Changes between Initial Version and Version 1 of OperationsProcedures/StitchingComputationService

Timestamp:

09/13/16 08:57:17 (8 years ago)

Author:

adaadwil@indiana.edu

Comment:

--

OperationsProcedures/StitchingComputationService

@@ +1 @@
+GENI Stitching Computation Service
+
+The GENI SCS (Stitching Computation Service) runs on geni-scs.net.internet2.edu and allows experimenters to reserve GENI resources across multiple domains.
+
+Issue can be received via monitoring systems and by reporting.
+
+Monitoring: The SCS is directly monitored by GlobalNOC Nagios of the Internet2 host. GMOC techs will see alarms on the host geni-scs.net.internet2.edu in Alertmon.
+
+GENI Type Prioritization
+
+    SCS Failure: Critical Issue.  During an outage all stitching is unavailable
+    Site failure: High priority. Prevents one or more sites from setting up layer2 GENI stitching connections.
+    ExoGENI to ExoGENI failure: High priority. Issue prevent ExoGENI to ExoGENI connections using ExoGENI stitching.
+
+
+Observed Alarm- Defined as GMOC proactively responding to an active alarm
+
+GMOC will need to create a ticket and record the below
+
+    Gather Alarm information
+        Host Name
+        Service
+        Time stamps
+        Logs
+
+
+Ticket will be sent to Internet2 to troubleshoot and resolve.
+
+Reported Issue
+
+GMOC will need to create a ticket and record as much of the below information as possible.
+
+    Initial reporters contact information. Verify in the GMOC DB
+        Name
+        Organization
+        GENI Site Name
+        Phone Number
+        Email Address
+    When did this start?
+    Symptoms and Impact to GENI
+    Criticality of Issue (priority for expected response time)
+        single experimenter issues are defaulted to Elevated - Priority 3
+        Tutorials, Reservations, Classes are defaulted to High - Priority 2
+
+
+Note: While GMOC is 24x7 GENI and its partners operate on normal business hour model. This means no anticipated after hours support or responses from other GENI members.
+
+GMOC will create ticket and begin triage steps
+
+    GMOC to determine "does the site support stitching?" This is verified on the GMOC WIKI "http://groups.geni.net/geni/wiki/GeniNetworkStitchingSites"
+    After GMOC works with the sites to verify of both endpoints are supported.
+        For EXO-EXO endpoints, SCS cannot be used.
+    Escalate to the appropriate rack teams (ExoGENI, InstaGENI)
+    Request ticket is sent to Internet2 for investigation.
+        Ticket priority is set by Criticality of issue (single user vs. tutorial)
+    Follow up with the parties during next business day until the issue has been resolved.
+        Update Ticket
+        Send Notification to the community
+        Determine if after action report is needed
+        Close ticket