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ERCOT IT Service Delivery Report: April Highlights and Key Incidents

This report by Trey Felton, Manager of IT Service Delivery at ERCOT, summarizes the performance of IT systems in April, demonstrating that all Service Level Agreement (SLA) targets were met across Market Operations, Market Data Transparency, Retail Market, and Grid Operations. However, notable incidents occurred in May, including a corrupted production data warehouse during disaster recovery testing and subsequent resolution steps. Additionally, the MarkeTrak application faced performance issues resulting in degradation and downtime, which were addressed by restarting the application server.

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ERCOT IT Service Delivery Report: April Highlights and Key Incidents

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  1. Information Technology Report Trey Felton Manager, IT Service Delivery ERCOT Public

  2. Highlights Service Availability – April • Market Operations IT systems met all SLA targets • Market Data Transparency IT systems met all SLA targets • Retail Market IT systems met all SLA targets • Grid Operations IT Systems met all SLA targets May: • Production data warehouse became corrupted during Disaster Recovery testing (5/3) • Database was rebuilt and validated on 5/6 • Impacts: • Delayed extracts • Find ESIID and Find Transaction taken offline Friday (5/3) at 7:43AM, and re-enabled at 11:04AM • Retail processing not affected, although initial Market Notice indicated it was down • Root Cause: Human error during Disaster Recovery testing • Short Term Solution: Process change to data warehouse replication procedures • MarkeTrak experienced a 57 minute degradation followed by a 10 minute outage due to slow performance (5/20) • Resolution: Restarted application server • Root Cause: Application ran out of threads during period of high utilization ERCOT Public

  3. MarkeTrak ERCOT Public

  4. Highlights • SLA Exception Request • Customer Registration Management application upgrade • Scheduled July 27/28 • Due to the extensive changes with this release, ERCOT will request an early start time for the Release at June meeting. ERCOT Public

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