Resources
For service owners/support:
- Print this and keep it at your desk - ACTION Checklist for Unplanned Service Interruptions and Outages
(As shown on right)
- Refer to this when you write communications - Unplanned Outage Communication Template
For everyone in CIT:
- Raise awareness about reporting outages by hanging this poster in your work areas - CIT takes ACTION poster
CIT Responsibilities
All of CIT is responsible to ensure all unplanned service interruptions and outages are reported every time. Even if you are not responsible for a service, if you notice an outage/service issue, report it to the NOC right away (call 255-9900).
Service owner/support responsibilities during unplanned outages include:
- 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 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 CIT Current Status page for additional updates and information.
- 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.
NOC responsibilities during unplanned outages 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.
- Engage Communication & Outreach when necessary. Contact Beth Lyons at (607) 255-3928.
- Post updates to the CIT status page.
C&O responsibilities during unplanned outages include:
- 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.
- If Beth is unavailable, contact Shaley DeGiorgio at (607) 255-5720.
- If Shaley is unavailable, contact Diane Sempler at (607) 255-5570.