PNMS provides our clients with piece of mind knowing that CEG will monitor the health of their network 24/7.
When a network does fail, CEG is to take necessary action to ensure the highest network up-time possible.
We ultimately need to ensure every location is being monitored and when a notification is received, take the following action based on the notification condition identified in Table #1.
Condition |
Notification Result |
Work Instructions |
1 |
Single, Down/UP; notification spacing within 15 minutes |
1.Monitor, do not open ticket. |
2 |
Single, Down/Up; notification spacing 15 minutes to 1 hour |
1. Send email to support indicating that you have taken responsibility.2. Open Ticket.3. Conduct Secondary Ping.4. *If confirmed Down, email client, communicate verbally, and provide details of proactive efforts to resolve outage.5. Resolve outage.* If Up, monitor for 24 hours. |
3 |
Multiple, successive Down/UP notifications over a 4 hour rolling period |
1. Send email to support indicating that you have taken responsibility.2. Open Ticket.3. Conduct Secondary Ping.4. *If confirmed Down, email client, communicate verbally, and provide details of proactive efforts to resolve outage.5. Resolve outage.* If Up, contact ISP and verify circuit health. |
4 |
Down notification with no reported Up notification |
1. Send email to support indicating that you have taken responsibility.2. Open Ticket.3. Conduct Secondary Ping.4. *If confirmed Down, email client, communicate verbally, and provide details of proactive efforts to resolve outage.5. Resolve outage* If Up, contact ISP and verify circuit health. |