...
Take the following actions for all unplanned outages
Service ownersowner/service support team responsibilities include:
- Report unplanned outages to the NOC every time as soon known (call 255-9900). Don't assume someone else will be doing this!
- Draft message for posting on CIT Status of Services page.
- Tier 1 services/incidents require C&O be engaged for help drafting communications. Contact Beth Lyons at (607) 255-3928 and bgl1@cornell.edu.
- Tier 2 or and 3 incident communications can be drafted by the service owner/support. Use the unplanned outage communication template to ensure all necessary details are reported.
- Update the NOC regularly to keep them in the loop.
- Tier one services/incidents require hourly updates.
- Tier 2 and 3 incidents should be updated once per day at a minimum.
- Once resolved, provide outcome information to the NOC; include what happened and how you fixed it.
NOC responsibilities include:
- Engage the service owner/service support team (if not already confirmed to be involved).
- Provide internal communications support.
- Update the CIT status page.
- Involve Communication & Outreach when necessary.
Contact C&O for help with communications:
...