Customer Outage Notification Procedure
Posted by Shannon Mattila on 25 September 2020 01:53 PM

Scheduled/Maintenance Outages

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

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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