Changes between Version 30 and Version 31 of GENIOperationsTrial
- Timestamp:
- 10/03/16 10:42:43 (8 years ago)
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GENIOperationsTrial
v30 v31 34 34 == GENI Event Type Prioritization and Dispatch == 35 35 36 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 within g2 business days. `Normal` priority events should be investigated and closed within 1 business week, except for scheduled events (including scheduled maintenance events), which should be verified and closed by the end of their scheduled window.36 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 within 2 business days. `Normal` priority events should be investigated and closed within 1 business week, except for scheduled events (including scheduled maintenance events), which should be verified and closed by the end of their scheduled window. 37 37 38 38 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` based on the reported circumstances. For example, if an issue will impact a demo, training session, 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, or routine requeists, which fall under the `Normal` priority classification, below all events listed here. `Dispatch` in the table below indicates the group with primary responsibility to begin/track the operations response in an area.
