PROC01 EGI Infrastructure Oversight escalation
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PROC01: COD escalation procedure
- Title: COD escalation procedure
- Document link: https://wiki.egi.eu/wiki/PROC01
- Last modified: 22.10.2010
- Version: 1.0
- Policy Group Acronym: GOO/COD
- Policy Group Name: Grid Operations Oversight/Central Operator on Duty
- Contact Person: Małgorzata Krakowian, Marcin Radecki
- Document Status: APPROVED
- Approved Date: 26.10.2010
- Procedure Statement: The purpose of this document is to define escalation procedure for operational problems
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.
When an alarm appears on the ROD dashboard (after 24 hours from the problem occurrence):
Step [#] | Max. Duration [work days] | Resp. Unit | Escalation procedure | Content of the message |
1 | 3 | ROD | Send mail to the site administrator with CC to NGI/ROC manager and GGUS (operational ticket is being created). |
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2 | 3 | ROD | Send mail to the site administrator with CC to NGI/ROC 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 COD. |
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3 | 3 | COD | Send mail to NGI/ROC manager with CC to site administrator, ROD and GGUS. |
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4 | 1 | COD | If no response is obtained from either the site, ROD or NGI/ROC manager.
Send mail to NGI/ROC manager with CC to site administrator, ROD and GGUS. If no response after 1 working day COD performs site suspension. |
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NB : When availability/reliability monthly thresholds are not met, a site is requested to provide justification through a COD ticket. The ticket in this procedure equals to an alarm appearing in the ROD dashboard.
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.
Step [#] | Max. Duration [work days] | 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). |
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2 | 3 | COD | Send mail to NGI/ROC manager with CC to ROD, COD and GGUS. |
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3 | (without delay) | COD | Send mail to COO with CC NGI/ROC manager, COD and GGUS. |
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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.