Problem Management and Communication Process

Problem Management and Communication Process

       Outage Communication Timeline for example Sev 1
Communications activities begin after notification from Help Desk, from users or from Key Production Environment Manager. After initial consultation with responding infrastructure manager or appropriate support team assigned to problem resolution, the Communications Coordinator should complete the following:


After 15 minutes:
       - Verbally drafts content of bulletin announcement and get message placed on the Help Desk number for the ACD Front End Prompt. 


After 1 hour:
       - Send mail, stating awareness of the problem and available impact, resolution and contact information to AP IT Management, IT Managers and support team. 
      - If direct communication with a large group of end users is necessary, coordination will need to occur with Company Communications. 
      - Work with telco to update information on SEV1 bulletin board with updated symptoms, and estimated time of resolution. 


Every hour thereafter:
      - Work with the telco to update and disseminate revised message, stating awareness of the problem and available impact, resolution and contact information to AP IT Management, IT Managers and support team. 
     - Work with telco to update information on SEV1 bulletin board with updated symptoms, and estimated time of resolution.
     - Escalated the problem to the subject matter expert to look in to the matter
     - Should be updated every hour until resolution. if “There is no estimated resolution time” or “The estimated resolution time is about 2 hours”


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Attention to All User


Please be informed that there is a problem with network connectivity. Support personnel are currently working on this issue.


Impact:
       Access to services like Email and Instant Messaging were affected and has been back to normal.
       SAP and Intranet access may still have some problems. 


For any clarification please contact the Help Desk on 6XXX-1XXX or +6X (X) 8XXX-XXXX. Thank you.
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Update:
Network team working on Core connectivity problem as it is suspected that the Core Link is dropping packets. 
There will be an activity on the Core equipment to resolve the issue at around 21:00 - 23:00 pm US Time.


Impact:
       Currently eMail delivery from Internet/External is delayed. SAP and Intranet access may be slow.
       Internet/Intranet access maybe disconnected during the 21:00 pm activity.