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.