1 / 4

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

juan
Télécharger la présentation

24x7 Service Support

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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

More Related