Properly Reporting System-Wide Outages and Major IT Incidents

Introduction

Introduction

This guide explains the proper procedure for reporting system-wide outages or major IT incidents at Willcox & Savage. Prompt and accurate reporting helps our IT helpdesk swiftly manage incidents and minimize disruption for all staff.

When to Report a System-Wide Outage or Major IT Incident

You should report immediately if you experience or become aware of a technical issue impacting multiple users or critical services that affect firm operations. Examples include widespread network outages, essential software failures, or access issues affecting groups of employees.

How to Report the Incident

To ensure an efficient response by the IT team, follow these steps when reporting:

1. Use the internal IT support portal or call the IT helpdesk directly by phone.
2. Provide detailed information about the outage including:
   • Description and scope of the outage or incident
   • Which systems or services are affected
   • Error messages received, if any
   • Time the issue was first noticed
3. Avoid attempting unauthorized troubleshooting or fixes to ensure coordinated incident management.

After Reporting the Incident

Once reported, please:

• Monitor your email or teams communications for updates from the IT helpdesk.
• Follow any instructions or updates provided by IT support promptly.
• Refrain from unofficial workarounds that might complicate resolution efforts.

Need Further Assistance?

If you have questions or need support beyond outage reporting, please contact the IT helpdesk via the internal portal or phone during business hours for prompt assistance.