Policies

IT Emergency Communication Protocol

November 14, 2005

The following protocol will be followed by SAIT when emergency IT information must be disseminated to Division of Student Affairs departments:

1. If email service is available, information will be emailed to all Student Affairs employees distribution list. (Any bulk email will be sent by one of the following: Director, Associate Director, Lead Systems Administrator, or Technical Support Manager. Before an email is sent, at least one other employee shall review the email for technical accuracy, clarity, and grammatical correctness.)

2. If email service is not available, SAIT will communicate with each Division department main office by phone or fax. (A standard text message will be used for phone calls and faxes sent to the departmental contact list. The standard text message will be prepared by one of the following: Director, Associate Director, Lead Systems Administrator, or Technical Support Manager. The standard text message will be reviewed by at least one other employee for technical accuracy, clarity, and grammatical correctness.)

   1. A written message will be sent by fax to each Department Main office (see Contact List below).
   2. Each Department Main office will receive a phone call instructing them to check their fax machine for a message.
   3. If web access is available, a message outlining information (and any subsequent updates) will be posted on the SAIT website http://www.sait.uconn.edu/
   4. Each Department Main office will be responsible for communication to any other department satellite offices as appropriate

3. If electrical and/or phone services are not available, SAIT will monitor the situation but will not attempt communication with departments until those services are restored.

Depending on the nature of the IT problem, information available to SAIT may be vague or incomplete. SAIT will attempt to communicate the following information to departments:

• Nature of problem
• Geographic scope of the problem
• Estimated time until service is restored
• Lists of services available and services unavailable
• How to obtain updated status information

Usually, two messages will originate from SAIT: the initial problem notification and an announcement that services have been restored. Other messages may be sent if the prognosis changes considerably.

Questions can be directed to Tom Bloom (Tom.Bloom@uconn.edu), 486-4559.