Sailor Network Maintenance Policy

Overview

As with all forms of computer equipment, the routers, radios, and servers used by SOC (Sailor Operations Center) need to be maintained. They require regular maintenance (hardware and software) upgrades, and in the event of a failure, replacement.

SOC performs operations that potentially impact services provided through the Sailor Network. In an attempt to minimize disruption in service, SOC works within announced maintenance timeframes/windows when possible. The purpose of this document is to clarify the policies and procedures governing maintenance work on the networks for which SOC is responsible and the communication of issues that occur on these networks.

Disruptions

A disruption consists of any event or condition that may negatively impact either performance or service to our customers. Disruptions are classified as one of the following types:

Transparent - Transparent maintenance should not impact network services. 
  
Degradation - Degradation is a reduction in network service to a device or area. Degradation can occur with respect to connectivity or other services that are provided on the network. The service or network is still functioning, but it is functioning in a diminished capacity.
  
Outage - An outage is a loss in network service to a device or area. An outage can occur with respect to connectivity or other services that are provided on the network. The service or network is not functioning, and there is a total loss in connectivity.
Disruptions can be caused by failure of a network device or server, power outages, failed cables, lost configurations, improper configuration, failure of a service, denial of service attacks, and a variety of other activities that can occur on a network. In all cases, a disruption will result in maintenance activity.

Maintenance

All work performed on the Sailor Network is conducted as a form of maintenance. This work may or may not result in a disruption of service, depending on the scope of the activity. There are two types of maintenance activities:

Scheduled Maintenance - Proactive work to address service enhancements or changes, architecture modifications, infrastructure upgrades, equipment replacement or reconfiguration, etc. Regularly scheduled maintenance occurs as follows for each type of disruption:

• Transparent
  - May occur at any time
   
• Degradation
  - May occur at any time if no customer connections are affected and alternate network paths exist
  - In cases where customers are affected, SOC will follow the Outage related maintenance schedule below
   
• Outage
  - Weekdays between 0700 and 0830
  - Evenings after 2200
  - All day Sunday
  - At any other time, when coordinated with affected customers
   
  Additionally, unattended router reboots, when necessary, will be scheduled between 2400 and 0500.

Emergency Maintenance - Reactive or proactive work to address an existing service disruption or credible threat thereof. This includes responding to power failures, device failures, security vulnerabilities, etc. While these activities will be announced and consideration given to lead time, remediation of disruptions or mitigation of credible threats will receive precedence.

Communications

Customer notifications regarding maintenance activities will be generated as follows:

Scheduled Maintenance

• Transparent
  - No notifications will be generated
   
• Degraded
  - No notification will be generated if customer connections are not affected and alternate paths exist
  - If customer connections will be affected, notifications will be sent one week prior to the maintenance
   
• Outage
  - Notifications will be sent one week prior to the maintenance

Emergency Maintenance

SOC will make a best effort to notify customers in the case of emergency maintenance, but by the very nature of it being an emergency, notifications may not be possible.  During normal working hours, Sailor Help Desk personnel will attempt to notify affected customers.