MAN02 Service intervention management

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Service intervention management

DISCLAIMER: This manual obsoletes the previous EGEE version maintained on CERN EDMS

Title Service intervention management
Document link https://wiki.egi.eu/wiki/MAN02
Last modified 19 August 2014
Policy Group Acronym OMB
Policy Group Name Operations Management Board
Contact Group operations@egi.eu
Document Status Approved
Approved Date EGEE approved (Oct 2009)
Procedure Statement This manual provides information on how to manage service interventions.
Owner Owner of procedure



Service Intervention

A service intervention is defined as an action which will involve or lead to the possibility of a loss, or noticeable degradation of a service. Depending on the planning of the outage, we have two types of intervention:

  1. Scheduled interventions: planned and agreed in advance
  2. Unscheduled interventions: unplanned, usually triggered by an unexpected failure

How to manage an intervention

Interventions are recorded through the GOCDB. For more information, have a look at the description

Scheduled interventions

Unscheduled interventions

Required information

The required information to fill in when declaring an intervention are:

Recommendations

Notifications

intervention notifications (through broadcasts, RSS feeds, etc) as specified in the following procedures are automatically sent when declaring a downtime in GOCDB: at declaration time, 24 h in advance and 1 h before the intervention.

Suspension policy

Sites on downtime for more than 1 month will be suspended/uncertified. AT_RISK downtime declarations are only for providing warnings to users, and are ignored for calculating site availability (actual status will be used).

Revision History

Version Authors Date Comments
A. Paolini 2016-10-31 Added required information paragraph and a link to downtimes description; changed the contact group to operations.
M. Krakowian 2014-08-19 Change contact group -> Operations support
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