Difference between revisions of "MAN02 Service intervention management"
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|Doc_title = Service intervention management | |Doc_title = Service intervention management | ||
|Doc_link = [[MAN02|https://wiki.egi.eu/wiki/MAN02]] | |Doc_link = [[MAN02|https://wiki.egi.eu/wiki/MAN02]] | ||
|Version = | |Version = 19 August 2014 | ||
|Policy_acronym = OMB | |Policy_acronym = OMB | ||
|Policy_name = Operations Management Board | |Policy_name = Operations Management Board | ||
|Contact_group = | |Contact_group = operations-support@mailman.egi.eu | ||
|Doc_status = Approved | |Doc_status = Approved | ||
|Approval_date = EGEE approved (Oct 2009) | |Approval_date = EGEE approved (Oct 2009) | ||
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Sites on downtime for more than 1 month will be suspended/uncertified. | 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). | AT_RISK downtime declarations are only for providing warnings to users, and are ignored for calculating site availability (actual status will be used). | ||
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| 19 August 2014 | |||
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Revision as of 11:48, 22 August 2014
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Service intervention management
DISCLAIMER: This manual obsoletes the previous EGEE version maintained on CERN EDMS
Title | Service intervention management |
Document link | https://wiki.egi.eu/wiki/MAN02 |
Last modified | 19 August 2014 |
Policy Group Acronym | OMB |
Policy Group Name | Operations Management Board |
Contact Group | operations-support@mailman.egi.eu |
Document Status | Approved |
Approved Date | EGEE approved (Oct 2009) |
Procedure Statement | This manual provides information on how to manage service interventions. |
Owner | Owner of procedure |
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 downtime management facility of GOCDB.
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)
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).
Version | Authors | Date | Comments |
---|---|---|---|
M. Krakowian | 19 August 2014 | Change contact group -> Operations support |