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

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</pre>  
</pre>  
=== GGUS&nbsp;Ticket content (template)  ===
=== GGUS&nbsp;Ticket content (template)  ===
<pre>Subject: '''$NGI_SU - $date''' - RP/RC OLA violation
<pre>Subject: $NGI_SU - $date - RP/RC OLA violation


Dear NGI,
Dear NGI,
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[1] and Resource Center[2] OLA for '''October '''following problems occurred:
[1] and Resource Center[2] OLA for '''October '''following problems occurred:


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


============= RC Availability Reliability [2]==========
============= RC Availability Reliability [2]==========
Line 132: Line 132:


achieved insufficient performance below Availability target
achieved insufficient performance below Availability target
threshold in 3 consecutive months '''(August, September, October)''':
threshold in 3 consecutive months (August, September, October):
* site name - ava:  rel:
* site name - ava:  rel:
*
*
Line 170: Line 170:


Unknown metric in your NGI has been spotted with higher than 10% value:
Unknown metric in your NGI has been spotted with higher than 10% value:
*&nbsp;Site %
*&nbsp;Site&nbsp;%


Note:
Note:
Having a high percentage of UNKNOWN status of sites implies that there is no  
Having a high percentage of UNKNOWN status of sites implies that there is no  


data available regarding the  
data available regarding the site availability for a substantial amount of time.  
site availability for a substantial amount of time. For more information about  
For more information about UNKNOWN status please visit [6]
 
UNKNOWN status please visit [6]


We would like to kindly ask you to take an action to decrease Unknown metric.
We would like to kindly ask you to take an action to decrease Unknown metric.

Revision as of 12:20, 13 November 2014

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) 




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
  4. CA: Create summary for
    • NGIs: underperforming ava/rel
    • NGIs: high Unknown
    • RCs: underpeforming ava/rel for 3 months
  5. CA: Send summary to Opertions@ 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
2

10
MK or CA
  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. Add ticket URL to Underperforming sites and suspensions
  5. Follow-up GGUS tickets against NGIs
  6.  Update Underperforming sites and suspensions


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)

Subject: $NGI_SU - $date - RP/RC OLA violation

Dear NGI,	

According to the Service targets reports for Resource infrastructure Provider 
[1] and Resource Center[2] OLA for '''October '''following problems occurred:

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

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

According to recent availability/reliability report following sites have 

achieved insufficient performance below Availability target
threshold in 3 consecutive months (August, September, October):
* site name - ava:  rel:
*
*

* The sites will be suspended 10 working days after receiving this ticket unless 

NGI intervene. *

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.


============= RP Availability Reliability [1]==========

According to recent availability/reliability report the sites operated by your 

Operations Center have achieved insufficient average performance: 
- Availability:
- Reliability:

We would like to kindly ask you to take an action to improve your Resource 

Infrastructure performance.


============= RP Unknown [1]==========

Unknown metric in your NGI has been spotted with higher than 10% value:
* Site %

Note:
Having a high percentage of UNKNOWN status of sites implies that there is no 

data available regarding the site availability for a substantial amount of time. 
For more information about UNKNOWN status please visit [6]

We would like to kindly ask you to take an action to decrease Unknown metric.

============= Top BDII Availability Reliability [1]==========
According to availability/reliability Top Level BDII report your Top Level BDII 

achieved insufficient 
performance: 
- Availability:
- Reliability:

We would like to kindly ask you to take an action to improve your Top-BDII 

performance.

Note: 
If the top-BDII performance was due to problems with middleware or you believe 

there are errors in the computation, please send a GGUS ticket to the Service Level 
Management support unit, following the procedure [4]


If you need information on how to set up a highly available Top-BDII, have a 

look at [5]


============= SAM Availability Reliability [1]==========

According to availability/reliability SAM report your NGI SAM instance achieved 

insufficient performance:
- Availability:
- Reliability:

We would like to kindly ask you to take an action to improve your NGI SAM 

performance.


============= ROD performance index [1]==========

According to recent report more than 10 items were not handled by your ROD team 

according to the escalation procedure described in [3]
 
No. Tickets expired occurrence: 
No. Alarms older than 72h occurrence: 

We would like to kindly ask you to take an action to improve your ROD team 

performance.

============= 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):  


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

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

[2] https://documents.egi.eu/public/ShowDocument?docid=31

[3] https://wiki.egi.eu/wiki/PROC01

[4] https://wiki.egi.eu/wiki/PROC10

[5] https://wiki.egi.eu/wiki/MAN05

[6] https://wiki.egi.eu/wiki/Unknown_issue

Best Regards,
EGI Operations

More info about Ticket generator for A/R