Unscheduled System Outage Procedure

DRAFT 1 1.1 ePME Unscheduled System Outage Procedure Identification Version#: 1.0 Environment: All Effective Date: December 2, 2004 Date Approved: Purpose and Scope This document presents the procedure for notifying ePME SAMs and the ePME System Owner when the ePME application is down during standard hours of operation due to a system failure. Frequency There is no set schedule for this process. Roles and Responsibilities Roles ePME Helpdesk Responsibilities  Sends unscheduled outage notification and status updates to the ePME System Owner, SAMs, and ePME support team  Notifies site ePME users that the ePME application is unavailable  Notifies site ePME users when the problem is resolved and the ePME application is available 1.2 1.3 1.4 Site Administration Manager (SAM) 1.5 Unscheduled System Outage Procedure 1. The ePME Helpdesk is notified that the application is unavailable. Note: This notification can come from one of a number of sources: SAM, ePME end user, AHE System Administrator, ePME System Administrator, etc. 2. After being notified, the ePME Helpdesk verifies the unscheduled outage. 3. The ePME Helpdesk opens a ticket, identifies it as Critical priority, and assigns it to the ePME System Administrator. Unscheduled-System-Outage-Procedure.doc.doc DRAFT 1 DRAFT 4. The ePME Helpdesk sends the Outage e-mail message to the SAMs, the ePME Support Team, the ePME System Owner, and the Communications and Outreach Team. The following subject line is used in the e-mail: URGENT: ePME Unavailable – Unscheduled Outage 5. The SAMs notify their sites’ ePME users that the ePME application is unavailable and keep them apprised as they receive status updates. 6. The ePME System Administrator researches the problem and either resolves it or escalates it to the AHE System Administrator and/or ePME Application DBA. 7. The ePME System Administrator provides an update to the ePME Helpdesk on the status of the outage at least every 4 hours. In the event status information is available sooner, the ePME System Administrator updates the ePME Helpdesk. 8. The ePME Helpdesk sends the Outage Status Update e-mail message to the SAMs, the ePME Support Team, and the ePME System Owner. The message is sent when the technical staff has an estimated time of restoration of service or when four hours has passed since the prior message, whichever comes first. 9. The following subject line is used in the Outage Status Update e-mail message. URGENT: Status Update – ePME Outage 10. When the problem is resolved, the ePME System Administrator updates the ticket. 11. When the ePME application is back on line, the ePME System Administrator notifies the ePME Helpdesk that the ePME application is available. 12. The ePME Helpdesk verifies that the ePME application is back online. 13. The ePME Helpdesk sends the Outage Resolved e-mail message to the SAMs, the ePME Support Team, and the ePME System Owner. The following subject line is used in the e-mail: URGENT: ePME Now Available - Outage Resolved 14. The ePME Helpdesk updates the ticket with “Unscheduled Outage” as the Incident Type once the message is sent and closes the ticket. Unscheduled-System-Outage-Procedure.doc.doc DRAFT 2