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Difference between revisions of "WI05 Unresponsive NGI escalation"

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Revision as of 17:23, 6 December 2012

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

Escalation procedure in case of unresponsive NGI

In case of not responding NGI, COD should:

  1. Send an email to NGI managers mailing list and to each of NGI managers and ask for action (email can be taken from GOC DB - NGIs List or from Dashboard)
  2. If no answer after 3 working days, make a phone call to NGI manager (phone number can be found in GOC DB - look at given NGI's detailes - do not forgot about time zones ;) . If first one was unsuccesful please make a second call.
  3. If that doesn't help, set the ticket assigned to NGI to unsolved and create a new ticket to COO with full report about the situation.