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ENX Escalation Process

ENX Escalation Process. Basics Escalation process.  Standard Trouble-Shooting + Escalation.  Exceptional Escalation. well-known accepted . Responsibilities. mostly unknown or unaccepted. CSP(s) concerned TP(s) concerned. Involved Entities. CSPs, Users, CA and ENXA.

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ENX Escalation Process

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  1. ENX EscalationProcess Basics Escalation process

  2. Standard Trouble-Shooting + Escalation  Exceptional Escalation well-knownaccepted Responsibilities mostly unknown or unaccepted CSP(s) concernedTP(s) concerned Involved Entities CSPs, Users, CA and ENXA Users and CSPs Triggers ENXA on qualified requests of CSPs or Users 1. ENXA Escalation and Trouble-Shooting ENX Escalation is a 2nd Level Support. It is an exceptional trouble handling process

  3. 1. ENXA Escalation Matrix • Definition of Severity Classes • High: No Service • Connection is down • some or all IPSec Tunnels are down • Medium: Performance Problem • SLA not met • Connection/Tunnel Establishment Delays • Low: Change Requests

  4. 1. ENXA Escalation Matrix • Definition of User Impact • Global Problem within one CSP Network • concerning at least 25% of the users within one CSP Network • Global Problem between two CSP Networks • concerning at least 25% of the tunnels between two CSPs • Problem concerning Users connected to different CSP Networks (Individual Interconnection Tunnel Problem) • concerning one or more of the tunnels between two CSPs • Individual Problems at one CSP • concerning one or more of the tunnels within one CSP Network

  5. Classes of User Impact GLOBAL PROBLEM AT ONE CSP GLOBAL INTER-CONNECTION PROBLEM INDIVDUAL INTER-CONNECTION PROBLEM INDIVDUAL PROBLEM AT ONE CSP NO SERVICE NO SERVICE NO SERVICE NO SERVICE PERFORMANCE PROBLEM PERFORMANCE PROBLEM PERFORMANCE PROBLEM / TUNNEL EST. PERFORMANCE PROBLEM / TUNNEL EST. Severity Class SERVICE REQUEST SERVICE REQUEST SERVICE REQUEST SERVICE REQUEST 1. ENXA Escalation Matrix • ENXA Escalation Classes: RED, ORANGE, YELLOW

  6. 1. ENXA Escalation Basics • ENXA Escalation Classes (according to Matrix) • RED • ORANGE • YELLOW • ENX Escalation Delay • RED min. 24 hours max. 36 hours • ORANGE min. 48 hours max. 96 hours • YELLOW min. 96 hours max. 1 week • The Escalation Delay is the time, CSPs have to solve a problem on their own before ENX Escalation starts • CSPs and Users are allowed to ask for ENXA Escalation after the minimum delay as specified • CSPs are obliged to start ENXA Escalation after the maximum delay as specified

  7. 1. ENXA Escalation Basics • ENXA Reaction Commitment • RED max. 24 hours • ORANGE max. 48 hours • YELLOW max. 96 hours • ENXA Availability Commitment • Monday to Friday from 8.00 to 18.00 hours • Saturday for Class RED problems

  8. 1. ENXA Escalation Basics • Escalation Contact (ENX Escalation Co-ordination) • Escalation Mailbox escalation@enxo.com • Escalation Faxline +49 71676709 • Information • Escalation website www.enxo.com • Team • Florian Gleich (Central Operations) • Cyril Veron (Project-Leader Operations) • Jürgen Ruf (Project-Leader IPSec Lab) • Lennart Oly (ENX Managing Director)

  9. 1. ENXA Escalation Basics • Jour Fix • A weekly conference call is scheduled for status reports, follow-up and technical discussions. • Escalation Conference Call Facilities • ENXA provides a dial-in conference for Trouble-Shooting Access Number +49 69 40359803 Access Code 51174#

  10. 2. Process: Step 1 - Request Submitting • CSPs, TPs or CA complete the request form • Request form is provided by ENXA • Form is available online and as pdf document • CSPs or TPs transmit the request to ENX

  11. 2. Process: Step 2 - Request Processing • ENXA Escalation team estimates submitted requests • If rejected, ENXA informs request submitter • If accepted, ENXA estimates the request severity level • ENXA Escalation completes the ENXA Trouble-Ticket and transmits it to parties involved • ENX Trouble-Ticket is based on request form • trouble-ticket number • severity level • conference calls schedule in accordance with severity level • other immediate actions required(e.g. bilateral co-ordination, immediate emergency actions, experts to be involved)

  12. 2. Process: Step 3 - Request Resolution • Class RED, • First conference call to be held the day after request processing is done • Conference calls are organized on daily basis • Immediate actions as defined by ENXA to be performed within 24 hours • Level ORANGE + YELLOW • First conference call is issued the next weekly audio • Problem resolution is part of weekly meeting point • Identification • tasks to perform • tasks leaders • associated delays • ENXA completes Problem Resolution Protocol and transmits it to players

  13. 2. Process: Step 4 - Documentation • Trouble-Ticket History • Documentation • Put on Website www.enxo.com/escalation

  14. 2. Process Overview The process description is available as individual file on www.enxo.com/escalation

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