【正文】 ..............................................10 服務(wù)支持體系構(gòu)架.......................................................................................................10 技術(shù)支持服務(wù)形式.......................................................................................................11 東軟公司四級(jí)服務(wù)支持體系................................................................................................12 第1級(jí)服務(wù)：本地項(xiàng)目服務(wù)機(jī)構(gòu)及項(xiàng)目經(jīng)理...........................................................13 第2級(jí)服務(wù)：東軟公司南京分公司以及華東大區(qū)技術(shù)人員....................................14 第3級(jí)服務(wù)：社保平臺(tái)系統(tǒng)建設(shè)專家.......................................................................14 第4級(jí)服務(wù)：東軟總部技術(shù)支撐部門.......................................................................15 運(yùn)維服務(wù)總體方案........................................................................................................................16 無(wú)錫金保工程建設(shè)情況.......................................................................................................16 金保工程總體架構(gòu)...............................................................................................................16 IT基礎(chǔ)設(shè)施包括網(wǎng)絡(luò)及硬件平臺(tái)層和數(shù)據(jù)層...............................................................17 基礎(chǔ)服務(wù)應(yīng)用平臺(tái).......................................................................................................18 業(yè)務(wù)組件與表示層.......................................................................................................18 東軟通用企業(yè)應(yīng)用平臺(tái)—UniEAP..............................................................................19 通用企業(yè)應(yīng)用平臺(tái)的結(jié)構(gòu).....................................................................................................19 通用企業(yè)應(yīng)用平臺(tái)的功能.....................................................................................................25 通用企業(yè)應(yīng)用平臺(tái)的特點(diǎn).....................................................................................................26 基于通用企業(yè)平臺(tái)的運(yùn)維服務(wù)...................................................................................27 應(yīng)用邏輯實(shí)現(xiàn)策略.......................................................................................................28 核心經(jīng)辦業(yè)務(wù)技術(shù)架構(gòu)概述.................................................................................................32 核心經(jīng)辦業(yè)務(wù)技術(shù)架構(gòu)設(shè)計(jì).................................................................................................34 技術(shù)架構(gòu)中各層對(duì)象在創(chuàng)建過(guò)程中的依賴關(guān)系..................................................................36第II頁(yè) 維護(hù)服務(wù)計(jì)劃.......................................................................................................................38 軟件維護(hù)方案.......................................................................................................................38遠(yuǎn)程支持服務(wù)流程.......................................................................................................38 現(xiàn)場(chǎng)服務(wù)流程...............................................................................................................40 服務(wù)內(nèi)容.......................................................................................................................42 客戶服務(wù)質(zhì)量文件.......................................................................................................43 應(yīng)急維護(hù)方案.......................................................................................................................45 應(yīng)急預(yù)案目標(biāo)...............................................................................................................45 應(yīng)急預(yù)案具體措施.......................................................................................................45 應(yīng)急處理流程...............................................................................................................46 軟件開發(fā)方案.......................................................................................................................47 項(xiàng)目啟動(dòng)過(guò)程...............................................................................................................48 需求分析.......................................................................................................................48 開發(fā)策劃.......................................................................................................................49 設(shè)計(jì)與編碼實(shí)現(xiàn)...........................................................................................................50 系統(tǒng)設(shè)計(jì).................................................................................................................................50 編碼實(shí)現(xiàn).................................................................................................................................50 系統(tǒng)測(cè)試.......................................................................................................................50 實(shí)施培訓(xùn).......................................................................................................................52 總結(jié)驗(yàn)收.......................................................................................................................53 問(wèn)題處理機(jī)制...............................................................................................................54 系統(tǒng)維護(hù)流程...............................................................................................................54 集成服務(wù)方案.......................................................................................................................56 集成服務(wù)目標(biāo)...............................................................................................................57 崗位分工和職責(zé)...........................................................................................................58 維護(hù)作業(yè)制度...............................................................................................................59 系統(tǒng)安全制度...............................................................................................................60 故障處理制度...............................................................................................................60 技術(shù)檔案和原始記錄的管理制度...............................................................................61 現(xiàn)場(chǎng)服務(wù)方案............................