Admin Systems Outage Notification Process
Standard Outage Times (No Approvals Needed)
| System |
Downtimes |
| ADMIN (SIS/FRS/HRS/CougarTrail): |
Midnight - 8AM Monday-Friday
Midnight - 8PM 2nd Sunday of Month |
| ADMIN SERVERS (Wando/Cooper): |
Midnight - 8PM 2nd Sunday of Month |
Scheduled Outages During Non-Standard Outage Times
- Requestor sends outage request to "ITOutageRequest" for approval at least five business days prior to outage
- Leaders (or designated backups) send request to their respective usr groups (SISCore, FRSCore, and HRSCore)
- Leaders (or designated backups) send approval to "ITOutageRequest", Helpdesk, and Requestor
- Helpdesk sends campus notification from "ITOutageNotification" email address
- Helpdesk posts outage on Information Technology web page
- IT Infrastructure team posts outage to ADMIN login page
- Anyone on campus who has issues with the proposed outage sends details to "ITOutageRequest"
- If there are issues with the scheduled outage, Leaders jointly decide wehterht to cancel the outage or not; Leaders respond to Helpdesk and "ITOutageRequest" with decision within 24 hours
- If outage is cancelled, Helpdesk removes Web page notice and sends cancellation notice to campus via "ITOutageRequest"
- if outage time is being changed, approval process begins again
Emergency Outages (less than 5 business days notice)
IF SIS, FRS, OR HRS OUTAGE WILL BE LESS THAN 15 MINUTES:
- Requestor sends emergency outage request to "ITOutageRequest" distribution list
- Leaders (or designated backups) send request to their respective user groups if time permits
- Leader notifies Operations@cofc.edu, "ITOutageRequest", and Requestor with the approved time
- IT Infrastructure team sends VMS announcement to everyone logged on Wando/Cooper 15 minutes in advance of outage
- Operations starts the script that gives users a 3 minute notice to log off immediately; Operations brings the appropriate system down and back up
IF OUTAGE IS MORE THAN 15 MINUTES:
- Requestor sends emergency outage request to "ITOutageRequest" distribution list
- Leaders (or designated backups) send request to their respective user groups if time permits
- Leaders (or designated backups) send approval to "ITOutageRequest", Helpdesk, and Requestor
- Helpdesk sends out campus notification from "ITOutageNotification" email address
- Helpdesk posts outage on Information Technology web page
- IT Infrastructure team posts outage to ADMIN login page
- Anyone on campus who has issues with the proposed outage sends details to "ITOutageRequest"
- If there are issues with the scheduled outage, Leaders jointly decide whether to cancel the outage or not; Leaders respond to Helpdesk and "ITOutageRequest" with decision within 2 hours
- If outage is cancelled, Helpdesk removes web page notice and sends cancellation notice to campus via "ITOutageRequest"
- If outage time is being changed, approval process begins again
Leaders & Backups
Current Leaders: Cathy Boyd (SIS), Sam Jones (HRS), and Ruby Flateau (FRS)
Designated Backups: Stacy Finefrock (SIS), Everett McInnis (HRS), and Phyllis Singleton (FRS)
Notes
- If possible, schedule outage between 11:30AM -12:30PM or between 5-8PM
- If server or application is non-responsive, approvals will not be requested for IT to get them responsive again.
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