JSDV2 High Priority Outage Procedure

System outages or ITSEC incidents

UP TO 5 MINUTES FROM INCIDENT REPORT:

• IT technician learns of the issue, enters an ITSD ticket, and performs initial triage. The technician determines the incident category as a possible high priority outage

UP TO 15 MINUTES FROM INCIDENT REPORT: 

• The tech contacts the Customer Services team via the team’s Slack channel. The tech team collaborates to verify the issue’s content and severity
• Create Parent ticket. 
  • Name summary as:  "Parent ticket - Outage etc. etc."
  • Set priority to High  

    

     
• Link the original ticket and all related tickets to the Parent ticket.  Reference on how to link child tickets:  JSDV2 Severity Level 1 and 2 (High Priority Outages) - Child Tickets
• The tech notifies CSM (Customer Services Manager) or backup.  CSM notifies IT Leadership via Slack channel and updates the related Parent ticket as needed
• At CSM direction, the necessary parties are contacted (Dtech, ITSEC) for information sharing and a resolution ETA.  If this is a DTech issue, create a ticket in the DTech service desk and add notes to the Parent ticket.  
• DTech ticket link:  https://itservicedesk.saccounty.net/

UP TO 30 MINUTES FROM INCIDENT REPORT:

• The CSM or backup will draft and send an email alert to customers at the Districts regarding the ongoing issue, using the Regional San (SDA) and SASD (SDA) distribution lists (templates below).  The email can be supplemented with a PA announcement at the Plant via the reception desk (5-9000) and at the Goethe reception desk (6-6048).  If Exchange is down, supplement PA announcements with phone calls to the NACY Tech room (6-6450).

UPON RESOLUTION:

• All the linked child tickets will be verified with the customer and closed upon verification
• Parent ticket may be closed after the Post-Incident Report is completed by CSM or backup at this time
• The CSM or backup will draft and send a follow-up email notification when the issue is resolved as needed. The notification message may be supplemented with a PA announcement at both Districts.
• CSM or backup communicate to necessary teams via Slack