Outage tracking for install base
Provide visibility into any current or upcoming outages affecting a customer's install base, enhancing transparency and reducing the number of customer-reported cases.
Outage definition
An outage refers to a time period that a service delivering value to a customer is unavailable or experiencing performance issues.
- Unplanned outage: Outages such as those caused by hardware or network issues.
- Planned outage: Outages caused by planned maintenance or upgrades.
- Degradation: Problems affecting a service that does not result in a disruption of that service.
Outage tracking overview
Proactively inform customers about planned or unplanned service disruptions by associating outages with a case. In doing so, your customers are aware of the impact of the outage and have visibility into the resolution status. They can then use this information to assess the business impact of different outage types over a period and calculate any charge backs, if necessary.
Outages are typically created automatically when an alert is created for a service or by service fulfillers when working on an incident.
An outage specifies the outage type, impacted service as well as the begin and end time. Multiple services used by a customer can be associated with an outage.
Roles
As a major issue manager or customer service manager, you can create, associate, and track all outages related to a case. Customer service managers can also view reports of business impact by outage type.
As a customer service agent, you can view any outages associated with the case.
Your customers can view outage information on the Customer Service Portal.
Activation information
This feature requires the Proactive Customer Service Operations Management plugin (com.snc.proactive_cs_ops).