SAE JA1006_201205

1 Scope
2 References
    2.1 Applicable Publications
          2.1.1 SAE Publications
          2.1.2 Other Publications
3 Software Support Concept
    3.1 Support Profile
    3.2 Support Functions
    3.3 Support Classes
4 Software Support Profile
    4.1 Software Support Level
          4.1.1 Organization/Field Level
          4.1.2 Intermediate Level
          4.1.3 Depot Level
          4.1.4 Vendor Level
    4.2 Software Support Agents
          4.2.1 Customer - Buyers and Users
          4.2.2 Supplier - Supporters and Vendors
          4.2.3 Shared Support Resources
    4.3 Software Support Scenarios
5 Software Support Functions
    5.1 Operational Support
          5.1.1 Software Loading/Installation
          5.1.2 Software Recovery
          5.1.3 Software Problem Reporting
          5.1.4 Software Delivery
          5.1.5 Operational Configuration Control
    5.2 Logistics Management Control
          5.2.1 Problem Reporting, Corrective Action, and
                  System Effectiveness Evaluation
          5.2.2 System/Software Configuration Control
          5.2.3 Delivery, Installation, and Checkout
          5.2.4 User Support
    5.3 Modification Support
          5.3.1 Problem Investigation and Change Analysis
          5.3.2 Change Implementation
          5.3.3 Change Release
          5.3.4 Configuration Control
          5.3.5 Other Modification-Related Tasks
6 Software Support Classes
    6.1 Process Characteristics
    6.2 Product Characteristics
          6.2.1 System Interface
          6.2.2 Inherent Quality
          6.2.3 OTS Product Supportability Characteristics
    6.3 Environment Characteristics
          6.3.1 Personnel
          6.3.2 Support Systems
          6.3.3 Facilities
7 Notes
    7.1 Key Words
Appendix A Template for a Typical Software Support
             Concept
Figure 1 Software Support Concept

This SAE Recommended Practice provides a framework for the establishment of a software support concept related to the support and supportability of both custom-developed and Off-the-Shelf (OTS) software.

This SAE Recommended Practice provides a framework for the establishment of a software support concept related to the support and supportability of both custom-developed and Off-the-Shelf (OTS) software.This document complements SAE AIR 5121, JA1004, and JA1005 by providing information needed to understand the support aspects that should be covered by a software supportability program. It should be noted that particular information indicated here should not be considered a complete list of all aspects of the support concept. In particular, the information should not be confused with a list of data elements.This document has general applicability to all sectors of industry and commerce and to all types of equipment that contain software. The target audience for this document includes software acquisition organizations, software logisticians, developers, supporters, and customers. This document is intended to be guidance for business purposes and should be applied when it provides a value-added basis for the business aspects of development, use, and sustainment of support-critical software.