Early stages / investigating

• If necessary, place a message on the relevant Teams channel asking users if they are experiencing issues.

Live issue effecting users, still unknown

• Acknowledge that there is an issue on Teams.

With an understanding of what is going on

• Place an alert on the relevant Teams channel, or channels.

  • Be brief, concise and use plain English and state:

    • Who and wat is being impacted.

    • Is there a time-frame to fix?

    • Possible reason (if known).

    • Ask people to propagate message to colleagues who may also be impacted.

• Where there is a defined user group, send an email to that group if they are impacted e.g. for revalidation issues, send to revalidation leads.

  • Use the same text as used on Teams.

  • Use the list of users currently shown here User groups and Leads.xlsx

    • NOTE (1) to copy an email list for go to the relevant user group and copy the contents of the yellow coloured cell e.g. G30 on the Reval Leads tab.

    • NOTE (2) Currently (at data 19 Dec) we have user groups confirmed for Revalidation; Post; ESR; Data Leads. ++++ need to work on updating this list of users +++++

• Do not send email to “all users”

Update

• Place progress updates if issue is prolong.

• Send email update

On resolution

• Place an update that problem resolved and that more detail will be provided at Review after we have undertaken an investigation.

• Send email update