Question | Answer |
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Service | |
What service class is requested during which calendar periods ? An answer for AP, AS, OP and OS is required | AP= AS= OP= OS= |
Who is providing second level support for the application (e.g. when there is an application problem, which organisation is responsible for resolution) | |
By what mechanism should the second level support organisation be contacted | |
What is the agreed response time of the second level organisation | |
Is the service level defined in ScFourServiceDefinition | |
Configuration | |
What are the interfaces for this application | |
What machines does it/could it run on | |
What are the configuration parameters | |
Hardware Sizing | |
How much CPU power does the application need | |
How much real memory does the application require | |
How much swap space does the application require | |
What is the additional disk space required for the application (local logs, state data) | |
What is the database setup requirements | Database_Type= Database_Name= Database_Size= |
Software Components | |
What software components make up the solution ? Web Servers, Databases, Code | |
Is there any licenses software which is part of the solution | |
Is there a diagram explaining the role of the application in the total deliverable | |
Data | |
Is the application stateful ? Where is the state data stored ? | |
Is there a replication procedure so that the state data can be copied to another system ? | |
Backup/Restore | |
What files and directories should be backed up daily | |
Is there any requirement for a backup more frequenty than once a day | |
What files need to be archived (i.e. kept for legal, security or accounting) ? | |
How long should the archive data be kept | |
What databases need to be backed up | |
Is there a requirement for a coherent backup between files and databses | |
Is off-site data storage required for any of the data being backed up | |
Networking | |
Are IP aliases supported for the service rather than the hostname of the machines ? | |
What is the expected network bandwidth requirement for the machine | |
Is connectivity from the application to the outside of CERN required ? If so, for what purpose | |
Is connectivity from outside of CERN to the application required ? If so, for what purpose | |
What external systems is the product dependent on for correct function | |
Monitoring | |
What processes need to be running for the service to be up ? | |
What file systems need to be monitored and to what thresholds to avoid operation issues | |
Is there an application level check (such as a simulation of a user query) which can be used to check that the application is responding to user requests | |
Automation | |
What automatic processes run when (cron, acron) | |
Testing | |
Is a test environment defined | |
Procedures | |
Is there an administration guide which explains
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Are there provides defined for the operators to
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Is there automatic monitoring of the service and a procedure to re-act in the event of a problem | |
In the event of a extended failure, what processes must be executed retro-actively (such as accounting catchup) | |
What regular tasks need to be performed by the operators (cleanup of file systems, reboot of servers,...) | |
What regular tasks need to be performed by administrators (change configuration files, tuning) | |
For planned changes, how can the service be drained so that there are no new requests arriving ? What is the maximum lifetime of a request to the application can be stopped after draining ? | |
Users | |
Who are the users of the service ? | |
What declarations of users / groups / roles is required | |
How will the users access the service | |
What super user / high access rights are required by the application adminstrators | |
What technical users are required for the installation and administrator | |
Support | |
Who are the users of the service | |
What channel do the users have for reporting problems | |
Escalation | |
Who should be informed when the service goes down | |
When the service window for recovery will not be achieved, who should comprise the crisis committee | |
What other services should be stopped in order to reduce impact of outage | |
Changes | |
Who is authorized to request an update or change | |
What are the procedures for announcing the change to the community | |
What is the lifetime of the current product version (i.e. when should it be changed) | |
When are the maintenance windows for this product ? |