MAN04 Tool Intervention Management
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Title | Management of central operational tool unscheduled downtimes |
Document link | https://wiki.egi.eu/wiki/MAN03_Tool_Intervention_Management |
Last review | Tferrari 13:55, 8 March 2011 (UTC) |
Policy Group Acronym | OMB |
Policy Group Name | Operations Management Board |
Contact Person | E. Imamagic |
Document Status | draft |
Approved Date | specify |
Procedure Statement | This manual provides information on how to manage central operational tool unscheduled downtimes. |
Management of central operational tool unscheduled downtimes
The purpose of this document is to describe the intervention in case of unscheduled failure of central operational tool.
Scope
This manual only applies to unscheduled downtimes of central operational tools. List of central operational tool is here
Scheduled downtimes are management according to existing procedures.
Announcements
All announcements should be sent with the Operations Portal Broadcast tool.
When using Operations Portal Broadcast tool the following groups should be included:
- LCG Rollout Mailing List
- Operators Mailing lists
- OSG Mailing list
- Tool Admins Mailing List
- WLCG Tier 1 contacts
- NGI managers
- VO managers
- VO users
- Site administrators
- Operation tools
Notice: Individual notification templates together with targets are predefined in Operations Portal Broadcast tool. Administrators are advise to use predefined templates.
Procedure
In the following sections relevant scenarios are covered.
Case 1: short "undetected" downtime
Description: Service fails and recovers before administrator manages to react (e.g. short power or network outage).
Actions: Administrator announces the failure by using the following template:
Subject: [SERVICE_NAME] outage Message: Dear all, [SERVICE_NAME] is experiencing unscheduled downtime. [ADDITIONAL_INFO] Apologies for any inconvenience caused. Best Regards [SERVICE_TEAM]
Case 2: long "detected" outage
1. Outage
Description: Service fails and administrator detects the problem. The problem takes longer (TODO: longer than 1h?) time to recover.
Actions:
- Administrator should announce the failure by using Operations Portal Broadcast tool (see notification template 1).
2. Extended downtime
Description: Service recovery is delayed.
Actions:
- Administrator should announce that recovery is taking longer by using Operations Portal Broadcast tool (see notification template 2).
3. Recovery without post mortem analysis
Description: Service is recovered and all details about failure are known.
Actions:
- At the time of recovery administrator should announce the recovery by using Operations Portal Broadcast tool (see notification template 3).
- Administrator should announce the detailed description of failure by using Operations Portal Broadcast tool (see notification template 4).
4. Recovery with post mortem analysis
Description: Service is recovered and further time is needed to investigate the failure.
Actions:
- At the time of recovery administrator should announce the recovery by using Operations Portal Broadcast tool (see notification template 3).
- Administrator should announce the post mortem analysus of failure by using Operations Portal Broadcast tool with the notification template 4).
Notification templates
When using Operations Portal Broadcast tool the following groups should be included:
- LCG Rollout Mailing List
- Operators Mailing lists
- OSG Mailing list
- Tool Admins Mailing List
- WLCG Tier 1 contacts
- NGI managers
- VO managers
- VO users
- Site administrators
- Operation tools
For individual notification templates together with targets are predefined in Operations Portal Broadcast tool.
1. Service failure notification
Subject:
[SERVICE_NAME] outage
Message:
Dear all, [SERVICE_NAME] is experiencing unscheduled downtime. [ADDITIONAL_INFO] Apologies for any inconvenience caused. Best Regards [SERVICE_TEAM]
2. Extended service failure notification
Subject:
[SERVICE_NAME] extended outage
Message:
Dear all, Outage of [SERVICE_NAME] is extended.
[ADDITIONAL_INFO] Apologies for any inconvenience caused. Best Regards [SERVICE_TEAM]
In this template [ADDITIONAL_INFO] should contain estimated time of recovery.
3. Service recovery notification without detailed information
Subject:
[SERVICE_NAME] recovery
Message:
Dear all, [SERVICE_NAME] is back online. Additional information on failure will be provided soon. Best Regards [SERVICE_TEAM]
4. Post mortem analysis
Subject:
[SERVICE_NAME] unscheduled downtime
Message:
Dear all, [SERVICE_NAME] experienced unscheduled downtime between [START] and [END].
[DETAILED_FAILURE_DESCRIPTION] Best Regards [SERVICE_TEAM]