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

CIT is accountable: Report all unplanned outages, every time.

All of CIT is responsible to work together to ensure all unplanned outages are reported. Even if you are not responsible for a service, if you notice an outage/service issue, report it to the NOC as soon known (call 255-9900).

Service owner/support/HelpDesk responsibilities during unplanned outages include:

  1. Report the unplanned outage to the NOC as soon known (call 255-9900). Don't assume someone else will be doing this!
  2. Draft a user friendly message for 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."
    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 during unplanned outages 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.

C&O responsibilities during unplanned outages include:

  1. 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:
    1. Beth Lyons at (607) 255-3928 and bgl1@cornell.edu
    2. If Beth is unavailable, contact Shaley DeGiorgio at (607) 255-5720 and scd34@cornell.edu.
    3. If Shaley is unavailable, contact Diane Sempler at (607) 255-5570 and dms4@cornell.edu.
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