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

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[[Category:Grid Oversight]]
= 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.


= Availability and reliability report 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;
 
== Steps  ==
 
Starts with 1 day of the month<br>
 
{| border="1" class="wikitable"
|-
| '''Step [#]'''
| <br>
|
'''Max. Duration [work days]'''
 
(time before moving to next step)
 
| '''Responsible'''
| '''Step'''
|-
| rowspan="3" | 1 <br>
| 1
| rowspan="3" | 10<br>
| SLM, CA
|
#'''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
 
<br>
 
|-
| 2<br>
| PS
|
#Create report for '''NGI&nbsp;Top BDII'''<br>
#Add report to DOC&nbsp;DB entry created by SLM
#Create summary and send to opertions@ egi.eu
 
|-
| 3
| MK
|
#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>
#Send email to NOC&nbsp;managers about all reports (link to DOC&nbsp;DB)
#Create master and child GGUS tickets against NGIs
#Follow-up GGUS tickets against NGIs
 
|}
 
<br>
 
=== NGI managers email (example)<br>  ===
<pre>Subject:&nbsp;EGI RC OLA and RP OLA Reports for October 2014
 
Content:&nbsp;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
</pre>
=== DOC&nbsp;DB content (example)  ===
<pre>Title:&nbsp;EGI RC OLA and RP OLA Reports for October 2014
 
Abstract:&nbsp;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
</pre>
=== GGUS&nbsp;Ticket content (template)  ===
<pre>$NGI - $MONTH $YEAR - RP/RC OLA performance


== General info ==
Dear NGI/ROC,


*'''Receiver''': Site
the EGI RC OLA and RP OLA Report for November 2020 has been produced and is available at the following links:
*'''Subject''': Availability or reliability under target for last 3 months
- 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)
*'''Threshold''': Availability: 70%, Reliability: 75%
- RCs reports: http://egi.ui.argo.grnet.gr/egi/report-ar/Critical/SITES?month=2020-11
*'''Goal''': We expect to see improvement
 
*'''Deadline for answers''': 10 days
According to the Service targets reports for Resource infrastructure Provider [1] and Resource Centre[2] OLAs, the following problems occurred:
*'''No response''': site suspension
 
============= 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


== Steps ==


=== Parent ticket ===
Please investigate the reasons for mentioned above situation and provide an explanation for each case in this ticket within 10 days from receiving it.  
#Ticket is submitted by Georgios Kaklamanos or George Fergadis.
#Add ticket URL to [[Grid_operations_oversight/CODOD_actions#Monthly_Actions| Monthly actions]]
#Add ticket URL to [[Underperforming_sites_and_suspensions| Underperforming sites and suspensions]]


=== Submit child tickets to sites ===
If no explanation is provided, the EGI Operation will be informed about the situation and may take further steps.
#Go to Dropbox - COD - TicketCreator - AvaRel report
#Prepare input file EGI_sus.csv based on the records marked as red in the source pdf. Input file syntax: <br /> <pre>NGI;Site;Availability;Reliability</pre> Take into account only sites that are in Certified state in [https://goc.egi.eu/portal/ GocDB]. <br> Make sure NGIs are named according to the below table.
#Run ticket creator: <br /><pre>perl start-suspend.pl ticket_number ‘date, e.g. Sep 2012’ “EGI_sus.csv”</pre> More info about [[Grid_operations_oversight/WI03/TG-AR|Ticket generator for A/R]]


=== Handling the child tickets ===
**********************
#NGIs that replied within 10 days - check the explanation. If uncertain whether to suspend or not, discuss with COO by submitting a ticket to them.
##If after 3 days from receiving the explanation from NGI availability shows no improvement (is still <70%) COD should suspend the site. Inform NGI and site about the suspension.
##In cases COD agree the site should not be suspended (such as: raise of availability >70% or any other important reason, such as NGI SAM problem) the site can be left certified
#NGIs that didn’t reply - after 10 days suspend the site. Inform NGI and site about the suspension.
#Prepare summary report and place it in the parent ticket.
#Update:
##[[Underperforming_sites_and_suspensions| Underperforming_sites_and_suspensions]]
##[[List_of_sites_for_which_the_availability_followup_procedures_were_not_applicable |List of sites for which the availability followup procedures were not applicable]]
The whole process should be completed '''by the end of the month'''.


== Additional info ==


=== Naming the NGIs ===
Links:


In grid view NGIs/ROCs are named differently than in GGUS. You should change NGI/ROC name according to GGUS. NGI name table can be found here: [[NGIs_GGUS| NGIs GGUS names]]
[1] https://documents.egi.eu/public/ShowDocument?docid=463 "Resource infrastructure Provider Operational Level Agreement"


=== 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>


More info about [[Grid_operations_oversight/WI03/TG-AR|Ticket generator for A/R]]
[[Category:Infrastructure_Oversight]]

Latest revision as of 15:18, 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