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24x7 Service Support

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

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24x7 Service Support

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  1. 24x7 Service Support Tony CassLCG GDB, 24th November 2009

  2. 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 24x7 Service Support - 2

  3. 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 24x7 Service Support - 3

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