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

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|[[File:Alert.png]] This article is '''Deprecated''' and should no longer be used, but is still available for reasons of reference.
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<br>
 
= RC and RP OLA&nbsp;violation work instruction for EGI Operations  =


[[Category:Grid Oversight]]
This page describes steps which should be taken to follow RC and RP&nbsp;OLA violation issues.


= Internal procedure for COD - '''Availability and reliability work instruction for COD''' =
== General info ==


This page describes steps which should be taken by COD shifter to follow availability/reliability issues.
*'''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;


<br> When GGUS ticket about availability/reliability metrics is assigned to COD:
== Steps  ==


<br>  
Starts with 1 day of the month<br>  


{| align="center" cellspacing="0" cellpadding="5" border="1"
{| border="1" class="wikitable"
|-
|-
! Timelines
| '''Step [#]'''
! Step
| <br>
! Substep
|
! Description
'''Max. Duration [work days]'''
 
(time before moving to next step)
 
| '''Responsible'''
| '''Step'''
|-
|-
|  
| rowspan="3" | 1 <br>
| 1  
| 1  
| rowspan="3" | 10<br>
| SLM, CA
|  
|  
| Add ticket url to [[Underperforming_sites_and_suspensions| Underperforming_sites_and_suspensions]] page
#'''SLM''':&nbsp;Produce '''Availability/Reliability report'''
|-
#'''SLM:'''&nbsp;Create DOC&nbsp;DB&nbsp;entry and add link to&nbsp; https://wiki.egi.eu/wiki/Availability_and_reliability_monthly_statistics
|
#'''SLM''': Send mail to operations @ egi.eu
| 2
 
|
<br>
| Ava/Rel report review
|-
|
|
| 1
| Prepare ''''sites for suspension'''' list: Look at&nbsp; availability metics for two previous months in AR report and the current one. If all are below 70% then sites qualifies for suspension.  
Check if the site was mentioned in [[List_of_sites_for_which_the_availability_followup_procedures_were_not_applicable| List of sites for which the availability followup procedures were not applicable]] page. In some cases there could be no need to open a ticket.  


|-
|-
| 2<br>
| PS
|  
|  
|
#Create report for '''NGI&nbsp;Top BDII'''<br>
| 2
#Add report to DOC&nbsp;DB entry created by SLM
| 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 [[Grid_operations_oversight/WI03#How_to_use_ticket_generator |ticket generator]].
#Create summary and send to opertions@ egi.eu
Check if the site was mentioned in [[List_of_sites_for_which_the_availability_followup_procedures_were_not_applicable| List of sites for which the availability followup procedures were not applicable]] page In some cases there could be no need to open a ticket.  


|-
|-
|
| 3  
| 3  
| MK
|  
|  
| Create tickets for each case as a child to the tickets assigned to COD
#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)
| For ''''sites for suspension'''' list please use [[Grid_operations_oversight/WI03#How_to_use_ticket_generator| ticket generator]]
#Create master and child GGUS tickets against NGIs
|-
#Follow-up GGUS tickets against NGIs
|
 
|
|}
| 2
 
| For ''''sites to be asked for explanation'''' list please use [[Grid_operations_oversight/WI03#How_to_use_ticket_generator|ticket generator]]
<br>
|-
| '''Within''' 10 working days from when the tickets are created.
| 4
|  
|
'''Handling of sites below targets'''


When explanation is provided and is found satisfactory put as a solution of the ticket
=== NGI managers email (example)<br> ===
<pre>'The explanation is satisfactory. Thank you!'. </pre>  
<pre>Subject:&nbsp;EGI RC OLA and RP OLA Reports for October 2014
After that you should set child ticket to 'verified' status.


|-
Content:&nbsp;Dear NGI managers
| '''After''' 10 working days from when the tickets are created.
| 5
|
| Final actions.
|-
|
|
| 1
| '''Handling of sites that are eligible for suspension'''
*in the case of '''no''' NGI intervention, the site is suspended in GOC DB - as a reason put a link to GGUS ticket created for the site
*in the case of NGI intervention:
** non suspension will occur only if both the COD and COO agree on the reasoning provided by the NGI (COO should be involved in the ticket)
** if availability shows no improvement COD can suspend the site


|-
Please find EGI RC OLA and RP OLA Reports for October 2014 under:
|
|
| 2
| '''Handling of sites below targets'''
If the explanation is not given in due time, or the explanation is found inadequate, COD send mail to NGI/ROC manager with CC to ROD and GGUS:  


*informing that NGI/ROC manager should make the site react on the ticket or suspend the site within 3 days
https://documents.egi.eu/public/ShowDocument?docid=2352
*if NGI will not react COD will suspend the site on the 4th day.
<pre>Dear XX


I would like to inform you that 10 working days passed.
Entry includes reports:
Please make the site react on the ticket or suspend the site within 3 days.
* EGI Cloud RC A/R
If NGI will not react COD will suspend the site on the 4th day.
* 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
Best Regards
XXX
</pre>
On behalf of COD team
=== DOC&nbsp;DB content (example)  ===
</pre>
<pre>Title:&nbsp;EGI RC OLA and RP OLA Reports for October 2014
|-
 
|
Abstract:&nbsp;Container for reports supporting
| 6
 
|
Resource Centre Operational Level Agreement
| Prepare summary report (it should be placed in parent ticket):  
 
#sites which are not responsive and didn't provided satisfactory explanation
https://documents.egi.eu/document/31
#sites which were suspended  
 
#ROCs/NGIs which are not responsive
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.
 
 
============= 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.  
|
| 7
|
| Update [[List_of_sites_for_which_the_availability_followup_procedures_were_not_applicable |List of sites for which the availability followup procedures were not applicable]] 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.
|-
|
| 8
|
| Update [[Underperforming_sites_and_suspensions| Underperforming_sites_and_suspensions]] page.
|}


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


<br> <span style="color: rgb(255, 0, 0);">'''VERY IMPORTANT'''</span>
**********************


<span style="background: none repeat scroll 0% 0% rgb(255, 0, 0);"> In grid view NGIs/ROCs are named differently then in GGUS. You should change NGI/ROC name according to GGUS.</span>


<br>
Links:


{| align="center" cellspacing="0" cellpadding="5" border="1"
[1] https://documents.egi.eu/public/ShowDocument?docid=463 "Resource infrastructure Provider Operational Level Agreement"
|-
! GGUS
! Gridview
|-
| ROC_DECH
| GermanySwitzerland
|-
| NGI_FRANCE
| NGI_France
|-
| NGI_CYGRID
| NGI_CY
|-
| 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
|-
| NGI_UA
| Ukraine
|}


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


<pre>Subject:$SU/$siteName site suspension
[3] https://wiki.egi.eu/wiki/PROC01 "EGI Infrastructure Oversight escalation"


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


According to recent availability/reliability report $siteName has achieved
[5] https://wiki.egi.eu/wiki/MAN05 "top-BDII and site-BDII High Availability"
poor performance below target Ava. 50% or Rel. 50% in three consecutive months.
More details: [[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.
[6] https://wiki.egi.eu/wiki/PROC04 "Quality verification of monthly availability and reliability statistics"
If you think that the site should not be suspended please provide justification within 10 working days.


Best Regards,
Best Regards,
EGI Central Operator on Duty
EGI Operations
 
</pre>  
</pre>  
More info about [[Ticket generator Availability Reliability|Ticket generator for A/R]]
<br>


[[Ticket generator]]
[[Category:Infrastructure_Oversight]]

Latest revision as of 16:18, 30 July 2021

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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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