How do you explain ServiceNow P1 Critical Alarm emails to clients?

[SatyamS81441163]

Hi Community,

My client is receiving ServiceNow P1 - Severe Critical Alarm notification emails stating that an AHA failover was initiated due to a datacenter/database issue and that service has been restored.

How do you typically explain these emails to clients in simple business terms?

• Is this purely a ServiceNow infrastructure issue?
• Does the customer need to take any action?
• What's the best way to communicate the AHA failover and restoration to non-technical stakeholders?

Any guidance or best practices would be appreciated. Thanks!

[Dr Atul G- LNG · Accepted solution]

Hi @SatyamS81441163 

Is this purely a ServiceNow infrastructure issue?

Atul: Yes, this is purely a ServiceNow infrastructure issue.

Does the customer need to take any action?

Atul: No. This is for information only. However, the customer may experience a small amount of downtime during the activity.

What is the best way to communicate the AHA failover and restoration to non-technical stakeholders?

Atul: You can explain that this is a planned activity being carried out by ServiceNow as part of its infrastructure operations. There may be a short period of minimal or no service impact, but no action is required from the customer.

A business-friendly message could be:

ServiceNow is carrying out infrastructure maintenance to support service continuity and resilience. During this activity, there may be a brief period of minimal service disruption. No action is required from the customer, and services are expected to be restored automatically once the activity is complete.

[SatyamS81441163]

Thank you soo much Atul for Quick response