Downtime Steps - Business Hours
Background
For Profile EMR unplanned outages, detailed steps are outlined in Downtime Steps guidelines.
Downtime Coordinators will arrange communication and follow the steps in the Downtime Steps documents attached below. The Business Analyst and Project Support is the Downtime Coordinators and will initiate the process and arrange necessary communication to execute the Downtime tasks during regular business hours.
Downtime Steps - Business Hours
During business hours, analyst on Support will inform Business Analyst and Project Support and they will become the contact point and take the responsibility of Downtime Coordinators to execute all communications and steps. Refer to IT Broadcast Templates for EMR when preparing IT Broadcast.
Downtime Steps - After Hours
For Profile EMR unplanned outages after business hours, Support analyst on call will take the responsibility of Downtime Coordinator and follow the steps outlined in the Downtime Steps- After Hours document attached. Use the Downtime Process- Information Documentation to gather relevant information.
After hours planning:
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- Support analyst = downtime coordinator
- Support analyst and Sys admin on call will troubleshoot and validate
- If system is completely unusable and issues are unresolvable, and Sys Admin don't know what to do next, Support analyst will request a restart of the system, and Sys Admin will follow Restart procedure
Email Template
Use the attached email template for communicating with internal apps (PARIS, Momentum, PIX)