Posts Tagged 'Incidents'

October 3, 2013

Improving Communications for Customer-Affecting Events

Service disruptions are never a good thing. Though SoftLayer invests extensively in design, equipment, and personnel training to reduce the risk of disruptions to our customers, in the technology world there are times where scheduled events or unplanned incidents are inevitable. During those times, we understand that restoring service is top priority, and almost as important is communicating to customers regarding the cause of the incident and the current status of our work to resolve it.

To date we've used a combination of tickets, emails, forum posts, portal "yellow" notifications, as well as RSS and Twitter feeds to provide status updates during service-affecting events. Many of these methods require customers to "come and get it," so we've been working on a more targeted, proactive approach to disseminating information.

I'm excited to report that our Development and Operations teams have collaborated on new functionality in the SoftLayer portal that will improve the way we share information with customers about unplanned infrastructure troubles or upcoming planned maintenances. With our new Event Communications toolset, we're able to pinpoint the accounts affected by an event and update users who opt-in to receive notifications about how these events may impact their services.

Notifications

As the development work is finalized, we plan to roll out a few phases of improvements. The first phase of implementation, which is ready today, enables email alerts for unplanned incidents, and any portal user account can opt-in to receive them. These emails provide details about the impact and current status of an unplanned incident in progress (UIP). In this phase, notifications can be sent for devices such as physical servers, CCIs and shared SLB VIPs, and we will be adding additional services over time.

In future phases of this project, we plan to include:

  • A new "Event" section of the Customer Portal which will allow customers to browse upcoming scheduled maintenances or current/recent unplanned incidents which may impact their services. In the past, we generated tickets for scheduled maintenances, so separating these event notifications will improve customer visibility.
  • Enhanced visibility for events in our mobile apps (phone/tablet).
  • Updates to affected services for a given event as customers add / change services.
  • Notification of newly added or newly updated events that have not been read by the user (similar email "inbox" functionality) in the portal.
  • Identification of any related current or recent events as a customer begins to open a ticket in the portal.
  • Reminders of upcoming scheduled maintenances along with progress updates to the event notification throughout the maintenance in some cases.
  • Improved ability to correlate specific incidents to customer service troubles.
  • Dissemination of RFO (reason-for-outage) statements to customers following a post-incident review of an unplanned service disruption.

Since we respect our customers' inboxes, these notifications will only be sent to user accounts that have opted in. If you'd like to receive them, simply log into the Customer Portal and navigate to "Notification Subscriptions" under the "Administration" menu (direct link). From that page, individual users can control event subscriptions, and portal logins that have administrative control over multiple users on the account can control the opt-in for themselves and their downstream users. For a more detailed walkthrough of the opt-in process, visit the KnowledgeLayer: "Update Subscription Settings for the Event Management System"

The Network Operations Center has already begun using this customer notification toolset for customer-affecting events, so we recommend that you opt-in as soon as possible to benefit from this new functionality.

-Dani

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