[97397] in North American Network Operators' Group
Re: 24x7 Support Strategies
daemon@ATHENA.MIT.EDU (Sam Stickland)
Thu Jun 14 05:34:06 2007
Date: Thu, 14 Jun 2007 10:32:46 +0100
From: Sam Stickland <sam_mailinglists@spacething.org>
Cc: NANOG list <nanog@nanog.org>
In-Reply-To: <46700E98.7080308@spacething.org>
Errors-To: owner-nanog@merit.edu
All,
Thanks for the replies that have started rolling in. They've made me
realise I should have added an additional question for clarity.
Does anyone have any CCIE (or equivalent technical ability) staff on a
24x7 shift? What about CCIE level staff on an on-call rota with a
garanteed response time? How about CCNP?
If people could also give an identication of the size of their
organisation/network it would be useful.
Sam
Sam Stickland wrote:
>
> Hi,
>
> I'm wondering how different organisations structure their 24x7 network
> operations? We are undergoing some restructuring here and it would be
> interesting for us to know how other large enterprises and service
> providers arrange this. We are particulary interested in service
> providers. (Currently we have an enterprise that is slowly morphing
> into more of a service provider setup). I'll summarise back to the
> list, after removing any identifying details.
>
> These questions specifically refer to network staff, as opposed to any
> general Ops team.
>
> Do you have 24x7 staff on site?
> What level of technical ability do the on-site staff have?
> What shift patterns do the 24x7 staff use?
>
> Do you have a response time for on-call staff, by which time they must
> be VPN'ed into the network?
> What level of techincal ability do the first line on-call staff have?
> Do you have an official escalation system if the first-line on-call
> staff do not have the required techincal ability?
> Do the staff on on-call escalation have a required response time, by
> which time they must be VPN'ed into the network?
> Do the staff on on-call escalation rota the on-call responsibilities?
> Do the on-call staff receive additional benefits or compensation for
> being on-call?
