[31540] in Hotline Meeting
Athena Operations Escalation Procedure
daemon@ATHENA.MIT.EDU (Matt Braun)
Mon Jan 8 22:15:20 1996
From: Matt Braun <matt@MIT.EDU>
To: athena-outage@MIT.EDU
Date: Mon, 08 Jan 1996 22:14:58 EST
Here is the procedure for how to escalate a problem when (for one reason or
another) the person on call does not respond. This text has been appended to
the normal pager information listed in /mit/opdoc/Pager.Info
After the initial page, wait at least 30 minutes and page them again. If you
left voicemail to page the person on call, then you should (if you are able )
look up who it is from /mit/opdoc/Pager.Schedule and page them using 'beep' in
the net-tools locker. This way if there is a voicemail problem they will be
able to get the page.
If there is no response to the second page, you should again wait at least 30
minutes and then page the whole Athena Operations group. This is accomplished
using with the 'beep ops-group' command. You should put the word 'ESCALATE' as
the first word so that everyone knows that there is a problem that the person
on call has not responded to.
For example, an escalation to the rest of the group might look like this:
% beep ops-group
Type your message now. End with control-D or a dot on a line by itself.
(limitation of 60 characters enforced by metromedia)
> ESCALATE file server ixion is down pls call 3-4435
paging...
ops-group: paged.
Keep in mind that 'beep ops-group' pages everyone and should not be done
lightly.
In summary, in the event of an emergency while no one from Operations is around:
- Page the person on duty (via urgent vmail to x3-2624, or 'beep')
- Page again, if no answer after 30 minutes (preferably using 'beep')
- Page ops-group, if still no answer after another 30 minutes
