GGUS Availability and Continuity Plan

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work in progress


Service Availability and continuty plan structure

- Performances (A/R targets agreed in the OLA, comment about the past behaviour and any particular issue)

- summary of the risks assessment

- Av.Co. tests and results

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 April
Av/Co plan and test in progress --

Performances

The performances reports in terms of Availability and Reliability are produced by ARGO on an almost real time basis and they are also collected every 6 months into the Documentation Database (last period July 2017 - December 2017.

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

  • Availability: DNS 99%; other services 95%
  • Reliability 99%

Over the past years, the Collaboration tools 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 all services virtualization on HA platform, backups Medium 1 or more 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 depends on affected sw, probably all services monitoring of system health, backups Medium up to 8 hours (1 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 depends on affected sw/data, probably all services monitoring of system health, backups, actively maintained documentation (wiki) Medium up to 8 hours (1 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) all services (could affect only selected users, depends on problematic networks) monitoring of service availability, alternative network routes 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, ...) depends on the problem requiring staff attention, could escalate to all services contacts to other local staff capable of administering the services Medium 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 all services access to other data centres, geographical diverse backups 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. depends on compromised subsystem and/or data, could escalate to all services monitoring of system health, security audits, backups, following best practices for security configuration and timely implementation of patches Medium up to 8 hours (1 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. depends on the attack, could extend from one specific service to complete network outage (=all services) monitoring of service availability, alternative network routes, antiDDoS measures at ISP network Low up to 4 hours (half 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 will focus on a recovery scenario: the service has been disrupted and needs to be reinstalled from scratch. The time spent for restoring the service will be measured, using the last backup of the data stored in it (how much information would be lost?)(risks 1,2, and 6?)(how many other operational tool would be affected?).

Performing this test will be useful to spot any issue in the recovery procedures of the service.

Revision History

Version Authors Date Comments

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