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CERN IT Department CH-1211 Genève 23 Switzerland www.cern.ch/ 24x7 Service Support Tony Cass LCG GDB, 24 th November 2009
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CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
24x7 Service Support
Tony CassLCG GDB, 24th November 2009
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
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
CERN IT Department
CH-1211 Genève 23
Switzerlandwww.cern.ch/
it
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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