Document control


AreaEGI Federation Operations
Procedure status

Ownerresponsible person for keeping the policy up to date
ApproversOperations Management Board
Approval status

Approved version and date


Statement

The purpose of this document is to define escalation procedure for operational problems

Next procedure reviewom demand


Procedure reviews

The following table is updated after every review of this procedure.


DateReview bySummary of resultsFollow-up actions / Comments

 

Alessandro Paolini copy from PROC01_EGI_Infrastructure_Oversight_escalation in EGI Wiki





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.

Entities involved in the procedure

Triggers

procedures triggering the procedure

Schedule

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.


Step# ResponsibleActionPrerequisites, if any