Outage Process

When there is an outage, we need to alert the appropriate personnel who will update autotaskstatus.net to avoid being bombarded with calls regarding the outage (informing us or seeking updates).

When to follow this process:
A regional or global outage of any core component of the service with no workaround and is reproducible
AND
the issue is not resolved within 15 minutes

The process:

1. Send an email to supportmanagers@autotask.com
   Subject: Autotask Workplace Status notification
   Body:
   • Cells affected: (Enter the cell numbers in the format US1, EU2, CA3, EU4, MP5, US6 or EU7 - if only part of the cell is affected, note that it's partial)
   • Impact: note what is not functioning and the current expected behaviour. For instance "Issue causes users to be unable to login to Soonr Online. Agents will sync, but new Agent creation will not function."
2. Once the issue is resolved, it is important to inform the support managers via email that all systems are restored and operational.