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Updating Users during a Service Disruption
Planned Service Disruption
In advance of the disruption:
Unit ensure that Support team have been given details
Support consider impact on users and raise any issues with appropriate Unit.
Unit update the Service Alert page - computing.help.inf.ed.ac.uk/statuspage
Unit should email sys-announce (or smaller selected group) with details including estimated timeout.
On day of disruption:
Unit put initial message on computing.help status page
Unit keep support updated on progress.
Support update web pages/notice boards if initial planned downtime looks to be exceeded.
Support chase Unit for regular updates if not kept informed.
Support/Unit consider visiting individual users/using display screens if disruption exceeds planned downtime.
Once resolved, Support contact users by email, remove notices and update status page. Possibly visit individuals.
Unit ensure interruptions page is updated.
Un-planned Service Disruption
Ensure both relevant COs and support are aware of problem.
computing.help status page should be updated if possible by C(S)O identifying problem.
COs and support should assess the extent of the disruption.
One or more COs and 1 CSO should be nominated as contacts.
Nominated CO and CSO should devolve information to respective teams.
Support should email users affected and update Service Disruption page after confirming content with CO.
Email should include brief explanation and estimated downtime if possible.
Status page should be updated regularly.
Support contact ISS if disruption affects students.
Use notice boards in Forum, support area and printer areas.
Support to consider using display screens in Forum.
Support to consider visiting Forum offices – admin staff may be able to help.
C(S)Os should use chatroom. If unavailable, try alternative jabber service – details on pandemic planning page.
C(S)Os consider sending emails to provide updates on progress.
Support ask for half-hourly updates and keep notices up to date.
Once resolved, contact users by email, remove notices, update status page. Possibly visit individuals.
--
AlisonDownie
- 07 Mar 2012
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Topic revision: r3 - 14 Jan 2014 - 09:50:06 -
AlisonDownie
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