1. EGI operations - news
T. Ferrari/EGI.eu
12/9/2018

2. Outline Changes in network support and implications for GGUS
GGUS service level targets in the EGI.eu OLA
GGUS availability/reliability
Notification of critical incidents affecting EGI.eu central tools through GGUS

3. Network support 1/2
Currently internally provided through a GGUS support unit as EGI.eu global task
EGI-DANTE MoU for the external provisioning of network support services
investigate the implementation of a service provided by DANTE through its partners to support EGI users in the following areas
Network performance
Network monitoring and troubleshooting through perfSONAR Multi-Domain Monitoring
provisioning of EGI technical services on IPv6
DANTE contacts: Toby Young (Head of Product Management)
12/9/2018

4. Network support 2/2 Actions
Feb 2013: Investigation of tools, processes and resources necessary to enable support to EGI users through the EGI helpdesk
Apr 2013: Implementation plan (in case of positive result of the assessment)
I’m expecting the contribution of the GGUS team to both actions

5. EGI.eu OLA 1/2 https://documents.egi.eu/document/1093
EGI.eu OLA defines
the set of Global Services that EGI.eu offers in collaboration with the EGI partners to the Resource infrastructure Providers and users
the corresponding service levels and targets

6. EGI.eu OLA 2/2 Consulting and support  Ticket triage and assignment
1st, 2nd, 3rd level support
Ticket oversight and follow-up
EGI helpdesk (GGUS system)
Service targets (tentative)
Min availability/reliability: 99%/99%
Will be reassessed once sufficient monitoring information will be available, and after implementation of a full HA configuration will be in place (auto-switching for the Remedy server)
Service hours
24 hours/7 days

7. GGUS A/R
New SAM installation rolled to production in November (operated by CERN) for the monitoring of EGI central tools – including GGUS
Data accessible through the central MyEGI instance :
Which tests are included?
org.nagiosexchange.GGUS-WebCheck  sufficient? discussion at the December OMB

8. Notification of critical incidents
Problem
No mechanism to alarm operators of critical operations tool, especially outside standard business hours, in case of critical incident
Allow a selected list of people (EGI.eu operations and operations manager - 1 per NGI) to send notifications to the administrators through GGUS?
GOCDB  GOCDB site: GRIDOPS-GOCDB (STFC)
Message broker network  GRIDOPS-MSG (CERN, SRCE, hellasgrid)
SAM instances  GRIDOPS-SAM (central instance, CERN)
Operations Portal (TBD)