1. Define the types of documentation required: This step involves identifying the specific types of documentation required for the project, such as requirements documents, design documents, or test plans. 2. Establish documentation standards: This step involves establishing standards for the format, structure, and content of each type of documentation required. 3. Assign responsibility for documentation creation and review: This step involves identifying who will be responsible for creating, reviewing, and approving each type of documentation required. 4. Establish document control procedures: This step involves defining procedures for version control, document distribution, and document storage, ensuring that all documents are easily accessible and properly maintained. 5. Create templates and checklists: This step involves creating templates and checklists to guide the creation of each type of document, ensuring consistency across all documentation. 6. Document throughout the project lifecycle: This step involves creating and updating documentation throughout the project lifecycle, from the initial planning phase through to final delivery. 7. Review and approve documentation: This step involves conducting regular reviews of all documentation, ensuring that it meets the established standards and objectives. 8. Ensure documentation is accessible: This step involves ensuring that all relevant stakeholders have access to the appropriate documentation. ## **Initial Deployment and integration:** We offer a range of deployment and integration options, including using our own resources, customer resources, or system integrators. Our recommended approach depends on the specific needs of each customer and the complexity of the integration. ## **Quality assurance:** Quality is assured as part of our implementation process through rigorous testing, code reviews, and adherence to industry best practices. ## **Implementation plan:** Our typical implementation plan includes key activities such as requirements gathering, configuration, testing, training, and deployment. The timeline for the implementation project depends on the specific requirements and complexity of the project. Fabric adopts a Sprint-based implementation approach. The following outlines the steps and processes followed to successfully implement a new implementation using agile methodology. 1. Define the project scope and objectives: This step involves identifying the purpose and goals of the implementation (agreed in signature process), as well as the resources required to complete it. 2. Develop a agile project plan: This involves creating a detailed plan that outlines the tasks and timelines required to achieve the project objectives. 3. Set up the sprint process: This step involves defining the process with client, including the length of the sprints, the team structure, and the tools and software used. 4. Sprint Zero requirements are used to come up with an end-to-end base design for objectives. The design will cover interactions, dataflows, operating procedures, and connectivity; 5. Create a backlog: This step involves creating a prioritized backlog of tasks to be completed during each sprint, based on the project scope and objectives. 6. Plan the sprint: This step involves planning the tasks to be completed during the upcoming sprint, including assigning tasks to team members and estimating the time required to complete each task. 7. Conduct the sprint: This step involves completing the tasks assigned during the sprint, with frequent team meetings to assess progress and make adjustments as necessary. 8. Conduct stand-up meetings: This step involves conducting stand-up meetings to ensure all team members are informed and updated on the progress of the sprint. 9. Release, Review and demonstrate completed work: This step involves reviewing and demonstrating completed work with each release to ensure it meets the project scope and objectives. 10. Retrospective and improve: This step involves conducting a retrospective at the end of each sprint and release to identify areas of improvement and make changes to the process as necessary. {% hint style="info" %} By following a sprint-based implementation approach, Fabric can ensure that projects are completed efficiently, effectively, and with minimal disruption to operations, while allowing for flexibility and adaptation to any changing requirements throughout the project. {% endhint %} ## **Key success criteria:** Key success criteria for a successful implementation include agreeing upon and meeting the customer's requirements, delivering on time and on budget, and achieving a high level of user adoption. ## **Testing process:** Our testing process involves a combination of automated and manual testing, including functional testing, integration testing, and performance testing. We work closely with clients and their users to ensure that testing is thorough and comprehensive. ## **Data migration:** We offer a range of technology solutions and services to support data migration, including data mapping, data cleansing, and data validation. The cost and capabilities of these services depend on the specific requirements of each migration project. ## **Knowledge transfer & on-boarding:** We ensure that knowledge transfer and on-boarding are conducted in a structured and thorough manner to minimize the impact of staff turnover. This includes creating detailed documentation, conducting training sessions, and providing ongoing support. ## **Major business changes:** We work closely with clients to ensure that any major changes can be delivered while ensuring BAU business processes and outcomes continue to be achieved. This involves careful planning, communication, and coordination between all parties involved in the change. ***
Related Articles * [Backup & Recovery](/fabric-knowledge-base/support/infrastructure/backup-and-recovery.md) * [Releases](/fabric-knowledge-base/support/releases.md) * [Security](/fabric-knowledge-base/support/security.md)