Context

Action Steps

1. PRIOR to messaging other teams, confirm that YOU CANNOT access the URL the client has indicated. Some "Site Down" issues are localized to the client and/or are user specific.
   
1. IF you CAN access the URL, have the user clear their cache, try a new browser, and/or if possible, try a different Wifi connection.
   
2. IF you CANNOT access the URL move to step 2.
2. Immediately post in the the Teams chat " Server, Site Down, & Latency" with screen shots and tag @Sukhdeep Kaur and @Gaja Naik.
   
1. Urgency Notes (make extra note if any of the following apply):
   
1. GLWA takes ultimate precedence due to their contract. If any of their environments are not accessible it is critical.
   
2. LIVE/PRODUCTION environments take precedence over test sites
   
3. CUSTOMER FACING URLS specifically 311 URLs are also more urgent. 
2. Note for Early Morning:
   
1. 
   If and when a client is saying their site is down and it’s early morning, please tag Denstan in chat and Supriya to look since Gaja and Sukhdeep are most likely not available at that early time.
3. Please use the image to the right as a reference when filling in the ticket tags.
   
1. We will always tag them same way and always hold these types of tickets until the site is back up.
   
4. We keep these items in NEW status until we have fixed the issue.
   
5. If no one is responding follow the call order below to try and get someone to resolve the issue:
   
1. Sukhdeep
   
2. Gaja
   
6. Continue to call/message people every 10 minutes until someone has responded that they are looking into the issue.