Georgia Tech OIT Pandemic Information

Submitted by jbelford on Tue, 10/20/2009 - 09:59

Business Continuity

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Email: support@oit.gatech.edu
Phone: 404-894-7173
Telephone and walk-in Support Hours of Operation: 8:00am - 5:00pm, Monday - Friday
Location: Clough Building, Rm 215

Overview

In the event of a Pandemic (e.g. flu outbreak), Georgia Tech's OIT (Office of Information Technology) has prepared a strategy to provide reduced IT services to the Georgia Tech community. This site is meant to provide resources to the campus on steps they can take to be prepared to work remotely, as well as provide updates to OIT employees with regards to the execution of the Pandemic plans.

During a pandemic flu emergency, OIT will strive to provide normal levels of information technology services to the greatest extent possible. Expected service levels in each phase of the emergency are outlined below. Identified critical services include:

Campus central computing services, including email, calendar, list serv, student home directories, remote desktop access
Network services, including wireless, Internet connectivity, campus backbone and building networks, firewalls, secure remote access (VPN), DNS, DHCP, etc.
Voice and voice conferencing services
Georgia Tech top level web and other web hosted services
Central authentication, authorization, and web based self services
Georgia Tech emergency notification systems.
Access to administrative, financial, and student systems
T-square learning management system (LMS)
Classroom technology design and support
Technology Support Center
High-performance Computing

It is anticipated that, even if the President's Advisory Group were to declare a temporary termination of instruction, many research, administrative, and other activities would continue. Under this circumstance, OIT will be expected to:

Continue to provide types and levels of service necessary to support the activities that remain in operation, and
Ensure that the computing and communications resources of the campus are kept in the good operational order needed to support the eventual full resumption of campus activities

Service Lead

Name

Richard Biever

richard.biever@oit.gatech.edu

Phone

404-894-6318

OIT Service Levels & Resources

OIT will take a tiered approach in responding to an escalating pandemic emergency. The table below outlines OIT's actions under the various pandemic influenza phases, in particular in response to Phase III and IV.

Service Levels

Phase: Definition	Campus Services	Internal OIT Activities
Phase I: Heightened Awareness	Campus services are delivered at normal service levels. Information and Communications Establish a communications plan the outlines what resources are available to the campus during emergencies. Make the OIT unit-level EAP available to campus customers Turn-on the OIT Emergency Information Page Establish a communications process with GT Communications and Marketing Services All services remain functioning and are maintained at established service levels and return to service levels	OIT begins internal planning for contingency operation Inform staff what communication options will be available to them during an emergency Review the list of essential services and essential personnel Establish a list of essential vendors and service provides with key contact numbers for each provider Assign roles for updating information on the OIT Emergency Information web page
Phase II: President's Advisory Group (PAG) instructs units to begin planning for possible alternate operating methods.	Campus services are delivered at normal service levels. Information and Communications Send out communication recommending campus customers test remote access computing services. Augment Technology Support Center to provide an increased level of help for those trying to use remote access services. Promote availability of conference bridges Services All services remain functioning and are maintained at established service levels and return to service levels.	OIT moves to active internal planning Review and supplement detailed OIT EAP Communicate status information to employees via multiple communications paths. OIT employees test remote access capability to essential services
Phase III: PAG curtails or cancels classes.	Some campus services are curtailed or shifted to remote locations. Coordinate staffing in LEC/LWC/TSC with GT Library Classroom maintenance suspended Cluster support suspended Telephone service continues; repairs performed, but moves, adds, or changes are suspended Technology Support Center moves to minimum staffing; support shifted to remote assistance Printing and Copy Services (PCS) suspended A communications and coordination process with departmental IT support staff established Communication of anticipated service levels if emergency escalates to Phase IV	OIT begins shifting from on-campus to remote support OIT Data Centers continue to operate normally Classroom support team re-tasked or sent home Cluster support team re-tasked or sent home PCS staff sent home Administrative support suspended and staff sent home Coordinate remote support options with Nortel for maintenance of central telphone switch alarm management Minimum staffing for network maintenance Coordinate delivery of essential supplies with Operations Notify critical suppliers of alternative contact processes CIO or Deputy CIO on-site; directors work remotely
Phase IV: PAG closes campus to only mission essential/life safety personnel.	All Phase III service changes continue. No telephone repairs except for emergency services and mission critical services Audio conferencing service available Official web presence maintained Web hosting remains available on a best effort basis	All Phase III activities continue Perform normal Winter Holiday system support Data Center transitions to un-staffed - reduce backups Activate alternative parts receiving processes Activate emergency on-site maintenance processes Notify campus emergency planners of mission critical personnel access requirements All personnel remain off-site unless a life safety or mission critical, core service failure occurs

Phase: Definition

Campus Services

Internal OIT Activities

Phase I:

Heightened Awareness

Campus services are delivered at normal service levels.

Information and Communications

Establish a communications plan the outlines what resources are available to the campus during emergencies. Make the OIT unit-level EAP available to campus customers
Turn-on the OIT Emergency Information Page
Establish a communications process with GT Communications and Marketing

Services

All services remain functioning and are maintained at established service levels and return to service levels

OIT begins internal planning for contingency operation

Inform staff what communication options will be available to them during an emergency
Review the list of essential services and essential personnel
Establish a list of essential vendors and service provides with key contact numbers for each provider
Assign roles for updating information on the OIT Emergency Information web page

Phase II:
President's Advisory Group (PAG) instructs units to begin planning for possible alternate operating methods.

Campus services are delivered at normal service levels.

Information and Communications

Send out communication recommending campus customers test remote access computing services.
Augment Technology Support Center to provide an increased level of help for those trying to use remote access services.
Promote availability of conference bridges

Services

All services remain functioning and are maintained at established service levels and return to service levels.

OIT moves to active internal planning

Review and supplement detailed OIT EAP
Communicate status information to employees via multiple communications paths.
OIT employees test remote access capability to essential services

Phase III:

PAG curtails or cancels classes.

Some campus services are curtailed or shifted to remote locations.

Coordinate staffing in LEC/LWC/TSC with GT Library
Classroom maintenance suspended
Cluster support suspended
Telephone service continues; repairs performed, but moves, adds, or changes are suspended
Technology Support Center moves to minimum staffing; support shifted to remote assistance
Printing and Copy Services (PCS) suspended
A communications and coordination process with departmental IT support staff established
Communication of anticipated service levels if emergency escalates to Phase IV

OIT begins shifting from on-campus to remote support

OIT Data Centers continue to operate normally
Classroom support team re-tasked or sent home Cluster support team re-tasked or sent home
PCS staff sent home
Administrative support suspended and staff sent home
Coordinate remote support options with Nortel for maintenance of central telphone switch alarm management
Minimum staffing for network maintenance
Coordinate delivery of essential supplies with Operations
Notify critical suppliers of alternative contact processes
CIO or Deputy CIO on-site; directors work remotely

Phase IV:

PAG closes campus to only mission essential/life safety personnel.

All Phase III service changes continue.

No telephone repairs except for emergency services and mission critical services
Audio conferencing service available
Official web presence maintained
Web hosting remains available on a best effort basis

All Phase III activities continue

Perform normal Winter Holiday system support
Data Center transitions to un-staffed - reduce backups
Activate alternative parts receiving processes
Activate emergency on-site maintenance processes
Notify campus emergency planners of mission critical personnel access requirements
All personnel remain off-site unless a life safety or mission critical, core service failure occurs

Resources

Resources for Campus	Resources for Employees
Who to Contact for IT Support	Institute H1N1 Guidance
Remote Access From Home	Human Resources H1N1 Guidance
How to Get Software (For Working From Home)	Human Resources H1N1 FAQ's
	OIT Employee News & Updates

Attachment	Size
Phases.jpg	291.29 KB

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