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8:00 AM to 5:00 PM, Monday through Friday:           

Outside of 8:00 AM to 5:00 PM, Monday through Friday:          

Network Incident On-Call Process

For all SQUAREDUP alarms, trouble calls, and StruxureWare alarms (specifically for : ERHT 5A/5B, LAMB 20, LYNN B168, or TEL 210 ) follow the on-call triage process to be used follows:

For alarms originating from StruxureWare, DCM (Data Center Management) personnel should be notified in addition to proceeding with the Data Networking (ITIS) notification steps outlined below.

1. Verify that the building that is showing the alarm has electrical power. Pass this information to the on-call and in the follow up email.
2. For alarms originating from StruxureWare, DCM personnel should be notified in addition to proceeding with the Data Networking notification steps outlined below.
3. Call Data Networking (ITIS) Primary On-Call phone (765-494-1591). If no answer, voice mail should be left on the phone and you should wait 5 minutes before proceeding.
4. An email should be sent to itns-pdnhlog-ext@lists.purdue.edu.You do not need to send another email when you try to reach someone. If you leave a message, include this sentence in the body of the email: "We will escalate the on-call process if there is no response within 5 minutes."

5. Call Data Networking (ITIS) Secondary On-Call phone (765-494-1530). If no answer, voice mail should be left on the phone and you should wait 5 minutes before proceeding.

6. Call Garrett Williams at 440-429-7112. If no answer, call Chris Teague 765-357-1471. Wait 5 minutes before proceeding to Step 7.

7. In the event that none of the individuals from Steps 3 through 6 above has responded, repeat those steps until contact is made. 

Special Notes:

• Data Networking personnel who are contacted by Operations staff are responsible for providing issue status updates to Operations in a timely fashion.  As a general rule this means that such feedback should be provided once you start investigating an issue, whenever an ETA for resolution has been determined and again when the issue has been resolved.  Additional updates are always welcome as well, especially for extended outages.

Information to Provide When Reporting Network Issues

For Squared Up alarms report the following information from Squared Up when reporting issue:

1. Date/Time that alarm started (Example: October 26, 10:00 AM)
2. Affected Device Name (Example: mrdh-285n-c2950-01)
3. Last Ping (Example: 2017-11-01 11:14:43)

For network issues reported by I-Light or the ITaP help desk, campus personnel, students, or visitors, report the following information:

1. Date/Time that issue began or was first noticed (Example: October 26, 10:00 AM)
2. Affected service (Examples: wireless/PAL, data PIC(s), or I-Light call back)
3. Location where problem is occurring (Examples: wireless on 2nd floor of Armstrong, all data PICs in the Forestry building, or I-Light). Whenever possible obtain a specific building and nearest room number.
4. Name and phone number (or at least email) of person experiencing/reporting problem

More details can be found on the attached document below:

ITIS-Data Network Incident Resolution Process.docx

• Check calendar and Log for any special instructions regarding these systems.
• Firmware/Software update pop ups - Send e-mail to ITIS Data Center Management.
• Humidity alarms (low or high) in StruxureWare should be reported by email only - no phone call needed.
  
• Battery alarms in StruxureWare for UPSs (devices with "apc" or "trp" in the hostname) should be reported by email only - no phone call needed.
  
• Red alarms (except data network alarms: ERHT 5A/5B, LAMB 20, LYNN B168, or TEL 210 and the exceptions listed above) - Call Todd Turner (68214).
  
  • Data Network alarms for the buildings LAMB, LYNN, ERHT, and TEL need to be reported to Data Networks, per the email received by the IOC on 07/19/2017.
  • “Device status may be inaccurate because an attempt to transfer a device definition file (DDF) failed" alarm. Right click on the device and select "Request device scan" (per the email received by IOC on 05/06/2018).
    • Call Todd Turner (68214) if the step above doesn't clear the alarm.
      
• Communication lost
1. If ALL devices in a room are down, call right away
2. Please wait for 10 minutes for  it to try again
3. DCM Ping the IP Address. If it pings it should clear. If it does not ping or clear after 10 minutes then move to step 3.
4. Contact Data Center Management via phone & email.  
• Physical Facilities will call to report PMs on the CRAC & generator units listed below.Send email to ITI Data Center Management at iti-dcm@purdue.edu when they start and stop.  
1. Include the building, room, device name, and Physical Facilities technician name in the e-mail.  
2. This is only for the equipment listed below.  In all other cases dealing with Physical Facilities requests for permission to do work call Todd Turner at 496-8214.

Generator Test TEL Nodes

• ERHT
• LAMB
• LYNN
• TEL

Crac units Data Centers

• FREH G2 CRAC #1,2,3,4
• FREH G57 CRAC 1
• FREH G60 CRAC 1, ACG-2
• HAAS CRAC 1,2,3
• MATH B60 CRAC 1,2,3
• MATH G72 Chiller
• MATH G109 CRAC 5,6,13
• MATH G190 CRAC 1,12,32

TEL Nodes

• ERHT 5 CRAC 1,2
• LAMB 20 ACG-20,21
• LYNN G168 ACG-40, 41
• TEL 210 CRAC 1,2,3

Anchor
cameras cameras

Cameras

StruxureWare also includes monitoring functionality for the cameras in the data centers. This view in StruxureWare should be open at all times on the large screen next to the door to MATH B60.

• Please monitor the cameras from time to time to make sure nothing suspicious is going on. Check the Shift Log, Change and Release Management Workspace Calendar and your email for scheduled work. If it appears that the occupants do not belong in the room or are removing things during the night, notify PUPD (48221) to investigate. You will also need to call Todd Turner if you do call PUPD, or if you feel unsure.
• HAAS is considered a lights-out facility with several groups who have card access. The building fire panel is located in the datacenter. The Fire & Safety group works Midnight to 8am doing panel tests across campus, and you will see them or the PUFD in the room from time-to-time.

• If the Alarms button turns red, call Patrick Finnegan at 765-427-3020(C),  6-1752(W), 765-421-6069(H).
1. Call Todd Turner (68214) if you cannot reach Patrick.
2. There is no audio alarm.
• If the "Device Failures" button turns red, try closing out of Siemens and starting it again
1. If Siemens in unable to start Call Patrick Finnegan at the numbers above.
• If IOC receives an automated call regarding the MATH Back-up Chiller reporting an issue -

1. For the MATH backup chiller starting call, please listen to and acknowledge the message and send a notification email to this mailing list (itidatacentermanagement@purdue.edu)

2. If there are any Siemens alarms that occur after the backup chiller call (or at any other time), then call and email the Data Center Management on-call list.

• General Job Failure - must contact Production Control within 30 minutes
1. 08:00-17:00 M-F, non-holiday workdays, only send email using the shift log abend reporting tool.
2. Call Production Control Analyst (PCA) at 60287 otherwise
• Down Agent
1. Call PCA (60287) and send follow-up email.
• File Transfer Failure
1. Do not restart items with parentheses (). These are child processes of the item that needs restarted.
2. Restart once
3. If it fails again, follow General Job Failure instructions.
• Notification
1. React as necessary

2. If needed contact PCAs as with General Job Failure.

Further information regarding UC4's configuration and operation can be found here: UC4 Intro and Configuration

Exchange Outage

Exchange outages are very similar to other outages with one exception. When Exchange goes down, Operations staff members are required to inform Purdue Police, Purdue Fire, and the CSC. Contact these groups both at the start, and end of the outage. It may be proper to provide updates, as the situation warrants.

• 24/7 call: Exchange, Purdue Police (48221), Purdue Fire (46919), CSC.

Mcafee ePO Updates

There may be times when various campus system admins need exceptions or policies changed in McAfee ePolicy Orchestrator. With the most recent ePO system we are limiting their permission sets, so in an emergency they need to be able to contact someone from the Security Engineering team to implement the changes for them. Follow on-call procedures when an admin calls the IOC with a request like this.

ICS (TLT) Tool Page Failure - Tool pages stop working on https://lslab.ics.purdue.edu/icsWeb/a/tools/ 

1. Confirm the issue is not operator only by using a zone account, or other tool, like requesting a coworker try the tool pages.
2. Use the CMDB to call the appropriate group.
3. Perform the standard phone introduction, inform the on-call of the problem, and gather their name.
4. Request the on-call restart the ICS Tool Pages on https://lslab.ics.purdue.edu/icsWeb/a/tools/ . Generally they will request to call back in several minutes. Please provide a call back number, especially if the outage line is not within reach.
5. All ICS Tool Page failures require a Global Service Alert.