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IT/PPS 04.11 - IT Division Unplanned Service Interruption Communication

IT Division Unplanned Service Interruption Communication

IT/PPS No. 04.11
Issue No. 1
Revised: 3/01/2019
Effective Date: 1/16/2019
Next Review Date: 3/01/2020 (EY)
Sr. Reviewer: Vice President for Information Technology

  1. POLICY STATEMENT

    1. This policy establishes Division of Information Technology (IT) unplanned service interruption communication protocols.
  2. DEFINITIONS

    1. Service Interruption – a service outage or a loss or degradation of service affecting a subset of customers.

    2. Key Service – a service used extensively or regularly by all or many customers. Key services include: email, telephone and voice mail, learning management system, financial and human resources system, student information system, web presence, wired or wireless network, internet service, file storage services (on premise or cloud), or authentication services.

  3. GUIDELINES AND PROCEDURES

    1. When a service interruption of a key service occurs, the appropriate service owner shall contact the IT Assistance Center (ITAC) once they have been made aware of an issue.

    2. ITAC shall without significant delay issue appropriate communications to the campus notifying faculty, staff (and if necessary, students) acknowledging the state of the service, including any known information pertaining to the restoration of normal service.

    3. Appropriate communication shall be an email when:

      1. it involves many faculty, staff, or students; or

      2. when the university is closed.

      Otherwise, appropriate communication can include an email or other broadly distributed communication mechanisms such as social media, webpage content via the IT Service Dashboard, push notification via the TXST Mobile app, or other appropriate communication methods.

    4. If the service interruption involves the university’s web presence, the process of migrating to the emergency website shall begin without significant delay after the service interruption is discovered.

    5. ITAC shall ensure that a draft email message that can be quickly and easily edited by an Information Technology Council (ITC) member is always available in the Outage Communications folder of the ITACInfo email account.

    6. ITC members shall configure their email clients to give them access to the ITACInfo mailbox.

    7. In the case where an ITAC contact is not immediately available to send a notification to the campus, an ITC member close to the situation shall edit the draft email according to the situation and send it to the appropriate recipients.

    8. This policy is in effect 24 hours a day, 365 days per year.

  4. REVIEWERS OF THIS PPS

    1. Reviewers of this PPS include the following:

      Position Date
      Vice President for Information Technology March 1 EY
      Assistant Vice President, IT Business Operations March 1 EY
      Assistant Vice President, IT Assistance Center March 1 EY
      Associate Vice President, Technology Innovation Office March 1 EY
      Associate Vice President, Technology Resources March 1 EY
      Associate Vice President and University Librarian March 1 EY
      Chief Information Security Officer March 1 EY
      Special Assistant to the Vice President for Information March 1 EY
  5. CERTIFICATION STATEMENT

    This PPS has been reviewed by the following individuals in their official capacities and represents Texas State Information Technology policy and procedure from the date of this document until superseded.

    Vice President for Information Technology; senior reviewer of this PPS