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- 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 Current Status of Services page, and provide to NOC for posting.
- If applicable, email your users with details about the outage, and include a sentence that refers them to the status CIT Current 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.
- Once resolved, provide outcome information to the NOC for posting and to your users (if applicable); include what happened and how you fixed it.
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- Engage the service owner/support when possible issue is known (if service owner/support hasn't already contacted the NOC).
- Provide internal communications support.
- Confirm service owner/support is aware of communications expectations for CIT Status of Services page.
- Seek updates when service owners have not reported something as expected.
- Engage Communication & Outreach when necessary. Contact Beth Lyons at (607) 255-3928 and bgl1@cornell.edu.
- Post updates to the CIT status page.
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- Be available to help with communications during unplanned outages. C&O is always on call for unplanned outages. For Tier 1 services/incidents, contact us in this order:
- Beth Lyons at (607) 255-3928 and bgl1@cornell.edu.
- If Beth is unavailable, contact Shaley DeGiorgio at (607) 255-5720 and scd34@cornell.edu.
- If Shaley is unavailable, contact Diane Sempler at (607) 255-5570 and dms4@cornell.edu.