Outage Notification Procedures

Planned Outages

  • On Wednesday afternoons, a weekly notification of planned outages and maintenance is distributed and posted.
  • Before, during, and after the outage, Customer Services will coordinate with appropriate departments to determine if further notification is necessary.
  • After the outage, the responsible department will notify Customer Services of the resolution.

Unplanned Outages Occurring 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 Occurring 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 Occurring During Holiday Hours

The First Contact becomes the receiver of the initial phone call.