Communicating Unplanned Outages

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

Report all unplanned outages, every time.

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 user friendly message for CIT Status of Services page, and provide to NOC for posting.
   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. Provide the NOC with progress updates for posting.
   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 for posting; include what happened and how you fixed it.
   

NOC responsibilities include:

1. Engage the service owner/support when possible issue is known (if service owner/support hasn't already contacted the NOC).
2. Provide internal communications support.
   1. Confirm service owner/support is aware of communications expectations for CIT Status of Services page.
   2. Seek updates when service owners have not reported something as expected.
3. Post updates to the CIT status page.
4. Engage Communication & Outreach when necessary. Contact Beth Lyons at (607) 255-3928 and bgl1@cornell.edu.