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Difference between revisions of "MAN02 Service intervention management"

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[[Category:Operations Manuals]]
{{DeprecatedAndMovedTo|new_location=https://docs.egi.eu/providers/operations-manuals/man02_service_intervention_management/}}
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= Service intervention management =
'''DISCLAIMER: This manual obsoletes the previous EGEE version maintained on [https://edms.cern.ch/file/1032984/1/EGEE-III-SA1-TEC-1032984-InterventionProcedures-v1_0.pdf CERN EDMS]'''


{{Ops_procedures
[[Category:Operations_Manuals]]
|Doc_title = Service intervention management
|Doc_link = [[MAN02|https://wiki.egi.eu/wiki/MAN02]]
|Version =  19 August 2014
|Policy_acronym = OMB
|Policy_name = Operations Management Board
|Contact_group =  operations-support@mailman.egi.eu
|Doc_status = Approved
|Approval_date = EGEE approved (Oct 2009)
|Procedure_statement = This manual provides information on how to manage service interventions.
}}
 
----
 
=Service Intervention=
A '''service intervention''' is defined as an action which will involve or lead to the possibility of a loss, or noticeable degradation of a service. Depending on the planning of the outage, we have two types of intervention:
# '''Scheduled''' interventions: planned and agreed in advance
# '''Unscheduled''' interventions: unplanned, usually triggered by an unexpected failure
 
= How to manage an intervention =
Interventions are recorded through the [https://goc.egi.eu/ GOCDB]. For more information, have a look at the [https://wiki.egi.eu/wiki/GOCDB/Input_System_User_Documentation#Downtimes|downtimes description]
 
== Scheduled interventions ==
* Scheduled interventions MUST be declared at least 24 h in advance, specifying reason and duration.
* Existing scheduled interventions CAN be extended, provided that it’s done 24 hours in advance.
 
== Unscheduled interventions ==
* Any intervention declared less than 24 h in advance will be considered '''unscheduled'''.
* Sites MUST declare unscheduled interventions as soon as they are detected to inform the users. Unscheduled interventions CAN be declared up to 48 hours in the past (retroactive information to the user community)
 
== Required information ==
 
The required information to fill in when declaring an intervention are:
* Severity (Outage or Warning)
* Description
* Timezone
* Starting and ending dates
* Affected site / Affected services and endpoints
 
=Recommendations=
* For interventions that impact end users, the downtime SHOULD be declared 5 working days in advance, specifying reason and duration.
* A post−mortem SHOULD be included in the downtime report.
 
=Notifications=
intervention notifications (through broadcasts, RSS feeds, etc) as specified in the following procedures are automatically sent when declaring a downtime in GOCDB: at declaration time, 24 h in advance and 1 h before the intervention.
 
=Suspension policy=
Sites on downtime for more than 1 month will be suspended/uncertified.
AT_RISK downtime declarations are only for providing warnings to users, and are ignored for calculating site availability (actual status will be used).
== Revision History  ==
 
{| border="3"
|-
! Version
! Authors
! Date
! Comments
|-
|
| M. Krakowian
| 19 August 2014
| Change contact group -> Operations support
|}

Latest revision as of 13:50, 25 August 2021