LCG Grid Deployment - CERN ROC - CERN ROC Procedures

CERN ROC template for e-mailing a site regarding their monitoring suspension

In the following text you should look for occurrences of the strings SITE_NAME, CE_NAME, YOUR_NAME and substitute them with the appropriate names.

First e-mail: proposal

To: SiteAdministrator
Reply-To: egee-roc-cern@cern.ch
CC: egee-roc-cern@cern.ch

Subject: SAM monitoring for site SITE_NAME

Dear Site Administrator(s),

We are contacting you as we are the responsible ROC for SITE_NAME
site with special reference to the ticket 

GGUS LINK

Looking at the history of the ticket and at the SFT historical result of
your ce 'CE_NAME'
https://lcg-sft.cern.ch/sft/sitehistory.cgi?site=CE_NAME

it appears that your site is still suffering of a certain unstability.
Because of that, in the last month, you have had often to reply to
service tickets opened either by users or by the Grid Operators on duty.
We understand that this is probably due to the problems you are encountering 
during the set-up of your site, which you are working hardly to solve.

We estimate that to have service tickets opened against your site before
it is ready and fully operational is a distraction and diverts manpower 
hindering you in the fixing of the problems in an effective way.

So perhaps it is envisageable to suspend, for the time being, the
monitoring of your site done by the Grid Operators on Duty.

If you wish, while your site is not in production it can still be closely
monitored by the CERN ROC through the uncertified status

https://lcg-sam.cern.ch:8443/sam-uncert/sam.py

Moreover, if needed, our experts would be fully available to
help you, to the best of their knowledge, in dealing with the issues 
you might encounter during the configuration of the site.

As soon as we get notified that the problems at your site have been
fixed, we would start the certification procedure for the site (one week
of observation via SAM with results displayed on the web page quoted above) 
and then the regular SAM monitoring procedures will be re-started.

We would appreciate if you could let us know if this solution is to 
your satisfaction within three working days and if you want to be monitored before you 
restart the certification procedure. After this period, if 
we have not heard from you, we will consider this proposal as accepted and 
we will start performing the necessary changes in the GOC db and 
closing the tickets assigned to your site. 

Please contact egee-roc-cern.ch for any questions or comments.

Looking forward to hearing from you.

Best regards.

The Cern ROC team

Second e-mail: notification

To: SiteAdministrator
Reply-To: egee-roc-cern@cern.ch
CC: egee-roc-cern@cern.ch; 
    project-egee-sa1-followup;
    project-eu-egee-sa1-cic-on-duty; 

Subject: RE:SAM monitoring for site SITE_NAME

Dear Site Administrator, 

since we have not received any replies to the attached e-mail, we consider our proposal 
as accepted and we start today performing the necessary changes in the GOC db. 
Please contact egee-roc-cern.ch for any questions or comments.

Best regards,

YOUR_NAME
on behalf of the
The Cern ROC team

-- DianaBosio - 03 Nov 2008

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Topic revision: r9 - 2008-11-03 - DianaBosio
 
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