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The following table is updated after every review of this procedure.
Table of contents
Overview
The purpose of this document is to define escalation procedure for operational problems.
Definitions
Please refer to the EGI Glossary for the definitions of the terms used in this procedure.
The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119.
Steps
Escalation for operational problems at Resource Centres
This section introduces a critical part of operations in terms of sites' problems detection, identification and solving. The escalation procedure is a procedure that ROD must follow whenever any problem related to a site is detected. The main goal of the procedure is to track the problem follow-up process as a whole and keep the process consistent from the time of detection until the time when the ultimate solution is reached.
Below are the detailed steps of the escalation procedure if no response is received for the notification of a problem or the problem has been unattended for.
| Escalation procedure flow | Escalation procedure |
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When an alarm appears on the ROD dashboard, at most after 24 hours from the problem occurrence ROD should start the procedure below:
(Max Duration column shows time in working days which you have to wait before you move to next step in the escalation procedure )
| Step [#] | Dashboard step | Max. Duration [work days] (time before moving to next step) | Resp. Unit | Escalation procedure | Content of the message |
|---|---|---|---|---|---|
| 1 | 1st step | 3 | ROD | Send mail to the site administrator with CC to NGI/ROC operations manager and GGUS (operational ticket is being created). |
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| 2 | 2nd step | 3 | ROD | Send mail to the site administrator with CC to NGI/ROC operations manager and GGUS. (optionally: a phone call to site, just to make sure that e-mail communication channel is working); After 3 days period with no response from site administrator issue should be escalated to NGI/ROC operations manager. |
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| 3 | NGI step | 5 | NGI manager | NGI/ROC operations manager should at the political level make site responsive or suspend the site. (it can be done by phone, mail or on the meeting) If the problem needs to be escalated to EGI level then NGI/ROC operations manager ask ROD to send an mail to Operations with CC to site administrator, ROD and GGUS.(see Content of the message) ROD team is still responsible to take care about the ticket on the Operations Portal. |
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| 4 | Operations step | 1 | Operations |
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The communication should be recorded in GGUS ticket.
Escalation for operational problem with unsupported MW at Resource Centre
This Escalation process is a part of Decommissioning of unsupported software procedure
When an alarm appears on the Operations dashboard, ROD should start the procedure below:
| Step [#] | Dashboard step | Max. Duration [work days] (time before moving to next step) | Resp. Unit | Escalation procedure | Content of the message |
|---|---|---|---|---|---|
| 1 | 1st step | 10 | ROD | Create a ticket through Operations Portal with the template: ROD_MW_alarm_template Mail is send to the site administrator with CC to NGI/ROC operations manager and GGUS. One ticket can be created for all MW alarms by using alarm masking feature. ROD should make sure that site is aware of all raised alarms. |
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| 2 | NGI step | 5 | NGI manager | Escalate ticket to NGI manager through Operations Dashboard. Mail is send to the site administrator with CC to NGI/ROC operations manager and GGUS. (optionally: a phone call to site, just to make sure that e-mail communication channel is working); NGI manager should check why site is unresponsive or what is the reason site cannot migrate to supported software version. Site and NGI manager should decide on upgrade plan or site/endpoint decommission. |
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| 3 | Operations step | (without delay) | ROD | In case of issues which cannot be solved on NGI level ROD should escalate ticket to Operations, who should try to help to find the solution. |
The communication should be recorded in GGUS ticket.
Escalation for operational problem with ROD
This section introduces a critical part of operations in terms of problem with ROD. The escalation procedure is a procedure that Operations must follow whenever any problem related to ROD work is detected. The main goal of the procedure is to track the problem follow-up process as a whole and keep the process consistent from the time of detection until the time when the ultimate solution is reached.
The procedure applies only in case when ROD is not handling issues on operational dashboard according to operational procedures.
(Max Duration column shows time in working days which you have to wait before you move to next step in the escalation procedure )
| Step [#] | Max. Duration [work days] (time before moving to next step) | Resp. Unit | Escalation procedure | Content of the message |
|---|---|---|---|---|
| 1 | 3 | Operations | Send mail to the ROD with CC to NGI/ROC, Operations and GGUS (operational ticket is being created). |
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| 2 | 3 | Operations | Send mail to NGI/ROC manager with CC to ROD, Operations and GGUS. |
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| 3 | (without delay) | Operations | Send mail to COO with CC NGI/ROC manager, Operations and GGUS. |
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The precondition to stop escalation is that all issues not handled according to procedure disappeared from Operations dashboard.
The communication should be recorded in GGUS ticket.