CCI Private Cloud - Service Availability
Availability
Formal CCI Private Cloud customer support is provided during University of Wisconsin-Madison business hours. There is 24x7 coverage for incidents & emergency situations affecting the availability of the CCI Private Cloud services. To report a problem please contact the Help Desk from 7 AM to 11 PM, and the System & Network Control Center (SNCC) at 608-263-4188, from 11 PM to 7 AM. Please identify yourself as a CCI Private Cloud customer.
CCI Private Cloud infrastructure is hosted in two different data centers: the DET Data Center (AKA: Femrite Data Center) and The OneNeck Data Center. Storage, but not virtual servers, is replicated between site for Continuity of Operations Planning (COOP) purposes. Customers who need workloads to be hosted in a specific site or more than one site should submit a CCI Private Cloud support request.
Maintenance
- Operations defined as routine do not require change records or customer notification.
- Live migration of VMs between hosts, automated placement of VMs on hosts, and live migration of VMs between storage volumes are all automatic functions of the virtual infrastructure are considered routine under the DoIT Operational Framework. No change records will be filed for these routine operations.
- A weekly 12-hour maintenance window, Tuesdays 05:00 - 17:00, for work on production components of CCI Private Cloud.
- This maintenance window is for work on components of CCI Private Cloud where the work is not anticipated to be disruptive to customer VMs. Customer VMs will continue to run, but access to features within the CCI Private Cloud customer portal may be impacted. Change records will be filed for this work which will detail the impact of maintenance to customers. Change records will be filed and notifications sent to customers by the end of business on the Thursday prior to maintenance.
- A winter 12-hour maintenance window, the first Saturday on or after January 2, from 05:00 - 17:00. During this maintenance window, CCI Private Cloud technical team to perform maintenance that may be disruptive to customer VMs. Change records will be filed for this work which will detail the impact of maintenance to customers. Change records will be filed and notifications sent to customers 4-weeks prior to any maintenance. Mitigating controls (vMotion, etc.) will be leveraged whenever possible to minimize the impact to customers. Our goal is not to take down any customer VMs during this maintenance unless absolutely necessary.
- A summer 12-hour maintenance window, the Saturday on or before 23 days prior to Labor Day, from 05:00 -17:00. During this maintenance window, CCI Private Cloud team to perform maintenance that may be disruptive to customer VMs. Change records will be filed for this work which will detail the impact of maintenance to customers. Change records will be filed and notifications sent to customers 4-weeks prior to any maintenance. Mitigating controls (vMotion, etc.) will be leveraged whenever possible to minimize the impact to customers. Our goal is not to take down any customer VMs during this maintenance unless absolutely necessary.
- Emergency changes to prevent or resolve an incident can be done anytime, pending a change request being filed. For emergency work, the same guidelines for communication should be followed as defined in the.
CCI Virtualization will file change records in DoIT’s configuration management database (CMDB), WiscIT, to notify customers via email of any maintenance that is to be performed in the environment. Additional details on WiscIT can be found in the WiscIT knowledge base at https://kb.wisc.edu/search.php?q=wiscit.
Incidents and Outages
CCI Private Cloud will track incidents and outages in WiscIT. Outages to the CCI Private Cloud environment will be publicly documented on the University of Wisconsin-Madison IT Outages web site at https://outages.doit.wisc.edu/ .
Incident Reporting & Technical Support
CCI Private Cloud Incident Reporting
- Customers should contact the DoIT Help Desk to report an incident or check the outages page for an CCI Private Cloud incident.
- Formal support is provided for CCI Private Cloud during business hours only. After-hours support is best effort.
CCI Private Cloud Technical Support
- Customers should contact the DoIT Help Desk or email cci-virtualization@wisc.edu with support requests.
- CCI Private Cloud technologists will respond to all support requests by the end of the following business day.