Summary
This article outlines the revised procedure for handling KACE offline alerts, emphasizing service restarts, business hours for patching team involvement, and server utilization checks by the Comp-ops team.
KACE Offline Alerts and Incident Management
Highlights
KACE Offline Alert Resolution
For KACE offline alerts, instead of running a command, the service should be stopped, a 5-second wait observed, and then the service restarted. This procedure will be added to the SOP.
Patching Team Involvement and Business Hours
The patching team will not be the on-call team for these alerts. False alerts should not result in immediate calls. Remediation for persistent alerts should wait until the patching team's business hours. The Windows team is responsible for following the SOP to complete these tasks.
Server Utilization Checks
The Comp-ops team will be responsible for checking basic server utilization. Access to the servers for this purpose will be verified with Fazil and Sreejith.