CIT STANDARD OPERATING PROCEDURE |
Communication Unplanned Outages
Procedure Number: SOP 2010-GE001
Related Processes and Procedures:
DRP 20yy-000 Disaster Recovery Procedure Template
(None at this time, didn't know if we'd need to link this to a DR procedure later on).
Revision History
Date |
Author |
Version |
Description |
3/9/2010 |
ajl44 |
0.0 |
New Document |
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0.9 |
Final Draft |
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1.0 |
Approved Document |
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BACKGROUND AND PURPOSE
CIT Hosting Service customers need timely information regarding unplanned outages. In addition, responsible CIT departments must be notified. Status updates must be provided until outages are resolved.
SERVICES
CIT Hosting Services
Use cit-hosting@cornell.edu as the sender when sending to the customer e-Lists.
Included Service |
Service Owner |
Service Manager |
Customer e-List |
Service Dependencies |
|---|---|---|---|---|
CommonSpot |
Donna Taber |
Nathan Reimer |
cit-cms-hosting-l@cornell.edu |
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ColdFusion |
Donna Taber |
Nathan Reimer |
coldfusion-hosting-l@cornell.edu |
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LAMP |
Donna Taber |
Jon Atherton |
cit-lamp-hosting-l@cornell.edu |
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Static |
Donna Taber |
Jon Atherton |
staticwebhosting-l@cornell.edu |
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uPortal/myCornell |
Donna Taber |
Jon Atherton |
portal-hosting-l@cornell.edu |
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SCOPE
In Scope:
- Details the steps necessary to communicate outages to CIT Hosting customers.
- Identifies the roles and responsibilities of CIT staff, regardless of reporting structure, necessary to communicate outages to CIT Hosting customers.
Out of Scope:
- Does not identify methods, steps or resources needed to resolve the outage issue.
CARD (Contingencies, Assumptions, Requirements, Dependencies)
(Indicate contingencies, assumptions, requirements and dependencies not indicated elsewhere which are required for execution of this procedure.)
Any relevant Contingencies, Assumptions, Requirements or Dependencies should be included.
- Contingencies describe "what if" scenarios and how to accommodate them.
- Assumptions are things which are presumed to be valid or true. Many assumptions will have a risk related to them.
- Requirements are items which are necessary in order to successfully execute this procedure.
- Dependencies are related items which depend on this procedure. Alternatively, the converse may also be relevant.
(If this section is not required, indicate "Not Applicable" rather than removing this section from the document).
TASK DESCRIPTION
Provide a description of the individual tasks which constitute the SOP.
Task Number |
Task Description |
Responsible Party |
|---|---|---|
1. |
Report all incidents to the NOC every time (call 255-9900). Don't assume someone else will be doing this! |
Service Owner/Service Support Team |
1.1 |
Update the NOC regularly to keep them in the loop. Tier one services require hourly updates. |
Service Owner/Service Support Team |
1.2 |
Once resolved, provide outcome information to the NOC; include what happened and how you fixed it. |
Service Owner/Service Support Team |
2. |
Engage the service owner/service support team (if not already confirmed to be involved). |
NOC |
2.1 |
Provide internal communications support. |
NOC |
2.2 |
Update the CIT status page. |
NOC |
2.3 |
Involve Communication & Outreach when necessary. |
NOC |
3 |
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Various |
PEOPLE
Title |
Role |
|---|---|
Service Owner |
Point of escalation for major incidents. |
Service Owner |
Developing and executing the Service's outage communications plan. Executing the outage communications plan may be delegated. |
Service Manager |
Responsible for internal planned outage communications. May be responsible for external planned outage communications. |
Service Support Team |
Provide timely outage status updates |
NOC |
Provide internal communications support. |
APPENDICES and ATTACHMENTS follow the approval block.
Approvals
Name |
Function |
Comments |
Signature |
Date |
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Director |
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Service Owner |
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Service Manager |
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