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STAR TAP Problem Management/Reporting PoliciesOverviewIt is the policy of the STAR TAP Network Operations Center to provide the highest quality support for this very important Internet2 network access point. A high percentage of Internet2 network peering depends on the STAR TAP to be up and functioning. It is the mission of the STAR TAP NOC to react to network problems and other requests and be as efficient and timely as possible in resolving these issues. PagingThe STAR TAP 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 STAR TAP 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 the STAR TAP administration, and with 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 STAR TAP Network. The incident is colored coded to designate this criticality: · Red (action needed within 0-59 minutes) The STAR TAP 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. Please notify both on call engineer and the Engineering
Manager. If the problem is not acted upon within one hour and a status
determined, the Engineering and Operations Managers must be notified.
At this time, it is the responsibility of the Engineering Manager to
contact the appropriate parties 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 STAR TAP 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 STAR TAP resource, etc. Tickets will also be deescalated from one code to another as deemed appropriate via communication between STAR TAP technicians, engineers, and support vendors, all within the problem resolution cycle.
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