How Technology Services communicates service information and disruptions

Overview

This article provides a summary of the Service Disruptions and Informational communications provided by Technology Services. 

  1. Communication Matrix: how and when we communicate
  2. Communication Types, Definitions and Notification Timing
    • Service Advisory: Scheduled Maintenance
    • Service Advisory: Unplanned Outage
    • Service Advisory: Emergency Maintenance
    • Service Advisory: Degraded Performance
    • Service Notice: Informational
      • Best Practices
      • Project / Change Initiatives
    • Security Advisory: Phishing / Compromised Accounts/Systems
  3. In other words - descriptive examples
  4. Related Reading
This article provides the ways in which Technology Services provides announcement and communications to our stakeholders. For how to access support and how to contact Technology Services, please see the Related information associated at the bottom of this article. 

Communication Matrix

How and when we communicate is based on considerations of Impact (system-centric) and Scope (stakeholder-centric). 

  • Impact: a measure of the impact the disruption or initiative will have on organizational processes and systems.
  • Scope: a measure of the number and types of stakeholders potentially impacted.

Common questions that consider the scope and impact include:

  • What services are being disrupted?
  • How the disruption affects our users?
  • Who is being impacted?
  • When is the service disruption?
  • Why is the disruption occurring?

Notice Types and Communication Methods 

Types

Definition

Communication Methods

Notification/Timing
 ** every effort made  **

Service Advisory:

* Scheduled Maintenance      

Advisories related to planned maintenance activity with an anticipated impact to system performance, availability, or functionality. 

Planned maintenance activities requires prior approval by the Change Advisory Board (CAB). The CAB meets weekly to review Change Requests. 

Status Portal

  • Portal updated
  • User subscribed emails/texts

Twitter notifications: @tsacadia | Twitter feed on hub.acadiau.ca

Technology Services Announcements 

Initial 5 business days in advance

  • Optional Reminders/Notices, depending on scope/impact of disruption: 2 days in advance;4 hours in advance

Updates are provided only if maintenance is not expected to end on time

Resolution when work is complete

Service Advisory:

  • Unplanned / Unscheduled Outage
  • Emergency Maintenance
  • Performance Issues
Advisories related to an adverse event  and unplanned maintenance that impacts Acadia services/systems and has a user impact.

Status Portal

  • Portal updated
  • User subscribed emails/texts

Twitter notifications: @tsacadia | Twitter feed on hub.acadiau.ca

Teams Technology Services Announcements 

Initial notification is Immediate

Updates are provided every 2 hours, or as often as possible

Resolution when work is complete

Service Notice: Information

 

Notices related to systems/services with some potential user impact. This may include notices regarding best practices, launches or changes to services and systems.

Faculty-staff, all-student email distribution lists

Targeted emails to affected stakeholders

Twitter notifications @tsacadia | Twitter feed on hub.acadiau.ca

Technology Services website (IT-Security News)

Status Portal

  • Portal updated
  • Project dependent: User subscribed emails/texts

Informational Best Practice notices immediate and on a regular basis. 

Informational Change to Service notices depend on the scope and impact of the initiative. 

Initial: If a service is changing is due a project/initiative, communications occur a minimum of one month prior to the change date.

Reminders. On-going with the last as a minimum 5 days prior to the change date. 

If an outage is associated with the initiative, a Service Advisory will be sent with appropriate protocols. 

Security Advisory:

  • Phishing
  • Compromised Account
  • Compromised Systems 

Notices related to phishing attempts on campus. These usually describe the phishing attempt and ask users to report receipt and any actions taken. 

Faculty-staff, all-student email distribution lists

Targeted emails to affected stakeholders

Teams: Technology Services Announcements 

Status Porta

This is an immediate notification. 

This often results in individual follow up conversations.  If a compromised account is suspected, the account will be locked until Technology Services consultants can speak to the individual. 

In other words

Service Disruption Planned

  • If the planned outage affects the entire campus (such as outages with the network, Colleague and the Self-Service Portal), we will communicate through our Status Portal, the Technology Services Announcement Team, and Twitter, a minimum of five (5) business days or more in advance.  Notifications include initial, optional reminder, and resolution updates.  Notifications will not be sent using faculty-staff/student distribution lists.
     
  • If the planned outage is isolated and affects a specific group of individuals (isolated access to Wi-Fi, classroom technology), we will communicate through our Status Portal, Technology Services Announcement Team, and Twitter a minimum of two (2) business days or more in advance. In some cases, TS Consultants will communicate via email to affected departments (such as Open Acadia, Department of Safety and  Security, Human Resources).  Notifications include initial, optional reminder, and resolution updates. Notifications are not sent using Faculty-Staff/Student distribution lists.

Service Disruption Unplanned

  • If there is an unplanned outage or degraded service, we will communicate, as soon as possible, through the Status Portal, Technology Services Announcement Team, and Twitter. Notifications will include regular updates and a resolution when available. Notifications are not sent using Faculty-Staff/Student distribution lists.

Service Notice: Project/Initiative

  • If the planned change/update requires no service downtime, but affects the entire campus, we will communicate through email (Faculty Staff, Students, or individuals), Technology Services Announcement Team, TS website and Twitter. Communications will be sent a minimum of one month or more in advance with reminders closer to the go-live date. 
  • If the planned change/update requires service downtime and affects the entire campus, we will communicate through the Status Portal, Technology Services Announcement Team, Technology Services website, and Twitter, a minimum of thirty (30) days in advance.  Emails using distribution lists or individual emails may be utilized on occasion, especially if direct action is required. In some cases, TS Consultants will communicate via email to affected departments (such as Open Acadia, Department of Safety and  Security, Human Resources).  The service downtime follows the Planned Disruption protocol. 

Service Notice: Best Practices/Promotions

  • We will communicate through email distribution lists, Team’s channel, TS Website, and Twitter. 

Security Advisory: Phishing 

  • If there is widespread and/or unusual phishing attempts on campus, we will communicate through email (Faculty-staff, students or individuals). The communication will provide details of the phishing or other compromise.  It will provide instructions to those who may have fallen victim as to subsequent actions. Limited information, if any, will be posted on Twitter.  

Security Advisory: Update Browser

  • If there is a widespread compromise affecting browsers, we will communicate through email (faculty-staff, students). The communication will provide details of the compromise and ask you to take immediate action. 

Security Advisory: Compromised Accounts

  • We will have individual follow up communications with individuals affected by cybersecurity attacks to determine the extent of a breach. This may happen through telephone or email messages.  If a compromised account is suspected, the account will be locked until the individual has been reached. 

Related Reading 

A guide to Technology Services Communications. Provides an overview of Technology Services communications.

Help article regarding the status portal and how to subscribe: what is the System status portal

Help article: how to check service availability

Help article: how to get Technology Services Support

Help article: What is a compromised account and What to do if your account may be compromised

Details

Article ID: 1038
Created
Tue 5/18/21 2:21 PM
Modified
Thu 7/21/22 3:48 PM