If there will be significant expense associated with the resolution of the outage, Networking Systems management must be contacted as early in the process as possible. If the expense will be deferred to the client, client notification and approval is required. Equipment will be replaced on a loaner basis if appropriate approval cannot be obtained. Fourth, notify the originating party and verify resolution of the outage. Fifth, notify Networking Systems personnel of the details and resolution of the outage.
Notification is required for all Critical and Major outages.
The first and fourth steps are required to satisfy response criteria for all outages. The detail and format of the second, third, and fifth are optional based on the severity and elapsed time for resolution of the call, and the judgment of the individual responding to the call. The response time for a network outage is defined by the type of outage. On-site support is physical presence at the location where the outage exists. When possible, remote support will be used to diagnose and resolve outages.