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Difference between revisions of "WI03 RC and RP OLA violation report followup"

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= 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.
Check if the site was mentioned in [https://wiki.egi.eu/wiki/List_of_underperforming_sites Under performing sites wiki page]. In some cases there could be no need to open a ticket.
|-
|-
| 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
Check if the site was mentioned in [https://wiki.egi.eu/wiki/List_of_underperforming_sites Under performing sites wiki page] In some cases there could be no need to open a ticket.
 
|-
<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 [https://wiki.egi.eu/wiki/Availability_and_reliability_internal_procedure_for_COD#How_to_use_ticket_generator ticket generator]
#Create summary and send to opertions@ egi.eu
|-
|
|
| 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 put as a solution of the ticket
<pre>'The explanation is found satisfactory. Thank you!'. </pre>


After that you should set child ticket to 'verified' status.
|-
|-
| '''After''' 7 working days from when the tickets are created.
| 3
| 5
| MK
|  
|  
| 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
* When explanation was not provided put as a solution of the ticket
#Follow-up GGUS tickets against NGIs
<pre>The explanation was not provided. Within 3 working days the EGI Chief Operations Officer will decide to suspend the site.</pre>
* In case of suspension put as a solution of the ticket
<pre>According to availability/reliability reports <SITE NAME> has achieved
poor performance below target Ava. 50% or Rel. 50% in three consecutive months.
Due to no justification within 10 working days the site will be suspended.</pre>
* After that you should set child ticket to 'verified' status.
|-
|
| 
|2
| Suspend in GOC DB sites from '''sites for suspension'''' list qualified for suspension.
* As a reason in Goc db put link to the ticket
|-
|
| 
|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


If there are issues to COO, involve COO to parent GGUS ticket.
|-
|
| 
|4
| Update [https://wiki.egi.eu/wiki/List_of_underperforming_sites Under performing sites wiki page]. Put here outstanding cases which should be recorded. This could be used for example to avoid opening a ticket next month for a solved issue.
|-
|}
|}


= Questions/issues =
<br>


''MR: what do we do with sites marked with "n/a"?''
=== NGI managers email (example)<br>  ===
<pre>Subject:&nbsp;EGI RC OLA and RP OLA Reports for October 2014


''MK: we don't take into account  months with "N/A" ''
Content:&nbsp;Dear NGI managers


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


<span style="color:#FF0000">'''VERY IMPORTANT'''</span>
https://documents.egi.eu/public/ShowDocument?docid=2352


<span style="background:#FF0000"> In grid view NGIs/ROCs are named differently then in GGUS. You should change NGI/ROC name according to GGUS.</span>
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
</pre>
=== DOC&nbsp;DB content (example)  ===
<pre>Title:&nbsp;EGI RC OLA and RP OLA Reports for October 2014


{| border="1" cellspacing="0" cellpadding="5" align="center"
Abstract:&nbsp;Container for reports supporting
!GGUS
!Gridview
|-
| ROC_DECH
| GermanySwitzerland
|-
| ROC_Asia/Pacific
| AsiaPacific
|-
| ROC_Italy
| Italy
|-
| ROC_CERN
| CERN
|-
| ROC_Russia
| Russia
|-
| ROC_North
| NorthernEurope
|-
| ROC_UK/Ireland
| UKI
|-
| ROC_SE
| SouthEasternEurope
|-
| ROC_SW
| SouthWesternEurope
|-
|}
 
= Tickets content =


== Request for explanation ==
Resource Centre Operational Level Agreement


<pre>
https://documents.egi.eu/document/31
Subject:$SU/$siteName - availability/reliability statistics for $date


Dear $SU,
and


According to recent availability/reliability report $siteName has achieved
Resource infrastructure Provider Operational Level Agreement
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 $siteName site?
https://documents.egi.eu/document/463
</pre>
=== GGUS&nbsp;Ticket content (template)  ===
<pre>$NGI - $MONTH $YEAR - RP/RC OLA performance


Your explanation must be returned within 7 working days from when the ticket is created.
Dear NGI/ROC,
If the explanation is not given in due time, or the explanation is found inadequate,
the EGI Chief Operations Officer can decide within 3 working days after the deadline
to suspend the site.


If the site was certified during last month please close this ticket and  
the EGI RC OLA and RP OLA Report for November 2020 has been produced and is available at the following links:
put this info in a ticket solution field. There is known bug in report  
- 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)
generation tool being worked on.
- 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:


Best Regards,
============= RC Availability Reliability [2]==========
EGI Central Operator on Duty
</pre>


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


<pre>
$SITE
Subject:$SU/$siteName site suspension
$SITE
$SITE


Dear $SU,
* 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].


According to recent availability/reliability report $siteName has achieved
If NGI intervene and performance is still below targets 3 days after the intervention, the site will also be suspended.
poor performance below target Ava. 50% or Rel. 50% in three consecutive months.
More details: https://wiki.egi.eu/wiki/Availability_and_reliability_monthly_statistics.


According to procedures approved on OMB 17.08, site will be suspended within 10 working days unless the NGI intervene.
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.
If you think that the site should not be suspended please provide justification within 10 working days.


Best Regards,
EGI Central Operator on Duty
</pre>


= How to use ticket generator =
============= Quality of Support [1]==========


current version of the script: 3.0
According to recent report your NGI achieved insufficient Quality of Support performance:  


* '''Configure the script'''.
less urgent (expected 5 working days):
urgent (expected 5 working days):
very urgent (expected 1 working day):
top priority (expected 1 working day): 


In start-explanations.pl/start-suspend.pl file at the beginning of the script you have to fill in following variable:
In order to see the details (https://wiki.egi.eu/wiki/Service_Level_Target_-_Quality_of_Support ):


<pre>
1) go on https://ggus.eu/?mode=report_view
# PRODUCTION
2) choose "response times" or "tickets submitted" and the proper timeframe
my $endpoint = "https://gusiwr.fzk.de/arsys/services/ARService?server=gusiwr&webService=Grid_HelpDesk";
3) select your NGI
my $user = ""; # login to GGUS web-services
4) group by Responsible unit and priority
my $pass = ""; # password to GGUS web-services
5) click on the lines displayed for getting the tickets details


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


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


The input plain file format for both scripts is as follow:
If no explanation is provided, the EGI Operation will be informed about the situation and may take further steps.


''ROC/NGI support unit in GGUS; Site name; Availability; Reliability;''
**********************


Remember that in each line should be one site and the number of semicolons should be always 4. For start-suspend.pl script Availability and Reliability values are omitted but semicolons are necessary.


example:
Links:
<pre>
NGI_PL; CYFRONET_LCG2; 50%; 10%;
NGI_PL; IFJ-PAN; 15%; 3%;
</pre>


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


Login to machine with perl installed and execute the script as follow:
[2] https://documents.egi.eu/public/ShowDocument?docid=31 "Resource Centre Operational Level Agreement"


''perl start-explanations.pl/start-suspend.pl PARENT_TICKET_ID "DATE" FILE_NAME''
[3] https://wiki.egi.eu/wiki/PROC01 "EGI Infrastructure Oversight escalation"


PARENT_TICKET_ID - number of "Availability/reliability statistics for *" ticket
[4] https://wiki.egi.eu/wiki/PROC10 "Recomputation of SAM results or availability reliability statistics"


DATE - date of the report. Format: "month year"
[5] https://wiki.egi.eu/wiki/MAN05 "top-BDII and site-BDII High Availability"


FILE_NAME - file with input availability/reliability data
[6] https://wiki.egi.eu/wiki/PROC04 "Quality verification of monthly availability and reliability statistics"


example:
Best Regards,
<pre>
EGI Operations
  perl start-explanations.pl 4121 "May 2010" dane.txt
</pre>


= Best practice =
</pre>
More info about [[Ticket generator Availability Reliability|Ticket generator for A/R]]


Verification:
<br>
* when the explanation is satisfactory, put as a solution "The explanation is found satisfactory. Thank you! ". Close the ticket and verify it.
** it is good to let other know that we really look at their explanations
* If the site explaining that site administrator was on holidays put as a solution "This time the explanation is found satisfactory, although for the future in case of administrators holidays site should provide administrator deputy. If it is not possible then NGI should put site which is failing in downtime. Thank you!". Close the ticket and verify it.
* if there is no explanation, after the deadline put "The explanation was not provided. Within 3 working days the EGI Chief Operations Officer will decide to suspend the site.". Close the ticket and verify it.
** it will tell people what will happened next


Final report:
[[Category:Infrastructure_Oversight]]
* put in the parent ticket as a solution the report. In the report should be added:
** 'sites to be pass to COO', 'sites suspended by COD'
** it is good to put name of the site and the ticket - it will help COO

Latest revision as of 16:18, 30 July 2021

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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


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