The wiki is in the process of being deprecated and migrated to other supports.

WI05 Unresponsive NGI escalation

From EGIWiki
Revision as of 16:58, 28 November 2012 by Magda (talk | contribs)
Jump to navigation Jump to search
Main operations services Support Documentation Tools Activities Performance Technology Catch-all Services Resource Allocation Security

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.