The following table is updated after every review of this procedure.
|Date||Review by||Summary of results||Follow-up actions / Comments|
|Alessandro Paolini||copy from PROC01_EGI_Infrastructure_Oversight_escalation in EGI Wiki|
Table of contents
The purpose of this document is to define escalation procedure for operational problems.
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.
Entities involved in the procedure
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|
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).|
|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.
|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.
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: