Information Technology Emergency Communications Protocol

(Level 1) Campus-Wide Computing Service Interruption

A campus-wide computing service interruption (Level 1) may include:

  • Access to Banner/Garnet Gateway
  • Access to Bates Email and other G Suite Services
  • Access to web services, including the Bates website
  • A Campus-Wide Outage of Telephone/Voicemail, Bates Network, or Internet Services
  • Access to Bates WiFi

Within 30 minutes of recognizing a campus-wide computing service interruption, the Bates College Community will be informed of the following:

  • Notification that an issue exists
  • Provided with information regarding a resolution or when services will be restored
  • Anticipated time it will take for a resolution

Dependent on the nature of the service interruption and accessibility of communication tools, the Bates College Community will be notified of a service outage through the following methods:

  • Service interruption information, details, and updated will be posted to the IT Help Desk website on the System Status web page
  • The IT Help Desk telephone greeting will be updated with an acknowledgment of a service interruption and additional information
  • Predetermined departmental contacts will be called and notified of the service interruption, including further details
  • Academic Area Assistants (AAA) will be called and notified of the service interruption, including further details
  • Email communication to the Bates College Community
  • Notifications posted to the digital signage throughout campus

In the event of a significant service interruption that renders the above communication channels unusable, the Bates College Emergency Communication will be utilized to notify the Bates College Community.

Every two hours during the service interruption, the Bates College Community will be updated with known information about the service interruption.

(Level 2) Campus-Wide Computing Service Interruption

A campus-wide computing service interruption (Level 2) may include:

  • Service interruption to specific building(s) or areas on campus
  • A server that hosts a particular service is inaccessible
  • The college’s learning management software (Lyceum) is inaccessible

Dependent on the nature of the service interruption and accessibility of communication tools, the Bates College Community will be notified of a service outage through the following methods:

  • Service interruption information, details, and updated will be posted to the IT Help Desk website on the System Status web page
  • The IT Help Desk telephone greeting will be updated with an acknowledgment of a service interruption and additional information
  • Predetermined departmental contacts will be called and notified of the service interruption, including further details
  • Academic Area Assistants (AAA) will be called and notified of the service interruption, including further details
  • Email communication to the Bates College Community or specific groups impacted by the service interruption