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- For an unresponsive component, either the Server Operations team or an automated process should have attempted to restart the component.
- Check to see if restart procedures occurred and if that temporarily resolved the problem.
- If not, Tech Lead restarts component manually, determines if this resolves issue or if a more persistent problem exists.
- Notification: preliminary problem description (and resolution, if applicable) sent to Recipient List:
initiator of problem ticket, zips@mit.edu, isda-leaders@mit.edu, isda-integrators@mit.edu, ops@mit.edu, and if any end-user applications could have been affected, computing-help@mit.edu - In conjunction with managers currently present, Tech Lead forms Team to troubleshoot issue.
- It is ZIPS expectation that Emergency Response takes precedence over other project work.
- SCRUM: No resolution work should proceed until SCRUM is performed with available resources to discuss process and possible resolutions.
- Tech Lead is project manager for duration of issue resolution. Tech Lead is final arbiter for delegation of tasks, priorities, and timing.
- Notification: If resolution is lengthy, Tech Lead will update Recipient List at least once per day of status of resolution.
- Post Mortem: Tech Lead reviews response with IPS team lead. If emergency response offers the opportunity for improvement of process, Tech Lead calls a post-mortem with parties who participated in the resolution.
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