Procedure to be follow when announcing an interruption to a service.

At the 23rd March operational meeting, we discussed the steps which should be taken to announce scheduled downtime for a service. The points which arose from that meeting are enumerated below:

  • Unless a smaller group of users who will be affected by the interruption to service can be identified, sys-announce is probably still the most appropriate mechanism for warning the majority of users about forthcoming downtime.

  • Emails sent to sys-announce should come from an identifiable person, usually the person most involved with the forthcoming event. The reply-to: field on the message should be set to the appropriate Unit address.

  • The User Support Unit should be warned in advance about any forthcoming interruption to service.

  • An entry for the interruption to service should be made on the web page which User Support is going to set up for this purpose.

  • Emails announcing interruptions to service and entries on the web page should be brief and should only mention when the interruption is happening, why this needs to be done and what the potential consequences are. If it's desired to give a more detailed explanation, the system blog can be used for this purpose.

  • If the interruption to service is likely to last more than a few minutes, the system status page should be updated to reflect the interruption to service.

-- CraigStrachan - 22 Apr 2011

Topic revision: r1 - 22 Apr 2011 - 10:48:19 - CraigStrachan
 
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