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Customer Outage Notification Procedure
Posted by Shannon Mattila on 25 September 2020 01:53 PM
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Scheduled/Maintenance Outages
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| Technology Staff/Coordinator |
| 1. Create list of maintenance work, and affected services/customers |
| 2. Create a Kayako ticket |
| 3. Coordinate the information with Scheduling |
| Scheduling Staff |
| 4. Send notification email to affected customers with affected services. Include the Kayako Ticket ID for reference. |
Unexpected Outages
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| 1. Merge tickets |
| 2. Add NESC staff as Carbon Copies (CC) |
| 3. Add affected customers as Blind Carbon Copies (BCC) |
| 4. Close any new incoming ticket inquiries once the contact has been BCC'd to the main ticket |
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