COMMUNICATION PLAN GUIDELINES – SYSTEM CHANGES AND OUTAGES

As proposed by ITS Communication Committee

April 30, 2009

	Level I	Level II	Level III	Level IV
Impact to Service	No anticipated outage of service	Minimal downtime (< 60 minutes) Low risk for complications High probability of success with a clear back out plan	Moderate risk for complications and/or will require 1 - 6 hours of down-time during the week.	High risk for complications Weekend/interim break outage and/or outage exceeding 6 hours of downtime Difficult or complicated procedure
Examples	Web server configuration changes, system restarts in a redundant environment	System restarts in non‐redundant environment, firmware upgrades, equipment swaps, adjusting memory parms/heap size	Restart of Collaboration Suite, reorganizing the database, moving to new hardware, WebCT hot fixes and service packs, rewire network closet, distributed switch re-patched	MEMFIS annual upgrade, major facility outage, database conversions, new system implementations, major system software or hardware upgrades
Maintenance Window	Outside of peak system hours	Outside of peak system hours	Outside of peak system hours	Outside of peak system hours
Timeframe for Communication	At least 24 hours in advance	At least 36 hours in advance	48-72 hours in advance	1 week to community 10 days to User Services 2-4 weeks on IT Maintenance Calendar as well as high level message to IT-Forum
Announcement	Optional	Required; initiated by staff closest to the outage source	Required; initiated by staff closest to the outage source with editing for general audience by Communication Corner admins	Required; initiated by staff closest to the outage source with editing for general audience by Communication Corner administrators
Audience	IT-Forum	IT-Forum	IT-Announce	IT-Announce
Communication	Email IT‐Forum as needed	Email IT-Comm-Corner to post to Communication Corner Email IT‐Tech‐Forum	Email IT-Comm-Corner in advance to prepare announcement/post to Communication Corner Email IT-Announce Email user lists (as appropriate) Submit to UNIOnline	Email IT-Comm-Corner in advance to prepare announcement/post to Communication Corner Email IT-Announce Email user lists (as appropriate) Submit to UNIOnline Recommend follow-up/status report communication to IT-Comm-Corner and IT-Announce.