Outage Notification Procedures

Planned Outages

• On Wednesday afternoons, a weekly notification of planned outages and maintenance is distributed and posted.
• Before, during, and after the outage, Customer Services will coordinate with appropriate departments to determine if further notification is necessary.
• After the outage, the responsible department will notify Customer Services of the resolution.

Unplanned Outages Occurring During Customer Services Business Hours

• The person who first notes the problem (First Contact) will notify the appropriate analyst.
• The First Contact will ensure (by live contact) both Operations and the Support Center are aware of the problem.
• The Support Center will confer with the analyst and distribute internal and external notification as necessary.
• When the problem is resolved, the analyst will complete the Infoman record and notify the First Contact.
• The First Contact will inform the Support Center the issue is resolved.
• The Support Center will distribute final internal and external notification as necessary.

Unplanned Outages Occurring During Customer Service Off Hours While an Operator is On-Duty

• The person who first notes the problem (First Contact) will notify the appropriate analyst.

If the problem occurs before Midnight

• The analyst will assess the problem and determine notification needs.
• If the problem warrants such action, the analyst will contact the on-call Customer Services representative (on-call CSR). The on-call CSR will distribute external and internal notification as necessary.
• After resolution, the analyst will notify the on-call CSR and complete an Infoman record.

If the analyst determines the issue will be resolved by 7:00am

• The analyst will complete an Infoman record and e-mail the Support Center with brief details and the infoman record number.

If the analyst determines the issue may not be resolved by 7:00am

• The operator and analyst will confer and one will contact the on-call Customer Services representative (on-call CSR) at 5 A.M., explaining the problem and ramifications.
• The on-call CSR will request updates from the analyst and distribute external and internal notification as necessary.
• After resolution, the analyst will notify the on-call CSR and complete an Infoman record. • The on-call CSR will notify external and internal contacts.

Unplanned Outages Occurring During Holiday Hours

• Holiday dates and hours will be determined on Thursday’s problem/change meetings.
• An affiliated user who discovers the outage can alert SCS during holiday hours by calling (775) 784-4272.
• SCS will respond by following the Outage Notification Procedures for Unplanned Outages Occurring During Customer Service Off Hours While an Operator is On-Duty.