What to do during a full outage

Use the Urgent Outage category when a critical service is unavailable for multiple users or a location cannot operate normally.

Before submitting

1. Confirm whether the issue affects one user, several users, or everyone.
2. Note which service is down, such as internet, phones, Microsoft 365, a line-of-business system, or a website.
3. Record when the outage began and any recent change, power event, or provider notice.
4. If safe, check whether networking equipment has power. Do not unplug or reset managed equipment unless instructed.

Include in the ticket

• Affected location and service
• Number of users affected
• Business impact
• Exact error or indicator lights you see
• A reachable onsite contact and callback number

Do not repeatedly power-cycle firewalls, switches, servers, or storage devices. This can erase useful evidence or make recovery harder.