Incident Management – Website Announcement Procedure

Any unplanned outage or slowdown of an ITS operated production system is called an “incident.” ITS is committed to creating a repeatable and effective process for managing all incidents.

The primary goals for this process are:

  • Provide consistent and understandable communication to the UH community about any system outages or slowdowns.
  • Streamline our internal procedures to avoid future incidents or shorten incidents when they do occur.

Below are answers to some key questions about ITS Incident Management:

Q: Where are IT incidents announced?
ITS will post information about all of its incidents on the ITS web site at www.hawaii.edu/its.  If there are no active incidents, the icon on the top right of the web site will be green.  If there is an active incident, the icon will be red.  Details about each incident such as current status, start time, and the time frame for the next expected update can be found by simply clicking on the red icon or on the list of old incidents below the icon.

ITS is committed to updating the status on our web site every 30 minutes.

Q: What if the ITS web page is unavailable, how do I check to see what’s going on ?
If the current incident is causing our web site to be unreachable, you may call our status line at (808) 956-6168.  A recorded message will be available at this number.  The web site is our primary communication vehicle though, so if it is available, it is the most accurate status.

Q: What if I’m experiencing an outage or slowdown?
First, check the ITS web site to see if an incident has been reported or if planned maintenance is underway.

If there is nothing on the web site about a current incident or current maintenance, then call the ITS Help Desk at (808) 956-8883.  You can also email the ITS Help Desk at help@hawaii.edu.

Q: How do I find out what happened?
When ITS closes an incident it will try to post information about what caused the incident.  Due to the broad audience, we will not be able to provide technical details on the website. Our updates will be non-technical and in language that the whole community can understand.  If you would like to know more than what is posted on our website, please feel free to call the ITS Help Desk and they can help get you more information.