Alert.png The wiki is deprecated and due to be decommissioned by the end of September 2022.
The content is being migrated to other supports, new updates will be ignored and lost.
If needed you can get in touch with EGI SDIS team using operations @ egi.eu.

Difference between revisions of "PROC01 EGI Infrastructure Oversight escalation"

From EGIWiki
Jump to navigation Jump to search
Line 151: Line 151:
|  
|  
*inform NGI managers about unresponsive site   
*inform NGI managers about unresponsive site   
*in case of no upgrade plan till the end of '''XXXX '''<span lang="en" class="short_text" id="result_box"><span class="hps">site might be suspended by COD or CSIRT
*in case of no upgrade plan till the end of '''XXXX '''<span lang="en" id="result_box" class="short_text"><span class="hps">site might be suspended by COD or CSIRT
</span></span>
</span></span>




<br>


<br>  
<br>  
Line 163: Line 165:
| &nbsp;?  
| &nbsp;?  
| COD<br>  
| COD<br>  
| If NGI cannot solve the problem at the NGI level, COD try to help to find the solution.  
|  
If NGI cannot solve the problem at the NGI level, COD try to help to find the solution.  
 
After '''d''''''ecommission deadline''' COD suspend sites with unsupported software.
 
|  
|  
|}
|}

Revision as of 12:27, 19 November 2012

Main EGI.eu operations services Support Documentation Tools Activities Performance Technology Catch-all Services Resource Allocation Security


Documentation menu: Home Manuals Procedures Training Other Contact For: VO managers Administrators



Title Grid Oversight escalation
Document link https://wiki.egi.eu/wiki/PROC01
Last modified 2.0 - 30.09.2011
Policy Group Acronym GOO/COD
Policy Group Name Grid Operations Oversight/Central Operator on Duty
Contact Group manager-central-operator-on-duty@mailman.egi.eu
Document Status Approved
Approved Date 26.07.201
Procedure Statement The purpose of this document is to define escalation procedure for operational problems
Owner Owner of procedure


Workflow and escalation procedures

Escalation for operational problem at site


This section introduces a critical part of operations in terms of sites' problems detection, identification and solving. The escalation procedure is a procedure that ROD must follow whenever any problem related to a site is detected. The main goal of the procedure is to track the problem follow-up process as a whole and keep the process consistent from the time of detection until the time when the ultimate solution is reached.

Below are the detailed steps of the escalation procedure if no response is received for the notification of a problem or the problem has been unattended for.

Escalationprocedureflow.jpg

Escalation procedure.png


When an alarm appears on the ROD dashboard, at most after 24 hours from the problem occurrence ROD should start the procedure below:

(Max Duration collumn shows time in working days which you have to wait before you move to next step in the escalation procedure )

Step [#]

Max. Duration [work days]

(time before moving to next step)

Resp. Unit Escalation procedure Content of the message
1 3 ROD Send mail to the site administrator with CC to NGI/ROC operations manager and GGUS (operational ticket is being created).
  • ask for immediate action
  • in case of no response for 3 working days ROD will escalate the issue
2 3 ROD Send mail to the site administrator with CC to NGI/ROC operations manager and GGUS.

(optionally: a phone call to site, just to make sure that e-mail communication channel is working);

After 3 days period with no response from site administrator issue should be escalated to NGI/ROC operations manager.

  • ask for immediate action
  • in case of no response for 3 working days ROD will escalate the issue to NGI/ROC operations manager
3 5 NGI  manager

NGI/ROC operations manager should at the political level make site responsive or suspend the site. (it can be done by phone, mail or on the meeting)

If the problem needs to be escalated to EGI level then NGI/ROC operations manager ask ROD to send an mail to COD with CC to site administrator, ROD and GGUS.(see Content of the message)

ROD team is still responsible to take care about the ticket on the Operations Portal.

  • informing COD that the problem cannot be solved at the NGI level and ask for help to resolve it
4 1 COD
  1. If no action was taken by NGI/ROC operations manager for 5 working days COD send an mail to NGI/ROC operations manager with CC to site administrator, ROD and GGUS. If no response after 1 working day COD performs site suspension.
  2. If NGI cannot solve the problem at the NGI level, COD try to help to find the solution.


  • asking NGI/ROC operations manager to suspend the site
  • if no response after 1 working day COD will perform site suspension.


The communication should be recorded in GGUS ticket.

Escalation for operational problem with unsupported MW at site 

DRAFR

When an alarm appears on the ROD dashboard, at most after 24 hours from the problem occurrence ROD should start the procedure below:

(Max Duration collumn shows time in working days which you have to wait before you move to next step in the escalation procedure )

Step [#] Dashboad step

Max. Duration [work days]

(time before moving to next step)

Resp. Unit Escalation procedure Content of the message
1 1st step 10?
ROD

Create a ticket through Operations Portal. 

Mail is send to the site administrator with CC to NGI/ROC operations manager and GGUS.

  • ask to provide information about upgrade plan with 2 weeks deadline
  • in case of no response or plan,  ROD will escalate the issue to NGI manager
2 NGI step 5?
NGI  manager

Escalate ticket to NGI manager through Operations Dashboard.

Mail is send to the site administrator with CC to NGI/ROC operations manager and GGUS.

(optionally: a phone call to site, just to make sure that e-mail communication channel is working);

NGI manager should check why site is unresponsive or what is the reason site cannot migrate to supported software version. Site and NGI manager should decide on upgrade plan or site/endpoint decommission.

In case of issues which cannot be solved on NGI level, ROD should escalate ticket to COD

  • inform NGI managers about unresponsive site 
  • in case of no upgrade plan till the end of XXXX site might be suspended by COD or CSIRT




3 COD step  ? COD

If NGI cannot solve the problem at the NGI level, COD try to help to find the solution.

After d'ecommission deadline' COD suspend sites with unsupported software.


The communication should be recorded in GGUS ticket.

Escalation for operational problem with ROD

This section introduces a critical part of operations in terms of problem with ROD. The escalation procedure is a procedure that COD must follow whenever any problem related to ROD work is detected. The main goal of the procedure is to track the problem follow-up process as a whole and keep the process consistent from the time of detection until the time when the ultimate solution is reached.

The procedure applies only in case when ROD is not handling issues on operational dashboard according to operational procedures.

(Max Duration collumn shows time in working days which you have to wait before you move to next step in the escalation procedure )

Step [#]

Max. Duration [work days]

(time before moving to next step)

Resp. Unit Escalation procedure Content of the message
1 3 COD Send mail to the ROD with CC to NGI/ROC, COD and GGUS (operational ticket is being created).
  • ask for explanation why an issue was not handled according to procedures
  • ask for immediate action
  • in case of no response for 3 working days COD will contact NGI/ROC manager
2 3 COD Send mail to NGI/ROC manager with CC to ROD, COD and GGUS.
  • Report that ROD is not responsive and not handling operational issues according to procedure
  • In case of no response for 3 working days COD will contact COO
3 (without delay) COD Send mail to COO with CC NGI/ROC manager, COD and GGUS.
  • Report that ROD and NGI/ROC manager is not responsive and not handling operational issues according to procedure

The precondition to stop escalation is that all issues not handled according to procedure disappeared from COD dashboard.

The communication should be recorded in GGUS ticket.

Revision history

Version Authors Date Comments