Outage Process
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What is an outage?
PLANNED OUTAGE
This refers to instances where services are completely or partially affected due to maintenance or upgrades. Planned outages are scheduled with at least 48 hours’ notice, including dates and time frames for the outage. However, scheduled times may change due to unforeseen circumstances, and services may not always be affected during these outages. C.T. Agency will notify the relevant contact on your account about the planned outage, detailing the affected service, date, and time period. Additionally, C.T. Agency will suggest redundancy options during downtime.
UNPLANNED OUTAGE
This refers to situations where services are completely or partially affected by unexpected disruptions. During these incidents, services may become unavailable or experience reduced performance. Common causes of unplanned outages include failed links to the provider’s network, equipment malfunctions, network congestion exceeding expectations, system bugs, and natural disasters like fire, flood, and earthquakes.
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C.T. Agency Outage Steps
PLANNED OUTAGE
C.T. Agency will reach out to any customer who’s services will be impacted due to a planned outage. Nexgen will email the primary contact on the account to advise the following
- Service Impacted
- Date and Times the service will be impacted
- Redundancy Options
UNPLANNED OUTAGE
C.T. Agency will reach out to their customers during an Unplanned Outage. C.T. Agency will advise customers of the services affected, the areas affected and any restoration period if made available to them. C.T. Agency will also continue to update customers as regular as possible with the status of the Unplanned outage.
- Social Media posts
- Email alert to primary contacts
- SMS where applicable
- Live Chat notification
- Website notifications and updates
- Telephone system announcement
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