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.