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IUPUI NOC Problem Management/Reporting PoliciesOverviewIt is the policy of the Indiana University Network Operations Center to provide the highest quality support of its related computer networks. A very high percentage of University students, staff, and faculty depend on these networks to be up and servicing the community at large. It is the mission of the Network Operations Center and UITS to react to network problems, and be as efficient and timely as possible in resolving these issues. Paging PolicyThe NOC employs a strict paging policy that is enforced and followed 24 hours a day, seven days a week. At the first determination of a problem within the IUPUI network, a NOC technician will page the designated on call engineer. At the same time, NOC technicians will begin the tracking and notification processes, and assist the engineer in the problem identification and isolation process. The paging procedure is: 1. Page primary on call engineer. If no response in 7 minutes, then... Upon calling in, the engineer is informed of the problem or failure and is provided with all supporting information. At this point a strategy is decided upon and documented. It is required that engineers continually update the NOC technicians so timely and accurate status notifications can be sent to affected parties. If the problem is not resolved within one hour, the Engineering Manager must be notified. At this time, it is the responsibility of the Engineering Manager to contact appropriate parties within Indiana University. EscalationOnce a problem is recognized, and support personnel notified, a Trouble Ticket is created. At this time, the problem is assigned an appropriate criticality. This applies to any failure or degradation in service to any resource within the IU Network. The incident is colored coded to designate this criticality: · Red (action needed within 0-59 minutes) The IU NOC will pay strict attention to the status designated to each open Trouble Ticket, and will act immediately as escalation is needed. An incident designated code red is when the network, or a key network resource is down and unavailable. This is a serious problem and requires immediate action. Both the on call engineer and the Engineering Manager will be contacted. If the problem is not acted upon within one hour and a status determined, the Operations Managers must be notified. At this time, it is the responsibility of the Engineering Manager to contact the appropriate parties within IUPUI administration. A yellow designation assumes that the network or resource within is suffering from some sort of unacceptable degradation, but is not completely down. It is a matter given high priority, and requires action and status report within 48 hours. A yellow coded ticket is escalated to red if action has not been taken after this designated time frame. A green coded ticket relates to a network problem or situation that does not have a major impact on the IUPUI network as a whole. However, it is a matter that does demand action within two to three days. If appropriate action is not enacted within this time, or a status report given, it will be escalated to code yellow. Blue tickets are given this designation when there is no further action required in the problem resolution cycle. Most likely, it is still open to collect further information regarding the nature of the problem or resolution, or as a means of reminder to observe a newly repaired IUPUI resource, etc. Tickets will also be deescalated from one code to another as deemed
appropriate via communication between NOC technicians, engineers, and
support vendors, all within the problem resolution cycle.
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