...
Service owner/support responsibilities during unplanned outages include: (Download and print the ACTION Checklist for Unplanned Service Interruptions and Outages)
- Report the unplanned outage to the NOC right away (call 255-9900). Don't assume someone else will be doing this!
- Draft a user friendly message for the CIT Status of Services page, and provide to NOC for posting. The first message can just say, "We are aware of an issue, and are working on it. We will report as soon as we know more."
- 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 and 3 incident communications can be drafted by the service owner/support.
- If applicable, email your users with details about the outage, and include a sentence that refers them to the status page for additional updates and information. The status page URL is <http://www.cit.cornell.edu/services/status.cfm>.
- Provide the NOC with progress updates for posting. Use the unplanned outage communication template to ensure all necessary details are reported.
- 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 for posting and to your users (if applicable); include what happened and how you fixed it.
...