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:
- Report unplanned outages to the NOC as soon known (call 255-9900). Don't assume someone else will be doing this!
- Draft user friendly message for CIT Status of Services page, and provide to NOC for posting.
- 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. Use the unplanned outage communication template to ensure all necessary details are reported.
- Provide the NOC with progress updates for posting.
- 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; include what happened and how you fixed it.
NOC responsibilities include:
- 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.
- Post updates to the CIT status page.
- Engage Communication & Outreach when necessary. Contact Beth Lyons at (607) 255-3928 and bgl1@cornell.edu.
Contact C&O for help with communications:
Questions about communicating unplanned outages can be directed to Diane Sempler, dms4@cornell.edu.