Communicating Unplanned Outages

Download and print the CIT takes ACTION poster and post it in your work area.

Take the following actions for all unplanned outages

Service owner/support responsibilities include:

1. Report unplanned outages to the NOC as soon known (call 255-9900). Don't assume someone else will be doing this!
2. Draft message for posting on CIT Status of Services page.
   1. Tier 1 services/incidents require C&O be engaged for help drafting communications. Contact Beth Lyons at (607) 255-3928 and bgl1@cornell.edu.
   2. Tier 2 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.
3. Update the NOC regularly to keep them in the loop.
   1. Tier one services/incidents require hourly updates.
   2. Tier 2 and 3 incidents should be updated once per day at a minimum.
4. Once resolved, provide outcome information to the NOC; include what happened and how you fixed it.
   

NOC responsibilities include:

1. Engage the service owner/service support team (if not already confirmed to be involved).
2. Provide internal communications support.
3. Update the CIT status page.
4. Involve Communication & Outreach when necessary.

Contact C&O for help with communications:

Questions about communicating unplanned outages can be directed to Diane Sempler, dms4@cornell.edu.