Last Minute Planned Downtime - When should it be logged as unplanned?
We recently had an issue occur within
our data centre where we could see that we were going to have a failure which
would cause a critical system to go down. As we had a limited amount of
pre-warning, our team notified the end users and scheduled some downtime to
resolve the problem. The issue we have is that we do not have any definition of
how much notice needs to be given to end users of planned downtime outside of
the regular maintenance schedule.
anyone share their practices / industry standard views as to when a planned
outage should be logged as unplanned. i.e. If the customer is given 24hrs
notice then the downtime would be logged as planned, with less than 24hrs it
should be logged as unplanned.
is important for our SLA's which are presented to our customers, but which also
directly impact our bonuses.
for your help,