IT Services Communication Plan for Outages

 The plan overview below will designate response times and communication methods regarding notifying campus when significant incidents arise.  The response times noted are within normal business hours.  During University closures, holidays, overnight, etc., the responses may be delayed but responses and communication will be provided at best effort after knowledge of an issue is found. 

This list is not an exhaustive list but points to general or common issues which impact a significant number of users and the response associated with each issue.

Building(s) connectivity or service issue:

Examples include:  Network, phone, WiFi, power/electrical, heating/cooling, significant leak, etc. issues for the building(s).

• Audience: Campus building coordinators
• Method: E-Mail
• Initial Response Time: 30 minutes
• Follow-up Response Time: Every 4 hours or as significant updates are available

On campus system connectivity or service issue:

Examples include:  Banner, Active Directory/Single Sign On, phone system, campus WiFi, campus network, etc. issues.

• Audience: All employees
• Method: E-Mail
• Initial Response Time: 30 minutes
• Follow-up Response Time: Every 4 hours or as significant updates are available
  

   

 Off campus system connectivity or service issue

Examples include:  Campus Internet connectivity, campus power, etc. issues.

• Audience: All employees and enrolled students
• Method: E-Mail, Social Media, Web
• Initial Response Time: 30 minutes 
• Follow-up Response Time: Every 4 hours or as significant updates are available 

Last Updated: 7/17/2023