Changes between Version 2 and Version 3 of GENIOperationsTrial

Timestamp:

06/04/15 08:03:07 (9 years ago)

Author:

hdempsey@bbn.com

Comment:

restore the definition of priorities text

GENIOperationsTrial

@@ -32 +32 @@
 == GENI Event Type Prioritization and Dispatch ==
 
-As events are reported the operations team must determine their priority in order to respond appropriately.  The GMOC must also set appropriate priorities for related GENI tickets.  `High` priority events may be up leveled to `Critical` if the person reporting the issue identifies it as `Critical`. For example if an issue will impact a demo, training or conference, the reporter may ask for it to be treated as `Critical`.  Following are guidelines for prioritizing issues that are reported by a person or by information from a tool (such as a Nagios alert).  This prioritization does not cover scheduled events, which fall under the `Normal` priority classification, below all events listed here.  `Dispatch` indicates the group with primary responsibility to begin/track the operations response in an area.
+As events are reported the operations team must determine their priority in order to respond appropriately.  `Critical` events require immediate attention, and should be resolved within 1 business day.  `High` priority events should be investigated within 1 business day and resolved withing 2 business days.  `Normal` priority events shoudl be investigated and closed within 1 business week, except for scheduled maintenances or scheduled events, which should be verified and closed by the end of their scheduled window.
+
+The GMOC must also set appropriate priorities for related GENI tickets.  `High` priority events may be up leveled to `Critical` if the person reporting the issue identifies it as `Critical`. For example if an issue will impact a demo, training or conference, the reporter may ask for it to be treated as `Critical`.  Following are guidelines for prioritizing issues that are reported by a person or by information from a tool (such as a Nagios alert).  This prioritization does not cover scheduled events, which fall under the `Normal` priority classification, below all events listed here.  `Dispatch` indicates the group with primary responsibility to begin/track the operations response in an area.
 
 ||'''Priority'''||'''#'''||'''Event type'''                ||'''Dispatch'''||'''Procedure'''||