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CLydeNET Site Note: Incident Handling

Revision 1.0

Introduction

This document has been prepared to define the procedures that will be followed when Incidents occur, or are suspected to have occurred, within ClydeNET and/or its link with the SuperJANET backbone. The procedures are designed to ensure that Incidents are properly recorded and tracked to successful resolution. Throughout this document the term Regional Network Operator (RNO) is used, as this is the mechanism by which UKERNA subcontracts delivery of the ‘JANET’ service level agreement to ClydeNET Nominated Organisations. ClydeNET sites should note that the ClydeNET Operations desk provides the interface between sites and the RNO.

An Incident is defined as follows:

‘Any occurrence that is or is suspected by the Regional Network Operator, a Nominated Organisation or UKERNA of causing degradation to the Services as defined in the JANET SLA’

By contrast a Fault is defined as:

‘An occurrence which makes a Nominated Connection inaccessible’

Faults will be treated with the utmost priority and Nominated Organisations or UKERNA may use the procedures defined here to report faults with the following provisos:

· Faults occurring within the ClydeNET metropolitan area network and its link(s) with the SuperJANET backbone will be detected by the network management and monitoring systems installed by the RNO to support the day to day operation of the Network and the requirements of the RPAN. NB To avoid investigating incidents that occur due to planned outages e.g., work involving power outages it is important that sites inform the RNO of any planned outages, stating the dates, times and nature of the work involved.

· ClydeNET support staff will initiate their fault handling procedures and

o Issue fault tracking reference number

o Inform Nominated Organisation and UKERNA of fault and Fault tracking number

o Provide regular updates on Fault progress

o Issue clearing ticket when Fault cleared

· Faults occurring during Normal Working Hours will be dealt with as soon as the fault is detected

· Faults occurring during Extended Hours will be thoroughly investigated and any appropriate remedial actions taken. However the nature of the Fault may dictate that it cant be cleared until the next period of Normal Working Hours e.g., Fault requires maintenance contractor intervention.

· Site Access – Under certain conditions it may be necessary for ClydeNET support staff or their Maintenance contractors to visit a site in-order to rectify a hardware or cabling problem. To ensure that such occurrences are dealt with in the most efficient manner sites are asked to communicate, in writing, the access procedures that must be followed by ClydeNET support staff and their Maintenance contractors. Sites are asked to bear in-mind that site access will generally be required under serious fault conditions where speed of response is required. If for whatever reason the access procedures cannot be met e.g. inability to contact site ‘nominated representatives’ for permission to attend, ClydeNET support staff or their maintenance sub-contractors will not be permitted to access a site until permission is granted.

A fuller list of definitions relating to this note is presented in Appendix 1.

Procedures

Incidents or suspected Incidents may occur at the following times:

· During normal Working Hours

· During Extended Hours

· Outside Working and Extended Hours

The following sections define the procedures Nominated Organisations should follow when reporting Incidents occurring during specific periods.

Incident Handling during Normal Working Hours

Normal Working Hours are defined as the periods between 08:00 hrs to 17:00 hrs, Monday to Friday excluding

Public Holidays, Discretionary Holidays and Agreed Holidays;

Incident reports from sites ‘nominated representatives’ should be communicated to the RNO via the ClydeNET Operations desk, cod. Communication should be via;

· Telephone: on 0141 330 4859

· Facsimile: on 0141 330 4808 or

· E-mail: cod@clyde.net.uk

‘nominated representatives’ are asked to provide as much detail about the Incident as possible; in particular the following information should be at hand.

· Nominated Organisation

· Nominated representative

· Contact details – telephone and e-mail address

· Description of incident

· Assessment of impact on Nominated Organisations connection

· Evidence gathered – see Appendix 3

The Nominated Organisation will be responsible for identifying ‘nominated representatives’ to the ClydeNET Management Group and the RNO. It will be the Nominated Organisations responsibility to keep this information up-to-date by communicating any changes to ‘nominated representatives’ in a timely manner to the CMG and RNO.

The RNO will be responsible for managing all Incident reports and the actions arising from them including regular updates to the Nominated Organisation concerned, in particular the RNO shall provide the following:

· Incident tracking reference number – to be quoted in all subsequent correspondence

· An Initial diagnosis within one hour:

o If the Incident is reported in accordance with these procedures

o The report is submitted during and at least one hour before the end of Normal working Hours. Otherwise within one hour of the start of the next period of Normal Working Hours

· Regular updates to the ‘nominated representative(s)’ for as long as the Incident is outstanding

· An Incident clearing ticket to the ‘nominated representative(s)’ when the RNO believes the Incident has been rectified, including a summary of the actions taken by the RNO

Incident Handling During Extended Hours

Extended hours are defined as the periods from:

· 17:00 hrs to 22:00 hrs on Normal Working Days; and

· 09:00 hrs to 18:00 hrs on all other days excluding Public Holidays, Discretionary Holidays and Agreed Holidays;

The ClydeNET Operations desk will be staffed during the following periods:

· Normal Working Hours; and

· 17:00 hrs to 22:00 hrs on Normal Working Days.

The Incident handling procedure for Incidents occurring between 17:00 hrs to 22:00 hrs on Normal Working Days will therefore be the same as ‘Incident Handling During Normal Working Hours’ with the following exceptions.

· Incidents may be reported by the JANET Central Support Desk and the NOSC (Network Operations Centre) on behalf of a Nominated Organisation

· The RNO will acknowledge, via e-mail, a call from the JANET Central Support Desk or NOSC within one hour for 95% of such calls and provide an Incident tracking reference number

· The RNO commits to providing an initial diagnosis to the Nominated Organisation within one hour of the start of the next period of Normal Working Hours.

For Incidents occurring between 09:00 hrs to 18:00 hrs on all other days excluding Public Holidays, Discretionary Holidays and Agreed Holidays the following procedures apply.

Incident reports from ‘nominated representatives’ within each Nominated Organisation should be communicated to the ClydeNET Operations desk, cod. Communication should be via;

· Telephone: on 0141 330 4859 (NB. Answer machine within this period)

· Facsimile: on 0141 330 4808 or

· E-mail: cod@clyde.net.uk.

ClydeNET support staff will be informed by pager, SMS message or e-mail receipt of the Incident and initiate their incident handling procedures. ClydeNET support staff will send an acknowledgement, and provide an Incident tracking reference number, via e-mail, to the authorised person(s) reporting an incident within one hour for 95% of such reports.

Alternatively, Incident reports from site ‘nominated representatives’ may be communicated to the JANET Central Support Desk. Communication should be via;

· Telephone: on 020 7692 111

· Facsimile: on 020 7692 1234 or

· E-mail: operations@ja.net

The JANET Central Support Desk or NOSC will inform the ClydeNET Operations desk via telephone or e-mail of the incident. ClydeNET support staff will then be informed by pager, SMS message or e-mail receipt of the Incident and initiate their incident handling procedures. ClydeNET support staff will acknowledge, via e-mail, a call from the JANET Central Support Desk or NOSC within one hour for 95% of such calls and provide an Incident tracking reference number.

The RNO will be able to carry out a number of diagnostic and remedial actions during Normal Working Hours and Extended Hours i.e.,

· Check the ClydeNET Telecommunications and Routing infrastructure for Core and Edge equipment or circuit problems

· Perform remote diagnostic operations including re-booting or power cycling remote equipment if appropriate

· Report suspected circuit or hardware failures to the appropriate maintenance contractor

Incident Handling Outside Working and Extended Hours

Incidents occurring out-with Normal Working Hours and Extended Hours may be reported to the ClydeNET Operations desk or the JANET central support desk as above. However there is no commitment to investigate such incidents, the incidents will be logged and the appropriate procedures initiated at the start of the next period of Normal Working Hours or Extended Hours whichever is sooner.

Appendix 1. Definitions

“Agreed Holidays” The period 27 December to 31 December (inclusive);

“Central Support Desk” UKERNA’s 24x7 centre which handles UKERNA Network fault/incident reporting and general enquiries;

“ClydeNET Operations ClydeNET’s operations centre, which handles ClydeNET Network fault/incident

Desk” reporting and general enquiries; Provides the interface between Nominated Organisations and the RNO.

“Discretionary Holidays” Up to four days each year that are designated as holidays by the RNO and notified

to Nominated Organisations and UKERNA each year; (actual dates);

“ClydeNET Support Staff” Any person employed by the RNO and assigned to the provision of the ClydeNET Network Services;

“Employee” Any person employed by the RNO and assigned to the provision of the ClydeNET Network Services;

“Extended Hours” The Hours;

· From 17:00 hrs to 22:00 hrs on Normal working Days; and

· From 09:00 hrs to 18:00 hrs on all other days excluding Public Holidays:

“JANET SLA” The service level agreement covering the full UKERNA Network and negotiated a annually between the JISC and UKERNA;

“JISC” The Joint Information Systems Committee;

“Nominated Connection” The RNO supplied circuits and active equipment providing a Nominated Organisations Primary connection to ClydeNET;

“Nominated Organisation” A ClydeNET site listed in Appendix 2;

“Normal Working day” Any weekday excluding Public Holidays, Discretionary Holidays and Agreed Holidays;

“Normal Working hours” From 08:00 hrs to 17:00 hrs on a Normal Working Day;

“Nominated Representative” A person designated by a “Nominated Organisation” as having authority to

Interface with the “RNO”

“Public Holidays” Normally the following days:

· New Year’s Day

· Good Friday

· The first Monday in May

· The last Monday in May

· Christmas Day

· Boxing Day

“RPAN” The Regional Partner Academic Network provided by the Regional Network Operator which will connect all the Nominated Connections and will enable all of The Nominated Organisations to have access to the UKERNA Network;

“RNO” The Regional Network Operator responsible for the operation and contractual liabilities of the RPAN;

“Switching Equipment” The equipment, which the RNO uses to provide services, defined in the RPAN contract;

“UKERNA Network” The SuperJANET4 telecommunications backbone or any replacement or substitute thereof;

“UKERNA Service The facilities, equipment, systems, cabling including the telecommunications

Equipment” apparatus provided by UKERNA or its sub-contractors )other than the RNO)

Appendix 2. Nominated Organisations