Super Admin Support Guide

The Super Admin is the leader of internal and external support. This includes identifying, responding, coordinating, prioritizing, and validating support requests.

Support Relationship

The Super Admin works with the Diffgram team to define and set expectations internally and externally on Workloads. This includes recommended maximum loads, Workload regression, and SLA eligible workloads. This Super Admin is the front line person who manages the day to day support relationship.

Validating Support Issues

A Super Admin is responsible to ensure validation of support issues. This may include:

• Verifying tickets created by internal team have the Support Ticket Requirements.
• Verifying patches or version updates have been installed by the Internal Infra team and in general keeping the installation up to date.
• Managing the Priority of tickets.
• Routing internal tickets: Super Admin Internal Request Routing.
• Verifying the correctness of failure of the fixes. This especially includes using domain specific knowledge to ensure that the validation is accurate and does not result in a False Negative or False Positive.
• Proactively collecting and adding feature requests.

Internal Training

The Super Admin is the expert who trains others internally.

Example resources see University.

Shared Responsibility Model

Diffgram has a Shared Responsibility Model similar to AWS's Shared Responsibility Model. Security and Compliance is a shared responsibility between Diffgram and the customer.

Diffgram responsibility “Security of the Software”

Diffgram is responsible for protecting the software offered by Diffgram.

• Security issues reported by Customer will fixed by Diffgram in a commercially reasonable time period.
• SLAs and SLOs as per contract MSA.
• Security advisories.
• Releasing Versions including timely dependency updates.

Customer responsibility “Security of the Installation”

Customer responsibility is determined by the Diffgram services that a customer selects. This determines the amount of configuration work the customer must perform as part of their responsibilities.

• Customer is responsible for all Administration, Maintenance and Liability of software on Customer’s hardware.
• Failure to; follow technical manuals and documentation, implement updates (e.g. security patches), provide timely information, etc., may result in severe loss including business and data loss.
• Customer is responsible for Customer Data, System usage, Hardware Operations, Back-ups, Recovery, Security, Identity, and Encryption.
• Using the Software within documented recommended performance configurations.
• The Software is never guaranteed to be free of bugs or defects. Services labeled as “beta” may not operate as expected or desired.

Support Requests

Responding to or routing internal support requests. Identifying, coordinating and prioritizing Diffgram Enterprise support requests.

Routing Internal Requests

See Super Admin Internal Request Routing

Creating Support Requests

See Customer Support