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    Rackspace L1 Operations

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    NAGENDRA PRASAD
    Rackspace is implementing a caching DNS solution with backend systems that support reporting and operations management on a non-critical basis during standard business hours. WPP will monitor the backend systems and be notified of operational incidents during business hours. There are four incident severity levels defined based on network impact and backend system affect, with different response and resolution time standards for each level. Service credits will be provided if the response or resolution time standards are not met for certain incident levels.

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    Rackspace L1 Operations

    Uploaded by

    NAGENDRA PRASAD
    16 views2 pages
    Rackspace is implementing a caching DNS solution with backend systems that support reporting and operations management on a non-critical basis during standard business hours. WPP will monitor the backend systems and be notified of operational incidents during business hours. There are four incident severity levels defined based on network impact and backend system affect, with different response and resolution time standards for each level. Service credits will be provided if the response or resolution time standards are not met for certain incident levels.

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    Rackspace is implementing a caching DNS solution with backend systems that support reporting and operations management on a non-critical basis during standard business hours. WPP will monitor the backend systems and be notified of operational incidents during business hours. There are four incident severity levels defined based on network impact and backend system affect, with different response and resolution time standards for each level. Service credits will be provided if the response or resolution time standards are not met for certain incident levels.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    16 views2 pages

    Rackspace L1 Operations

    Uploaded by

    NAGENDRA PRASAD
    Rackspace is implementing a caching DNS solution with backend systems that support reporting and operations management on a non-critical basis during standard business hours. WPP will monitor the backend systems and be notified of operational incidents during business hours. There are four incident severity levels defined based on network impact and backend system affect, with different response and resolution time standards for each level. Service credits will be provided if the response or resolution time standards are not met for certain incident levels.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    RACKSPACE L1 OPERATIONS - SLA SPECIFICATION

    • WPP is implementing a Caching Domain Names System (Rackspace) solution from vendor. Besides
    main DNS part called “frontend” (FE) and/or “Cache Server” there are several systems which fulfil
    support role. These are called “backend” (BE) systems. These supports reporting and O&M processes.
    • Rackspace BE services are non-mission critical services, therefore standard local business/working
    hours (1am – 24pm) of support are required.
    • Rackspace BE our low-risk production systems and allow WPP to accept moderate risk of failure.
    • Monitoring and Alarming will be executed by WPP organisation. During local business hours, a given
    phone contact will be notified on operational incidents.

    INCIDENT SEVERITY LEVELS ARE DESCRIBED BELOW :


    Level Network Impact Definition
    Level 1 – P1 Critical BE services means any Critical problem in an operating environment causing any
    affecting of the following circumstances to affect the whole or a major part of
    the deliverables, including:
    · Partial or full loss of any BE services;
    · Redundancy loss;
    · Configuration capability (provisioning) loss;
    · Severe deficiencies causing a serious problem in the O & M
    process.

    Level 2 – P2 High BE services means where any of the following conditions are present, including:
    affecting · Less significant failure, such as processor restarts with no BE
    services impacted;
    · Seriou’s inefficiency of O&M functionality;
    · Seriou’s problems in performance measurement functionality; or
    · Documentation problems that cause a serious inefficiency in the
    O&M process’

    Level 3 – P3 Medium and BE non means where any of the following conditions are present, including
    services affecting but not limited to:
    · Documentation problems that cause any inefficiency in the O&M
    process; or
    · General problem in performance measurement functionality; or
    · General inefficiency of O&M functionality

    Level 4 – P4 Very Low and non- Means keep monitoring on those incidents’ throe out SLA.
    services affecting .
    ❖ Response time: P1 – 15 Minutes P2 – 30 Minutes P3 – 4 hours P4 –8 hours
    ❖ Service Resolution time P1 – 8 hours P2 – 24 hours P3 – 5 days P4 – 1 week
    Days and hours are working days and hours.

    ❖ Restoration Credit:

    o P1-P2 :10% credit if service level is 90% or below.

    o P3-P4: 5% credit if service level is 90% or below.

    ❖ Resolution Credit

    o P1-P2:15% credit if service level is 90% or below.

    o P3-P4: 10% credit if service level is 90% or below.

    Service level evaluation measured quarterly.

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