Planned Outages - Maintenance

• Planned outages are normally scheduled between 10pm Friday through 4am Saturday.  This time slot is reserved for planned outages.
• On Thursday afternoons, a weekly notification of planned outages and maintenance is distributed and posted via the myIT-alerts listserv.  See https://doit.creighton.edu/faculty-staff-services/cab for more info about the Change Advisory Board (CAB).
• The team conducting the planned outage will coordinate with appropriate departments and/or Service Desk to determine if further notification is necessary.

Unplanned Outages Occurring During Business Hours - 8:00AM-5:00PM Monday-Friday

• The person who first notes the problem (First Contact) will contact the outage line at 402-280-1111, option 4.
• The Service Desk will distribute notification as necessary via theMyIT-alert list serve and will contact the team(s) responsible for the service.
• The responsible support team will provide hourly status updates (minimum) to the Service Desk until the issue is resolved.  The manager of the receiving support team may summon all needed technicians (including a service desk representative) to a conference call to determine root cause and actions.
• The Service Desk will distribute hourly notification updates (minimum) to the campus via the myIT-alerts listserv, and other listserv’s as appropriate.
• When the service outage is restored, the Service Desk will notify the First Contact and distribute final notification as necessary via the myIT-alerts listserv.  Therefore, at a minimum, Service Desk will send an initial outage notification, and an incident closure notification.  Status updates will be sent hourly starting approximately 60 minutes after distribution of the initial outage notification message.

Unplanned Outages Occurring During Off Hours - 5:00PM-8:00AM Monday-Friday, All day Saturday-Sunday

• The person who first notes the problem (First Contact) will contact the outage line at 402-280-1111, option 4.
• The after-hours Service Desk agent will gather the necessary information and activate the outage process by assigning the incident to the appropriate on-call support group.  The receiving group will acknowledge receipt of the incident and begin troubleshooting.
• The on-call support technician will distribute hourly notifications as necessary via the myIT-alerts listserv until service is restored.
• If the on-call support technician needs assistance he/she has the authority to summon all needed technicians (including a service desk representative) to a conference call to further investigate and determine root cause and appropriate actions.  If needed, the on-call support technician may request assistance from the service desk to organize and manage the conference call.
• When the issue is resolved, the on-call support technician will notify the First Contact and distribute final notification as necessary via the myIT-alerts listserv.
• If the duration of the unplanned off hours outage extends into normal business hours (8:00am-5:00pm Monday-Friday) the Service Desk will assume responsibility for communication and for hosting the conference call until a resolution has been implemented.