Make sure there is one clear person in charge called the ‘Incident Commander’. You can use some simple monitoring platforms to inform the people responsible when an issue occurs. All anyone needs to do is check the plan to see who needs to be contacted, or who should be doing what. Server / program shutdown order, how to bring a single one offline, who and where to obtain passwords from, etc.)Īssign Clear Responsibility: Detail exactly who is responsible for carrying out the steps above, so there’s no confusion or doubt. You want to also include any special procedures your IT-based service or infrastructure requires to work with. You can use this guide as a framework for writing this. Steps to Resolution: The steps or checklist for how to resolve the outage. This is a plan for the worst, so think of the worst! Are you hosted on Google Cloud? What happens if the Gmail goes out during a Google Cloud Outage? What happens if there’s a weather event and your phone service is knocked out? What happens if Slack is unavailable? Spend a LOT of time thinking about the sort of outages that can occur with any ITbased service. Types of Outage: You want to write a plan for every sort of unplanned or planned outage that can occur, because they will require different steps to resolve them. This will lessen resentment for being on call, act as a positive reward for having successfully dealt with the outage, and let them deal with their fatigue (Minimizing social and/or health issues). It’s highly recommended to let people go off-call after dealing with an incident (Usually 24 hours). This should also include private contact details.Įven though some people may hate being on call, it’s essential to have a strategy to deal with incidents no matter what time they occur. If you are in the middle of an outage, skip this section and go right to ‘Dealing with an Unplanned Outage’. As a side note, add ‘Making an Emergency Plan’ to your post-mortem for when the outage is resolved.Ĭontact details: Your emergency plan should have contact details for management, IT, and other involved parties. Doing the work now will save you time during an Outage. If you’re reading this guide and you’re not in the middle of an outage right now, this should be your first step. An emergency plan brings order to the chaos, clearly identifies who should do what, and gives you all the details you need to deal with a crisis. You’re probably not surprised to hear this, but your best strategy is to prepare well ahead of an outage. This guide is a simple step-by-step primer on what to do for both planned and unplanned outages, and how to get your business back on its feet. Because in the heat of the moment, things can quickly get out of hand. When they do happen, it’s your best practices that will see you through the other side. And from management to employees, outages are a horrible pain. Whether you’re providing or receiving an IT-based service, it’s a cardinal truth.
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