Thursday February 10, 2005

SGRT Facilitation update
On Monday and Tuesday, an SGRT faciliation occurred for a customer who was experiencing some hangs. The configuration of the storage was such that there was no business impact or outage to the customer, but the system redundancy was reduced.

The team met at 1pm on Monday, and consisted of the Service Account Manager, Solution Centre engineer, System Architect, Escalation Manager and two Sun Global Resolution [sm] Troubleshooting Program Leaders.

We started with a good hour of Situation Appraisal, and extracted 35 concerns. We then agreed on the Problem statement that we were going to take into Day 2.....

On day 2, we were joined by the Escalation Engineer and Field engineer. A team of 8 focused on gathering the data to help move the problem on.

The Problem Analysis investigation took us up to 5pm, where we had some Likely Causes and some Actions to discus with the customer. What was interesting was the data relating to when the problem was occurring. Here are the charts of the timings of the failures.
(2005-02-10 07:53:42.0) Permalink Comments [0]