GGUS Availability and Continuity Plan

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Introduction

This page reports on the Availability and Continuity Plan for the GGUS and it is the result of the risks assessment conducted for this service: a series of risks and treats has been identified and analysed, along with the correspondent countermeasures currently in place. Whenever a countermeasure is not considered satisfactory for either avoiding or reducing the likelihood of the occurrence of a risk, or its impact, it is agreed with the service provider a new treatment for improving the availability and continuity of the service. The process is concluded with an availability and continuity test.

Last Next
Risks assessment 2018-04-26 2019 2nd half
Av/Co plan and test 2018-11-06 --

Performances

The performances reports in terms of Availability and Reliability are produced by ARGO on an almost real time basis and they are also periodically collected into the Documentation Database.

In the OLA it was agreed the following performances targets, on a monthly basis:

  • Availability 99%
  • Reliability 99%

Over the past years, the GGUS helpdesk system hadn't particular Av/Co issues highlighted by the performances that need to be further investigated.

Risks assessment and management

For more details, please look at the google spreadsheet. We will report here a summary of the assessment.

Risks analysis

Risk id Risk description Affected components Established measures Risk level Expected duration of downtime / time for recovery Comment
1 Service unavailable / loss of data due to hardware failure Web GUI, Webservices, Databases fail save architecture, virtualisation solution, integration in on call service Medium up to 4 hours (half working day) the measures already in place are considered satisfactory and risk level is acceptable
2 Service unavailable / loss of data due to software failure Web GUI, Webservices, Databases fail save architecture, software in version control, integration in on call service Medium up to 4 hours (half working day) the measures already in place are considered satisfactory and risk level is acceptable
3 service unavailable / loss of data due to human error Web GUI, Webservices, Databases periodical training of on call service staff; system with very restricted access, only accessible by service owner and the team of the on call service Medium up to 4 hours (half working day) the measures already in place are considered satisfactory and risk level is acceptable
4 service unavailable for network failure (Network outage with causes external of the site) Web GUI, Webservices, Databases two independant network provider Low up to 4 hours (half working day) the measures already in place are considered satisfactory and risk level is acceptable
5 Unavailability of key technical and support staff (holidays period, sickness, ...) Web GUI, Webservices, Databases integration in 24/7 on call service Low 1 or more working day the measures already in place are considered satisfactory and risk level is acceptable
6 Major disruption in the data centre. Fire, flood or electric failure for example Web GUI, Webservices, Databases well organized computing center, power supply (USV), fire alarm system, tape backup at different location Medium 1 or more working day the measures already in place are considered satisfactory and risk level is acceptable
7 Major security incident. The system is compromised by external attackers and needs to be reinstalled and restored. Web GUI, Webservices, Databases server configuration according to best practices, most recent patch installation of OS, virus protection, firewall Medium 1 or more working day the measures already in place are considered satisfactory and risk level is acceptable
8 (D)DOS attack. The service is unavailable because of a coordinated DDOS. Web GUI, Webservices, Databases preconnected load balancer, fail to ban, firewall Medium 1 or more working day the measures already in place are considered satisfactory and risk level is acceptable

Outcome

The level of all the identified risks is acceptable and the countermeasures already adopted are considered satisfactory

Availability and Continuity test

The proposed A/C test focused on a recovery scenario:

  • database was corrupted and a backup version has to be imported;
  • result: after importing the backup the system was up and running again without any further problems;
  • the import of the backup took ~30 minutes;
  • in such a scenario the data gathered between backup and database crash may be lost. In worst case this may be data of 1 day (24 hours).

The test can be considered successful: restoring the service took relatively few time (while GGUS is unavailable, the Operations Portal Dashboard will be in read-only mode, and the regional helpdesk systems interfaced to GGUS will only miss the connection with it), and even if 1 day data at most are lost, new tickets can be opened again after restoring the service, and replies to tickets can be posted again.

Revision History

Version Authors Date Comments

Alessandro Paolini 2018-04-26 first draft, discussing with the provider

Alessandro Paolini 2018-11-06 added the information about the test