Changes between Version 3 and Version 4 of GENIOperationsTrial
- Timestamp:
- 06/04/15 08:08:20 (9 years ago)
Legend:
- Unmodified
- Added
- Removed
- Modified
-
GENIOperationsTrial
v3 v4 32 32 == GENI Event Type Prioritization and Dispatch == 33 33 34 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 shou dl 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.34 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 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. 35 35 36 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.36 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. 37 37 38 38 ||'''Priority'''||'''#'''||'''Event type''' ||'''Dispatch'''||'''Procedure'''||