Technical Support Plan

TRAKA: DIVISION SUPPORT RESOURCES

  • Traka box first level troubleshooting – DSS SD/DSS Tech Team
  • Traka monitoring – DSS SD
  • Traka box physical box support – DSS Tech
  • Traka hardware support and maintenance – DSS Tech
  • Traka upgrades and Traka web maintenance – DSS App Admin
  • Traka Hardware lifecycle coordination/support – DSS SIM/DSS Tech
  • Traka web Key configurations – REHS Safety and Security & DSS App Admin
  • Traka web User Roles and key level set up management – REHS Safety and Security, DSS App Admin
  • Network Connections – DSS Tech/DSS SET
  • Traka database/infrastructure management – DSS SET
  • Traka application management – DSS App Admin
  • User permissions management – DSS ARF/ REHS Safety and Security/DSS App Admin
  • User Troubleshooting and Pin Reset – DSS Service Desk/ REHS Safety and Security
    • Backup Support and After Hours: DSS App Admin
  • Traka end user training – KB Articles
  • Traka annual licensing purchase/renewal, hardware/software approval and procurement process, hardware lifecycle purchases – DSS SIM

DIVISIONAL SUPPORT PLAN OVERVIEW

RHS DIVISION TRAKA BOXES

  • Submit DSS Service Request
    • User Access (Must be submitted by Authorized Requester)
    • Hardware Support
    • Troubleshooting
    • Purchasing Supplies/Equipment
    • Lifecycle Replacement Management
    • Annual Traka Licensure Management
    • Web Upgrades
    • Web Key Management
    • Physical Key/Fob Management
    • End User Training
    • DSS Tech Team Traka Training/Certification
      • Cost to be allocated to REHS for additional training

NON-RHS DIVISION TRAKA BOXES

  • Student Affairs MSU Union Power User
  • Require Signed MOA
    • MSU Union Box
      • Union Power User Permissions
        • Union Power User responsible for annual user audits
      • Configure Keys & User Roles
        • Training & Documentation
      • User Permissions Management
        • Training & Documentation
        • MSU Union Power Users can only see MSU Union Traka box in Traka environment
        • Only assign admin rights to specific Traka boxes
      • User Troubleshooting
        • Training & Documentation
        • Escalation Tree
        • After Hours Support Plan
      • Physical Key/Fob Management
        • Replacing physical keys
        • Training & Documentation
      • Purchasing Support
        • Point of Contact
        • Fobs and Cables
        • Lifecycle Replacement of Traka box
        • Annual Traka licensure renewal
      • End User Training
        • Documentation
        • Points of Contact

Traka Box Support & Training Resources

RHS TRAKA BOXES: REQUESTING SUPPORT

Support may be requested or accessed by using the methods listed below:

RHS DSS TDx – Submitting a Service Request: https://msu.teamdynamix.com/TDClient/1815/Portal/Home/

Call the Service Desk: 517-353-1691 or Chat with Service Desk

RHS TRAKA BOXES: DSS AFTER HOURS SUPPORT

For urgent issues that impact business operations, users can contact the DSS Manager on duty by calling 517-353-1691 and following prompts at the end of the greeting.

For all other issues, submit a Service Request to be addressed on the next business day.

For more information regarding DSS After-Hours support, please reference this article:

https://msu.teamdynamix.com/TDClient/1815/Portal/KB/ArticleDet?ID=158870

RHS TRAKA BOXES: KEYS & FOBS

  • Submit DSS TDx Service Request
  • Configuration – ARF/REHS Safety and Security
  • Physical Replacement – REHS Safety and Security/DSS Tech Team
  • Annual Physical Audit/Maintenance - REHS Safety and Security/DSS Tech Team
  • Purchasing Fobs & Cables – DSS SIM/DSS Tech Team/REHS Safety and Security
    • Facilities Managment orders keys, manages replacement of keys on fobs
  • Stock of Fobs/Cables/Degradation - DSS Tech Team/DSS SIM/REHS Safety and Security
  • Damage/Repair/Missing - DPPS/DSS Tech Team

RHS TRAKA BOXES: HARDWARE SUPPORT

  • Submit DSS TDx Service Request
  • First Level Troubleshooting Support – DSS SD
  • Second Level Troubleshooting Support – DSS Tech Team

RHS TRAKA BOXES: USER ROLE MANAGEMENT

  • Add/Remove/Change a Role – Submit DSS ticket – Sent to App Admin & REHS Safety and Security
  • Role Naming Convention – ARF/App Admin/REHS Safety and Security

RHS TRAKA BOXES: USER PERMISSIONS & MANAGEMENT

  • Approved Authorized user submits ARF DSS TDx Service Request
    • Assigned to REHS Safety and Security
    • Further coordination between REHS Safety and Security/ARF Team, as needed
  • Region Permissions – DSS App Admin
  • System Upgrades & Impact on Security Roles – DSS App Admin

RHS TRAKA BOXES: NETWORK SUPPORT

  • Submit DSS TDx Service Request
  • First Level Troubleshooting Support – DSS App Admin/SET Team
  • Second Level Troubleshooting Support – DSS App Admin/SET/coordinate w/MSU IT Networking Team/Traka

RHS TRAKA BOXES: TrakaWEB APPLICATION UPGRADES & MAINTENANCE

RHS Division Traka boxes are automatically included in all regularly scheduled upgrades and maintenance performed on all Traka boxes included on the RHS Traka server. RHS Admin will be provided with reasonable notice of all scheduled downtime.

MSU Union Traka box is automatically included in regularly scheduled upgrades and maintenance performed on all Traka boxes included on the RHS Traka server. MSU Union team will be provided with reasonable notice of all scheduled downtime.

Reference: TrakaWEB Advance Administration Suite Software Releases:

https://www.traka.com/traka-americas/en/resources/software-releases

  • DSS will perform up to 2 (two) TrakaWEB updates per year, depending on available and required software updates from Traka USA.
  • All RHS Traka key boxes will be set with a 90-day data retention policy.
  • All non-RHS Traka key boxes will be set with a 365-day data retention policy.
  • DSS will perform an annual data purge of all RHS Traka key boxes on a date to be determined by the DSS Tech Team in coordination with REHS Administrators and REHS Safety and Security.

RHS TRAKA BOXES: LIFECYCLE REPLACEMENT

Traka boxes have been placed on a 10-year replacement cycle to ensure maximum use of the equipment and a reasonable timeframe to replace for wear and tear in their current environments. Traka boxes are included in RHS Divisional LRAP funding and 5-Year Planning funding requests. Change requests and requests for additional Traka boxes should be submitted to the appropriate DSS SIM for funding and approval.

DSS SIM will procure an updated quote at the start of each fiscal year for all lifecycle replacements to ensure accurate expenditures. Approvals for lifecycle refresh funding and procurement will be required through the standard Procurement process.

MSU Union Traka box is automatically included in scheduled lifecycle refresh planning and execution. The MSU Union Team will be provided with proper notification and budgetary information for lifecycle planning.

Sample Lifecycle Hardware Purchase Requisition & CAM: 23451854

Sample Lifecycle Refresh Deployment Parent/Children: 24158304

RHS TRAKA BOXES: SOFTWARE & LICENSE RENEWAL

DSS SIM will procure a quote prior to the expiration of the annual Traka software licensure period. Approvals for funding and procurements will be required through the standard Procurement process.

MSU Union Traka box is automatically included in annual software/license renewal with all RHS Traka box licenses on the RHS server. MSU Union Team will be provided with advance notice and budgetary information for approval and planning prior to renewal.

Sample Software/License Renewal: 24595834

If a temporary license key is needed while waiting for the PO to be processed, DSS SIM and/or DSS App Admin can reach out to Traka rep to request a temporary license code to be applied to the TrakaWEB licenses.

Sample Temporary License Code Request: 24229810

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