During outages, ITS should provide estimates of when service will return to normal. Information about outages should be known to Support Center telephone staff. When an outage ends, ITS should provide notification so that customers know if they need to take some action in order to reestablish connections. ITS should provide a network status information line. This is analogous to the snow line that Public Safety maintains.
Busy signals are a problem.
The Support Center line should never be busy. The PPP dial-in lines are busy too often. Link to detailed comments on network and telephone. IX Scheduling ITS needs to be more cognizant of its customers schedules and workloads, and offer services beyond 8am-5pm. Link to detailed comments on scheduling.