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MAN02 Service intervention management

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DISCLAIMER: This manual obsoletes the previos EGEE version maintained on CERN EDMS

Title Service intervention management
Document link https://wiki.egi.eu/wiki/MAN02_Service_intervention_management
Last review Tferrari 00:37, 4 March 2011 (UTC)
Policy Group Acronym OMB
Policy Group Name Operations Management Board
Contact Person T. Ferrari. Original authors: M. Barroso, J. Shade
Document Status APPROVED
Approved 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:

  1. Scheduled interventions: planned and agreed in advance
  2. 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 declated 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).