CERN Services Availability during the CERN Annual Closure 2011

General Services:
Most of the services provided by the GS Department that do not depend on continuous human presence will remain available during the CERN annual closure.

Support levels are reduced during this period, in general the target reaction time for problems will be ½ day.

Apart from the heating system, no interruptions are scheduled.

In case of failure, the reaction time for restoration of services depends on the arrangements that have been made on a service by service level.

Incidents will be documented at http://gssb.web.cern.ch/
For more detailed information please consult the service-portal (http://cern.ch/service-portal).

Computing Services
Most of the services provided by the IT Department - including WLCG production services - will remain available during the CERN annual closure. No interruptions are scheduled but in case of failure, the restoration of services cannot be guaranteed.
Problems will be dealt with on a best effort basis only. However, please note:

• Experts should be reachable to start investigations on the following services within about half a day except around Christmas Eve and Christmas Day (24 and 25 December) and New Year's Eve and New Year's Day (31 December and 1 January) -- Databases, Linux, Mail, Printing, Telecom, Web, Windows & Windows Terminal Services, Account Management, Castor, Indico, Inspire, Invenio, Grid (SAM, Gridview, Nagios, messaging), and the room booking system, Incidents will be documented at http://cern.ch/itssb.
• All network and telecom services will run as usual, the first-line support will operate normally, but no change requiring a human intervention will be possible.
• The backup service will remain operational, but backups cannot be guaranteed and file restores may not be possible.
• For the Castor service, damaged tapes will not be processed.
• Please note that the operator service where urgent problems may be addressed will be maintained throughout and can be reached at 75011 or Email: computer.operations@cern.ch.

Potential computer security incidents should be reported to Computer.Security@cern.ch or 70500 as usual.

Please note that the Service Desk will be closed but through 77777 the calls will be redirected to the appropriate support groups.
Please remember to shutdown and power off any equipment in your office that is not required during the annual closure.

by IT & GS Departments