24x7 Service Support
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CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/ 24x7 Service Support Tony Cass LCG GDB, 24 th November 2009
description
24x7 Service Support. Tony Cass LCG GDB, 24 th November 2009. 24x7 Service Support. Two levels of support for critical services Guaranteed Support — Piquet Service Where level and/or risk of service incidents is high and where the support team is large enough. Best Efforts Support - PowerPoint PPT Presentation
Transcript of 24x7 Service Support
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
24x7 Service Support
Tony CassLCG GDB, 24th November 2009
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
24x7 Service Support
• Two levels of support for critical services– Guaranteed Support — Piquet Service
• Where level and/or risk of service incidents is high– and where the support team is large enough.
– Best Efforts Support• All other cases.• Services often offer mechanisms to protect users
from hardware or software failure.– But these should be used: e.g. connect to
database identifier (cluster TNS entry), not specific host name
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CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
Calling Support
• Operators will call support– Following documented procedures in case of
alarms– In response to
• a GGUS alarm ticket• a mail to the <exp>-operator-alarm email list
– GGUS alarm tickets are routed here directly as well as to GGUS for tracking.
• a phone call to 75011 from a member of the<exp>-operator-alarm list
– should be as follow-up to email, however, not as sole contact method.
– Emails should be phrased to help the operator to identify the problematic service quickly and easily
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