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The IOC Outage Line (6-7272) should be answered at all times. When you answer the phone, please answer using either of the scripts below:
"ITaP OperationsIOC, this is <insert your name>, how can I help you?"
“Operations“IOC, this is <insert your name>, how can I help you?”
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If a call is received from I-Light, please follow the this documented procedure. ITIS-Data Network Incident Resolution Process (1).pdf. |
If the issue is determined to be URGENT, contact the On-Call Supervisor.
If the caller says the issue is not urgent and can wait, please send an email to itcr-lsopsmgmt@lists.purdue.edu with to Dan or Jenn with the information you have gathered and mark the email as "Importance: High".
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When you call an on-call group please phrase as this:
• "This is <insert your name> from ITaP Operations CSC/IOC and I am trying to reach the <insert group you are calling> on-call in regards to <insert issue you are calling about>".
If the on-call doesn't give their name, ask "who with whom am I speaking with?".
• Do not say "who is this?"
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