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 "WI03 RC and RP OLA violation report followup"

From EGIWiki
Jump to navigation Jump to search
 
(134 intermediate revisions by 9 users not shown)
Line 1: Line 1:
= Internal procedure for COD =
{{Template:Op menubar}} {{Template:GO menubar}} {{TOC_right}}
[[Category:Deprecated]]
{| style="border:1px solid black; background-color:lightgrey; color: black; padding:5px; font-size:140%; width: 90%; margin: auto;"
| style="padding-right: 15px; padding-left: 15px;" |
|[[File:Alert.png]] This article is '''Deprecated''' and should no longer be used, but is still available for reasons of reference.
|}
<br>


This page describes steps which should be taken by COD shifter to follow availability/reliability issues.
= RC and RP OLA&nbsp;violation work instruction for EGI Operations  =


This page describes steps which should be taken to follow RC and RP&nbsp;OLA violation issues.


When GGUS ticket about availability/reliability metrics is assigned to COD:
== General info  ==


*'''Receiver''': NGI
*'''Subject''': RC and RP&nbsp;OLA violation<br>
*'''Threshold''':&nbsp;
*'''Goal''': We expect to see improvement
*'''Deadline for answers''': 10 days
*'''No response''':&nbsp;


{| border="1" cellspacing="0" cellpadding="5" align="center"
== Steps  ==
!Timelines
 
!Step
Starts with 1 day of the month<br>
!Substep
 
! Description
{| border="1" class="wikitable"
|-
|-
| '''Step [#]'''
| <br>
|  
|  
| 1
'''Max. Duration [work days]'''
|
 
| Add ticket url to [https://wiki.egi.eu/wiki/Availability_and_reliability_internal_procedure_for_COD_tickets Availability and reliability internal procedure for COD tickets] page
(time before moving to next step)
|-
 
|
| '''Responsible'''
|2
| '''Step'''
|
| Ava/Rel report review
|-
|
|
| 1
| Prepare ''''sites for suspension'''' list: Look at two previous months in AR report and the current one. If all are below 50% then sites qualifies for suspension.
|-
|-
| rowspan="3" | 1 <br>
| 1
| rowspan="3" | 10<br>
| SLM, CA
|  
|  
|
#'''SLM''':&nbsp;Produce '''Availability/Reliability report'''  
| 2
#'''SLM:'''&nbsp;Create DOC&nbsp;DB&nbsp;entry and add link to&nbsp; https://wiki.egi.eu/wiki/Availability_and_reliability_monthly_statistics
| Prepare ''''sites to be asked for explanation'''' list: Look at current months in AR report. If Ava. is below 70% or Rel. below 75% then sites qualifies to be asked for explanation. This list should be prepared according to requirements for input file for [https://wiki.egi.eu/wiki/Availability_and_reliability_internal_procedure_for_COD#How_to_use_ticket_generator ticket generator]
#'''SLM''': Send mail to operations @ egi.eu
|-
 
|
<br>
|3 
 
|
| Create tickets for each case as a child to the tickets assigned to COD
|-
|-
| 2<br>
| PS
|  
|  
|
#Create report for '''NGI&nbsp;Top BDII'''<br>
| 1
#Add report to DOC&nbsp;DB entry created by SLM
| For ''''sites for suspension'''' list please use template [https://wiki.egi.eu/wiki/Availability_and_reliability_internal_procedure_for_COD#Site_for_suspension Site for suspension]
#Create summary and send to opertions@ egi.eu
 
|-
|-
|
| 3
|
| MK
| 2
| For ''''sites to be asked for explanation'''' list please use [https://wiki.egi.eu/wiki/Availability_and_reliability_internal_procedure_for_COD#How_to_use_ticket_generator ticket generator]
|-
| '''Within''' 7 working days from when the tickets are created.
| 4
|
| When explanation is provided and is found satisfactory, you should set child ticket to 'verified' status.
|-
| '''After''' 7 working days from when the tickets are created.
| 5
|  
|  
| Final action.
#Create report for '''ROD performance index, NGI&nbsp;SAM&nbsp; and QoS '''<br>
#Add reports to DOC&nbsp;DB entry for [https://wiki.egi.eu/wiki/ROD_performance_index#Performance_reports ROD performance index], NGI&nbsp;SAM (same as for BDII)&nbsp; and QoS <br>
#Create summary and send to Opertions@ egi.eu
#Create summary for <br>#*'''NGIs: underperforming ava/rel''' <br>#*'''NGIs: high Unknown''' <br>#*'''RCs: underpeforming ava/rel for 3 months''' <br>#'''CA''':&amp;nbsp;Send summary to Opertions@ egi.eu
 
|-
|-
| 2<br>
| <br>
| 10<br>
| VS<br>
|  
|  
| 
#Put summary of reports together<br>
|1
#Send email to NOC&nbsp;managers about all reports (link to DOC&nbsp;DB)  
| Close all open tickets.
#Create master and child GGUS tickets against NGIs
|-
#Follow-up GGUS tickets against NGIs
|
 
| 
|2
| Suspend in GOC DB sites from '''sites for suspension'''' list qualified for suspension.
|-
|
| 
|3
| Prepare summary report of explanations (it should be placed in parent ticket):
# sites which are not responsive
# sites which provided not satisfactory explanation
# ROCs/NGIs which are not responsive
|-
|}
|}


= Tickets content =
<br>


== Request for explanation ==
=== NGI managers email (example)<br>  ===
<pre>Subject:&nbsp;EGI RC OLA and RP OLA Reports for October 2014


<pre>
Content:&nbsp;Dear NGI managers
Subject:$SU/$siteName - availability/reliability statistics for $date


Dear $SU,
Please find EGI RC OLA and RP OLA Reports for October 2014 under:


According to recent availability/reliability report $siteName has achieved
https://documents.egi.eu/public/ShowDocument?docid=2352
poor performance Ava. $availability  Rel. $realiability.
More details: https://wiki.egi.eu/wiki/Availability_and_reliability_monthly_statistics.


Could you please provide explanations for poor performance of the $siteName site?
Entry includes reports:
* EGI Cloud RC A/R
* EGI RP/RC A/R/U
* EGI RP Quality of Support
* EGI RP ROD performance index
* EGI RP SAM A/R
* EGI RP Top-BDII A/R


Your explanation must be returned within 7 working days from when the ticket is created.
Best Regards
If the explanation is not given in due time, or the explanation is found inadequate,
</pre>
the EGI Chief Operations Officer can decide within 3 working days after the deadline
=== DOC&nbsp;DB content (example)  ===
to suspend the site.
<pre>Title:&nbsp;EGI RC OLA and RP OLA Reports for October 2014


If the site was certified during last month please close this ticket and
Abstract:&nbsp;Container for reports supporting
put this info in a ticket solution field. There is known bug in report
generation tool being worked on.


Resource Centre Operational Level Agreement


Best Regards,
https://documents.egi.eu/document/31
EGI Central Operator on Duty
 
</pre>
and
 
Resource infrastructure Provider Operational Level Agreement
 
https://documents.egi.eu/document/463
</pre>
=== GGUS&nbsp;Ticket content (template)  ===
<pre>$NGI - $MONTH $YEAR - RP/RC OLA performance
 
Dear NGI/ROC,
 
the EGI RC OLA and RP OLA Report for November 2020 has been produced and is available at the following links:
- NGIs reports: http://egi.ui.argo.grnet.gr/egi/report-ar/Critical/NGI?month=2020-11 (Clicking on the NGI name, it will be displayed the resource centres A/R figures)
- RCs reports: http://egi.ui.argo.grnet.gr/egi/report-ar/Critical/SITES?month=2020-11
 
According to the Service targets reports for Resource infrastructure Provider [1] and Resource Centre[2] OLAs, the following problems occurred:
 
============= RC Availability Reliability [2]==========
 
According to recent availability/reliability report following sites have achieved insufficient performance below Availability target threshold in 3 consecutive months (September, October, and November):
 
$SITE
$SITE
$SITE
 
* During the 10 working days after receiving this ticket the NGI can suspend the site or ask to not suspend the site by providing adequate explanation. If no answer is provided to this ticket, the NGI will be contacted by email; if no reply will be provided to the email, the site will be suspended[6].
 
If NGI intervene and performance is still below targets 3 days after the intervention, the site will also be suspended.
 
If you think that the site should not be suspended please provide justification in this ticket within 10 working days. In case the site performance rises above targets within 3 days from providing explanation, the site will not be suspended. Otherwise EGI Operations may decide on suspension of the site.


== Site for suspension ==


<pre>
============= Quality of Support [1]==========
Subject:$SU/$siteName site suspension


Dear $SU,
According to recent report your NGI achieved insufficient Quality of Support performance:


According to recent availability/reliability report $siteName has achieved
less urgent (expected 5 working days):
poor performance below target Ava. 50% or Rel. 50% in three consecutive months.
urgent (expected 5 working days):
More details: https://wiki.egi.eu/wiki/Availability_and_reliability_monthly_statistics.
very urgent (expected 1 working day):
top priority (expected 1 working day):


According to procedures site will be suspended within 7 working days unless the NGI intervene.
In order to see the details (https://wiki.egi.eu/wiki/Service_Level_Target_-_Quality_of_Support ):
If you think that the site should not be suspended please provide justification within 7 working days.


Best Regards,
1) go on https://ggus.eu/?mode=report_view
EGI Central Operator on Duty
2) choose "response times" or "tickets submitted" and the proper timeframe
</pre>
3) select your NGI
4) group by Responsible unit and priority
5) click on the lines displayed for getting the tickets details




= How to use ticket generator =
Please investigate the reasons for mentioned above situation and provide an explanation for each case in this ticket within 10 days from receiving it.


* '''Configure the script'''. In start.pl file at the beginning of the script you have to fill in following variable:
If no explanation is provided, the EGI Operation will be informed about the situation and may take further steps.


<pre>
**********************
# PRODUCTION
my $endpoint = "https://gusiwr.fzk.de/arsys/services/ARService?server=gusiwr&webService=Grid_HelpDesk";
my $user = ""; # login to GGUS web-services
my $pass = ""; # password to GGUS web-services


# Submitter data, Those data will be used as submitter's data to create tickets
my $Mail = ""; # your email adress
my $DN = "";  # your DN
my $Name = ""; # Name and Surname
</pre>


* '''Prepare input file.''' the input plain file format is as follow:
Links:


''ROC/NGI; Site name; Availability; Reliability;''
[1] https://documents.egi.eu/public/ShowDocument?docid=463 "Resource infrastructure Provider Operational Level Agreement"


Remember that in each line should be one site and the number of semicolons should be always 4.
[2] https://documents.egi.eu/public/ShowDocument?docid=31 "Resource Centre Operational Level Agreement"


example:
[3] https://wiki.egi.eu/wiki/PROC01 "EGI Infrastructure Oversight escalation"
<pre>
NGI_PL; CYFRONET_LCG2; 50%; 10%;
NGI_PL; IFJ-PAN; 15%; 3%;
</pre>


* '''Execute the tool'''
[4] https://wiki.egi.eu/wiki/PROC10 "Recomputation of SAM results or availability reliability statistics"


Login to machine with perl installed and execute the script as follow:
[5] https://wiki.egi.eu/wiki/MAN05 "top-BDII and site-BDII High Availability"


''perl start.pl PARENT_TICKET_ID "DATE" FILE_NAME''
[6] https://wiki.egi.eu/wiki/PROC04 "Quality verification of monthly availability and reliability statistics"


PARENT_TICKET_ID - number of "Availability/reliability statistics for *" ticket
Best Regards,
EGI Operations


DATE - date of the report. Format: "month year"
</pre>
More info about [[Ticket generator Availability Reliability|Ticket generator for A/R]]


FILE_NAME - file with input availability/reliability data
<br>


example:
[[Category:Infrastructure_Oversight]]
<pre>
  perl start.pl 4121 "May 2010" dane.txt
</pre>

Latest revision as of 16:18, 30 July 2021

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


EGI Infrastructure Operations Oversight menu: Home • EGI.eu Operations Team • Regional Operators (ROD) 


Alert.png This article is Deprecated and should no longer be used, but is still available for reasons of reference.


RC and RP OLA violation work instruction for EGI Operations

This page describes steps which should be taken to follow RC and RP OLA violation issues.

General info

  • Receiver: NGI
  • Subject: RC and RP OLA violation
  • Threshold: 
  • Goal: We expect to see improvement
  • Deadline for answers: 10 days
  • No response: 

Steps

Starts with 1 day of the month

Step [#]

Max. Duration [work days]

(time before moving to next step)

Responsible Step
1
1 10
 SLM, CA
  1. SLM: Produce Availability/Reliability report
  2. SLM: Create DOC DB entry and add link to  https://wiki.egi.eu/wiki/Availability_and_reliability_monthly_statistics
  3. SLM: Send mail to operations @ egi.eu


2
 PS
  1. Create report for NGI Top BDII
  2. Add report to DOC DB entry created by SLM
  3. Create summary and send to opertions@ egi.eu
3 MK
  1. Create report for ROD performance index, NGI SAM  and QoS
  2. Add reports to DOC DB entry for ROD performance index, NGI SAM (same as for BDII)  and QoS
  3. Create summary and send to Opertions@ egi.eu
  4. Create summary for
    #*NGIs: underperforming ava/rel
    #*NGIs: high Unknown
    #*RCs: underpeforming ava/rel for 3 months
    #CA:&nbsp;Send summary to Opertions@ egi.eu
2
10
 VS
  1. Put summary of reports together
  2. Send email to NOC managers about all reports (link to DOC DB)
  3. Create master and child GGUS tickets against NGIs
  4. Follow-up GGUS tickets against NGIs


NGI managers email (example)

Subject: EGI RC OLA and RP OLA Reports for October 2014

Content: Dear NGI managers

Please find EGI RC OLA and RP OLA Reports for October 2014 under:

https://documents.egi.eu/public/ShowDocument?docid=2352

Entry includes reports:
* EGI Cloud RC A/R
* EGI RP/RC A/R/U
* EGI RP Quality of Support
* EGI RP ROD performance index
* EGI RP SAM A/R
* EGI RP Top-BDII A/R

Best Regards

DOC DB content (example)

Title: EGI RC OLA and RP OLA Reports for October 2014

Abstract: Container for reports supporting 

Resource Centre Operational Level Agreement

https://documents.egi.eu/document/31

and

Resource infrastructure Provider Operational Level Agreement

https://documents.egi.eu/document/463

GGUS Ticket content (template)

$NGI - $MONTH $YEAR - RP/RC OLA performance

Dear NGI/ROC,	

the EGI RC OLA and RP OLA Report for November 2020 has been produced and is available at the following links:
- NGIs reports: http://egi.ui.argo.grnet.gr/egi/report-ar/Critical/NGI?month=2020-11 (Clicking on the NGI name, it will be displayed the resource centres A/R figures)
- RCs reports: http://egi.ui.argo.grnet.gr/egi/report-ar/Critical/SITES?month=2020-11

According to the Service targets reports for Resource infrastructure Provider [1] and Resource Centre[2] OLAs, the following problems occurred:

============= RC Availability Reliability [2]==========

According to recent availability/reliability report following sites have achieved insufficient performance below Availability target threshold in 3 consecutive months (September, October, and November):

$SITE
$SITE
$SITE 

* During the 10 working days after receiving this ticket the NGI can suspend the site or ask to not suspend the site by providing adequate explanation. If no answer is provided to this ticket, the NGI will be contacted by email; if no reply will be provided to the email, the site will be suspended[6]. 

If NGI intervene and performance is still below targets 3 days after the intervention, the site will also be suspended.

If you think that the site should not be suspended please provide justification in this ticket within 10 working days. In case the site performance rises above targets within 3 days from providing explanation, the site will not be suspended. Otherwise EGI Operations may decide on suspension of the site.


============= Quality of Support [1]==========

According to recent report your NGI achieved insufficient Quality of Support performance: 

less urgent (expected 5 working days): 
urgent (expected 5 working days):
very urgent (expected 1 working day):
top priority (expected 1 working day):  

In order to see the details (https://wiki.egi.eu/wiki/Service_Level_Target_-_Quality_of_Support ):

1) go on https://ggus.eu/?mode=report_view
2) choose "response times" or "tickets submitted" and the proper timeframe
3) select your NGI
4) group by Responsible unit and priority
5) click on the lines displayed for getting the tickets details


Please investigate the reasons for mentioned above situation and provide an explanation for each case in this ticket within 10 days from receiving it. 

If no explanation is provided, the EGI Operation will be informed about the situation and may take further steps.

**********************


Links:

[1] https://documents.egi.eu/public/ShowDocument?docid=463 "Resource infrastructure Provider Operational Level Agreement"

[2] https://documents.egi.eu/public/ShowDocument?docid=31 "Resource Centre Operational Level Agreement"

[3] https://wiki.egi.eu/wiki/PROC01 "EGI Infrastructure Oversight escalation"

[4] https://wiki.egi.eu/wiki/PROC10 "Recomputation of SAM results or availability reliability statistics"

[5] https://wiki.egi.eu/wiki/MAN05 "top-BDII and site-BDII High Availability"

[6] https://wiki.egi.eu/wiki/PROC04 "Quality verification of monthly availability and reliability statistics"

Best Regards,
EGI Operations

More info about Ticket generator for A/R


Retrieved from "https://wiki.egi.eu/w/index.php?title=WI03_RC_and_RP_OLA_violation_report_followup&oldid=113136"