External Contact Points

Non-ISDA people can reach us in (only) the following ways:

  • emergency support phone: +1.617.258.9850 (a mailman list which feeds into RT)
  • email: isda-support (feeds into RT)
  • RT: the ISDA::Customer-Support queue (mostly for relayed tickets from CHD)
  • web forms: routine requests will eventually be submitted by web forms (currently unimplemented; expected to collect required information and feed RT)

Note that there is a single point of contact for electronic communications, routine and otherwise.

Internal Communications

The isda-ops mailing list exists for internal discussion of  operational issues and as an informal point of contact for people within ISDA with whom we work.  This mailing lists also receives alerts from Nagios.

Ongoing issues are tracked in RT, and handed off to other RT queues where required. 

Expectations for Critical Service Monitoring

The minimum set of things which need to tracked during guaranteed service hours:

  • voicemail left via the emergency support phone line
  • email of an urgent nature sent to isda-support (note that notification is possible both directly and via RT; whatever works)
  • relevant Nagios failure messages sent to isda-ops

Infrastructure Dependencies

Consider that various parts of the system above fail when any of these are offline:

  • RT
  • web.mit.edu
  • MITnet
  • MIT telephone service
  • voicemail
  • MIT email

In the event of an extended outage of any of the above, be creative.  In some cases (MITnet), the services we support are dead for the duration in any case.

  • No labels