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Re: outage/maintenance window opinion

  • From: Luke Parrish
  • Date: Wed Mar 30 11:28:54 2005

The event I stated in my first email was an example, not an actual incident.

I think from the 30+ emails I have received I have had 2 responses that said I should start my SLA credits and outage minutes from the beginning of the window and the rest that feel the outage minutes start ticking when the planned outage was over...

Regarding Change Management procedures, we do have had deadlines for backing out, verification, etc etc. But you are right...


At 11:59 AM 3/28/2005, Eric Gauthier wrote:


I disagree as this entire event wasn't a planned outage. The "planned" part
was what you intended to do and, if its anything like the maintenance reports
that I send and receive, you typically state how long you expect the impact
will be and that it will take place within your maintenance window. I'd argue
that you should start the clock ticking when the outage first happened and
then take off from that whatever you annouced as the impact duration.

For example, if you said that the impact would be a ten-minute outage sometime
during your window from 2am to 5am and your outage started at 2am, I'd count
this as an unplanned outage starting from 2:10am. That's just my $0.02...

On another note, you had a 3 hour window and a 6 hour outage. It sounds like
someone didn't seriously consider the "back out" part of your change management
planning. You really should have that as part of your process and have a hard
deadline within the window after which you revert the network to its previous

Eric :)
Luke Parrish
Centurytel Internet Operations

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