Difference between revisions of "PROC01 EGI Infrastructure Oversight escalation"
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NGI manager should check why site is unresponsive or what is the reason site cannot migrate to supported software version. Site and NGI manager should decide on upgrade plan or site/endpoint decommission. | NGI manager should check why site is unresponsive or what is the reason site cannot migrate to supported software version. Site and NGI manager should decide on upgrade plan or site/endpoint decommission. | ||
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| COD step | | COD step | ||
| (without delay) | | (without delay) | ||
| | | ROD<br> | ||
| | | | ||
In case of | |||
*issues which cannot be solved on NGI level | |||
*by a given deadline, site admins fail to provide feedback about their upgrade plans | |||
*after a given deadline, if the NGI or site fail to put the affected service end points in downtime | |||
ROD should escalate ticket to COD, who should try to help to find the solution. | |||
| | | | ||
|} | |} |
Revision as of 16:54, 23 November 2012
Main | EGI.eu operations services | Support | Documentation | Tools | Activities | Performance | Technology | Catch-all Services | Resource Allocation | Security |
Documentation menu: | Home • | Manuals • | Procedures • | Training • | Other • | Contact ► | For: | VO managers • | Administrators |
Title | Grid Oversight escalation |
Document link | https://wiki.egi.eu/wiki/PROC01 |
Last modified | 3.0 - 20.11.2012 |
Policy Group Acronym | COD |
Policy Group Name | Central Operator on Duty |
Contact Group | manager-central-operator-on-duty@mailman.egi.eu |
Document Status | Approved |
Approved Date | 20.11.2012 |
Procedure Statement | The purpose of this document is to define escalation procedure for operational problems |
Owner | Owner of procedure |
Overview
The purpose of this document is to define escalation procedure for operational problems
Definitions
Please refer to the EGI Glossary for the definitions of the terms used in this procedure.
The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119.
Steps
Escalation for operational problem at site
This section introduces a critical part of operations in terms of sites' problems detection, identification and solving. The escalation procedure is a procedure that ROD must follow whenever any problem related to a site is detected. The main goal of the procedure is to track the problem follow-up process as a whole and keep the process consistent from the time of detection until the time when the ultimate solution is reached. Below are the detailed steps of the escalation procedure if no response is received for the notification of a problem or the problem has been unattended for. |
When an alarm appears on the ROD dashboard, at most after 24 hours from the problem occurrence ROD should start the procedure below:
(Max Duration column shows time in working days which you have to wait before you move to next step in the escalation procedure )
Step [#] | Dashboard step |
Max. Duration [work days] (time before moving to next step) |
Resp. Unit | Escalation procedure | Content of the message |
1 | 1st step | 3 | ROD | Send mail to the site administrator with CC to NGI/ROC operations manager and GGUS (operational ticket is being created). |
|
2 | 2nd step | 3 | ROD | Send mail to the site administrator with CC to NGI/ROC operations manager and GGUS.
(optionally: a phone call to site, just to make sure that e-mail communication channel is working); After 3 days period with no response from site administrator issue should be escalated to NGI/ROC operations manager. |
|
3 | NGI step | 5 | NGI manager |
NGI/ROC operations manager should at the political level make site responsive or suspend the site. (it can be done by phone, mail or on the meeting) If the problem needs to be escalated to EGI level then NGI/ROC operations manager ask ROD to send an mail to COD with CC to site administrator, ROD and GGUS.(see Content of the message) ROD team is still responsible to take care about the ticket on the Operations Portal. |
|
4 | COD step | 1 | COD |
|
|
The communication should be recorded in GGUS ticket.
Escalation for operational problem with unsupported MW at site
This Escalation process is a part of Service type decommission procedure
When an alarm appears on the Operations dashboard, ROD should start the procedure below:
Step [#] | Dashboard step |
Max. Duration [work days] (time before moving to next step) |
Resp. Unit | Escalation procedure | Content of the message |
1 | 1st step | 10 |
ROD |
Create a ticket through Operations Portal with the template: ROD_MW_alarm_template Mail is send to the site administrator with CC to NGI/ROC operations manager and GGUS. One ticket can be created for all MW alarms by using alarm masking feature. ROD should make sure that site is aware of all raised alarms. |
|
2 | NGI step | 5 |
NGI manager |
Escalate ticket to NGI manager through Operations Dashboard. Mail is send to the site administrator with CC to NGI/ROC operations manager and GGUS. (optionally: a phone call to site, just to make sure that e-mail communication channel is working); NGI manager should check why site is unresponsive or what is the reason site cannot migrate to supported software version. Site and NGI manager should decide on upgrade plan or site/endpoint decommission. |
|
3 | COD step | (without delay) | ROD |
In case of
ROD should escalate ticket to COD, who should try to help to find the solution. |
The communication should be recorded in GGUS ticket.
Escalation for operational problem with ROD
This section introduces a critical part of operations in terms of problem with ROD. The escalation procedure is a procedure that COD must follow whenever any problem related to ROD work is detected. The main goal of the procedure is to track the problem follow-up process as a whole and keep the process consistent from the time of detection until the time when the ultimate solution is reached.
The procedure applies only in case when ROD is not handling issues on operational dashboard according to operational procedures.
(Max Duration column shows time in working days which you have to wait before you move to next step in the escalation procedure )
Step [#] |
Max. Duration [work days] (time before moving to next step) |
Resp. Unit | Escalation procedure | Content of the message |
1 | 3 | COD | Send mail to the ROD with CC to NGI/ROC, COD and GGUS (operational ticket is being created). |
|
2 | 3 | COD | Send mail to NGI/ROC manager with CC to ROD, COD and GGUS. |
|
3 | (without delay) | COD | Send mail to COO with CC NGI/ROC manager, COD and GGUS. |
|
The precondition to stop escalation is that all issues not handled according to procedure disappeared from COD dashboard.
The communication should be recorded in GGUS ticket.
Revision history
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