During standard business hours, a WAN customer should call the Help Center about a WAN outage or loss of service. A determination of how to route the emergency call will be made.
Routine maintenance is scheduled for periods of low activity, normally outside state office hours.
Although rare in occurrence, unanticipated problems may be encountered with WAN operations that require immediate maintenance or diagnosis activities that involve an unscheduled backbone outage. ITG will attempt to notify agency contacts beforehand of any unscheduled outages or problems that might interrupt their WAN operations. The Help Center will have a two-tier notification process for planned WAN outages, or those emergency outages that will cause loss of service for more than 15 minutes. The division will maintain a list of two names from each of the using agencies. One name will be designated as the primary contact, and the other as a secondary contact.