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Outage Notification Procedures
Document 0021-A (5/3/01)

This document describes SCS internal and external notification procedures in the event of a planned or unplanned outage.
 

Planned Outages

• At the Thursday morning problem/change meeting, all departments will discuss any planned outages and maintenance that could cause outages. Planning will cover all work scheduled in the 10 days following the meeting.
   
• Thursday afternoon, Customer Services will distribute outage notification by e-mail. Any new plans or revisions should be submitted to support@nevada.edu so Customer Services can distribute updates as necessary.
   
• Before, during, and after the outage, Customer Services will coordinate with appropriate departments to determine if further notification is necessary.
   
• During the outage, Customer Services and Operations will provide overtime hours as necessary.
   
• After the outage, the responsible department will notify Customer Services of the resolution.
   

Unplanned Outages Occuring During Customer Services Business Hours

• The person who first notes the problem (First Contact) will notify the appropriate analyst.
   
• The First Contact will ensure (by live contact) both Operations and the Support Center are aware of the problem.
   
• The Support Center will confer with the analyst and distribute internal and external notification as necessary.
   
• When the problem is resolved, the analyst will complete the Infoman record and notify the First Contact.
   
• The First Contact will inform the Support Center the issue is resolved.
   
• The Support Center will distribute final internal and external notification as necessary.
   

Unplanned Outages Occuring During Customer Service Off Hours While an Operator is On-Duty

The person who first notes the problem (First Contact) will notify the appropriate analyst.

If the problem occurs before Midnight ...

• The analyst will assess the problem and determine notification needs.
   
• If the problem warrants such action, the analyst will contact the on-call Customer Services representative (on-call CSR). The on-call CSR will distribute external and internal notification as necessary.
   
• After resolution, the analyst will notify the on-call CSR and complete an Infoman record.

If the analyst determines the issue will be resolved by 7:00am ...

• The analyst will complete an Infoman record and e-mail the Support Center with brief details and the infoman record number.

If the analyst determines the issue may not be resolved by 7:00am ...

• The operator and analyst will confer and one will contact the on-call Customer Services representative ( on-call CSR) at 5 A.M., explaining the problem and ramifications.
   
• The on-call CSR will request updates from the analyst and distribute external and internal notification as necessary.
   
• After resolution, the analyst will notify the on-call CSR and complete an Infoman record.
   
• The on-call CSR will notify external and internal contacts.
   

Unplanned Outages Occuring During Holiday Hours

• Holiday dates and hours will be determined on Thursday's problem/change meetings.
   
• An affiliated user who discovers the outage can alert SCS during holiday hours by calling (775) 784-4272.
   
• SCS will respond by following the procedure for Unplanned Outages Occuring During Customer Service Off Hours While an Operator is On-Duty. 
  The First Contact becomes the receiver of the initial phone call.