Attachment 30 - EOC-SOP-SBO-20-101-Communications.pdf

EOC Communications Standard Operating Procedure

August 2021

Produced by:

Enterprise Operations Center Department of Technology Services Administrative Office of the U.S. Courts One Columbus Circle, NE Washington, DC 20544

Notice – Limited Distribution This document is designated Sensitive. Distribution is strictly controlled and further distribution is prohibited. Duplication of this document is prohibited.

FOR OFFICIAL USE ONLY

EOC Communications: Standard Operating Procedure

Final Authorization and Approval Signature

Office Chief, Enterprise Operations Center Date

Deputy Office Chief, Enterprise Operations Center Date

Table of Contents

1 Overview

2 Guiding Principles

3 Bulletin Types

3.1 News/Informational

3.2 Service Status

4 Process Overview

4.1 News, Alert, Planned Maintenance, Unplanned Maintenance, and Release Bulletins

4.1.1 News, Alert, Planned Maintenance, Unplanned Maintenance, and Release Bulletins Process Flow

4.1.2 News, Alert, Planned Maintenance, Unplanned Maintenance, and Release Bulletins RACI

4.1.3 News, Alert, Planned Maintenance, Unplanned Maintenance, and Release Bulletins Timeline

4.2 MR/EMR

4.2.1 MR/EMR Process Flow

4.2.2 MR/EMR RACI

4.2.3 MR/EMR Timeline

4.3 Onboarding

4.3.1 Onboarding Process Flow

4.3.2 Onboarding RACI

4.3.3 Onboarding Timeline

4.4 Decommissioning

4.4.1 Decommissioning Process Flow

4.4.2 Decommissioning RACI

4.4.3 Decommissioning Timeline

4.5 Service Health Notification

4.5.1 Service Health Notification Configuration

4.5.2 Service Health Notification Process Flow

4.5.3 Service Health Notification RACI

4.5.4 Service Health Notification Timeline

4.6 Service Health Notification Update

4.6.1 Service Health Notification Update Process Flow

4.6.2 Service Health Notification Update RACI

4.6.3 Service Health Notification Update Timeline

4.7 Potential Issue

4.7.1 Potential Issue Process Flow

4.7.2 Potential Issue RACI

4.7.3 Potential Issue Timeline

4.8 Potential Issue Update

4.8.1 Potential Issue Update Process Flow

4.8.2 Potential Issue Update RACI

4.8.3 Potential Issue Update Timeline

4.9 Service Disruption

4.9.1 Service Disruption Process

4.9.2 Service Disruption RACI

4.9.3 Service Disruption Timeline

4.10 Status Update

4.10.1 Status Update Process

4.10.2 Status Update RACI

4.10.3 Status Update Timeline

4.11 Service Restored

4.11.1 Service Restored Process

4.11.2 Service Restored RACI

4.11.3 Service Restored Timeline

4.12 Service Disrupted/Restored

4.12.1 Service Disrupted/Restored Process

4.12.2 Service Disrupted/Restored RACI

4.12.3 Service Disrupted/Restored Timeline

5 Activities

6 EOC Communications and Coordination Cell MS Teams Channels

6.1 Posting message to the ECCC channel for a product

6.2 EOC Leadership Channel

7 Communication Tool Unavailability

8 Revision History

1 Overview This document defines the Standard Operating Procedures (SOPs) for managing bulletin distribution from the Enterprise Operations Center (EOC).

2 Guiding Principles Bulletins are meant to provide the court community and supporting staff with information about Judiciary IT services.

Bulletins will be written using the simplest language and facts available within the timeframes set forth in this SOP.

• All acronyms in a bulletin should be spelled out on first use.

• All1 bulletins go through an approval process that requires at least one Program Office representative, one Work Team Lead (WTL)/the Team Point of Contact (POC), and one EOC Communications (Comm) Team member to approve.

• Program Office approvers must be government employees.

• Maintenance and Release activities do not require a Completed bulletin.

• Where possible, the EOC sends Maintenance and Release bulletins on Tuesday, one full week before the maintenance or release activity is scheduled to be performed.

• When Completed bulletins are requested, they are sent during normal business hours.

• All bulletins that provide information about a degradation of one or more services must be reported to the National Support Desk (NSD).

• Bulletins that provide service degradation information for Administrative Office (AO)-supported products must use the Service Disruption template.

• When anyone external to the EOC (including the Program Office) notices a degradation, they call the main NSD number, (210) 536-5000, to report it.

• Bulletins that provide information about issues outside of the scope of products the AO supports can use the Alert template.

3 Bulletin Types There are two main bulletin categories, News/Informational and Service Status. While both bulletin types provide information to the court community, their primary purpose differs.

1 The EOC is authorized to send “Potential Issue” and “Service Health Notification” bulletins without first notifying a Program

Office

3.1 News/Informational

A News/Informational bulletin is intended to provide general information about a service. This is the most common message type. There is a generic News bulletin template and several tailored bulletin templates for common news items. The templates include:

Template Description

News A message with helpful information for the courts that is not time-sensitive and does not require users to perform any quick actions.

Alert A message with important information for the courts that is time sensitive or requires users to perform a quick action. The Alert template is not a substitute for a Service Disruption bulletin.

Planned Maintenance

A message informing subscribers of a maintenance event that went through the normal Change Advisory Board (CAB) process. It provides the impact, location, maintenance window, and actions required for the planned maintenance task.

Unplanned Maintenance

A message informing subscribers of a maintenance event that did not go through the normal CAB process (such as emergency changes). It provides the impact, location, maintenance window, and actions required for the unplanned maintenance task.

MR/EMR

Submission

A message informing subscribers that a Change Request (MR) or Emergency MR (EMR) was processed and recorded in the National MR database and providing them with a link.

Release A message informing subscribers of a release event. It provides the impact, location, release window, and actions required.

Onboarding A message informing subscribers that the NSD began supporting a service and that service is now available.

Decommissioning A message informing subscribers that the NSD stopped supporting a service and the service is no longer available.

3.2 Service Status

A Service Status bulletin is intended to provide information about the availability of a service during an incident that affects operations. There are several templates used for Service Status bulletins. The templates include:

Template Description

Service Health Notification

A notification indicating the vendor alerted the AO of a potential issue in their service that may impact the judiciary.

Service Health Notification Update

A notification indicating the vendor alerted the AO that a previously-reported Service Health Notification is over (resolved/false positive). This template is only used if a vendor or monitoring alert is cleared before a Potential Issue or Service Disruption Bulletin is sent and the issue never evolves into a Potential Issue or Service Disruption (see below).

Potential Issue* A notification alerting subscribers that the EOC has reason to believe end-user ability to use one or more of the features of a service may be impacted. This can be due to two different reasons:

• The NSD has received calls from three different courts reporting a similar problem.

• The NSD can validate that a reported problem exists for many different users.

Potential Issue Update*

A notification indicating that either the Potential Issue investigation is still underway or the AO determined there was no Service Disruption. The Potential Issue Update bulletins are used when one of the following occurs:

• The EOC sent a Potential Issue bulletin but it was determined that there was no impacted service

• The group would like more time to investigate the possibility that similar incidents are not related.

Service Disruption* A notification indicating the AO confirmed there is an issue affecting multiple users’ ability to use one or more of the features of a service (the NSD website will show the Service as Impacted when only part of the system is unusable and Down when the entire service is unusable). This can be determined two ways:

• On a bridge after a Potential Issue bulletin is sent.

• From a Program Office that determines their service is degraded.

Status Update* A notification informing subscribers of any new or relevant information on a degradation or providing an update on the work to restore a service.

Service Restored* A notification indicating that a service is no longer impacted by an event and the service is fully restored.

Service Disrupted/Restored*

A notification indicating the AO confirmed there was an issue affecting multiple users’ ability to use one or more of the features of a service, but that issue is over, and the service returned to normal. This template is used for subscriber’s situational awareness when a service is restored before a Service Disruption bulletin can be sent. (The NSD website will show the Service as Impacted when only part of the system is unusable and Down when the entire service is unusable). This informs the courts of the issue and helps to build trust in the AO that we are not trying to hide anything.

4 Process Overview The bulletin processes, roles, and responsibilities vary by bulletin type. The EOC uses a Responsible, Accountable, Consulted, Informed (RACI) matrix to lay out the responsibilities for each role and activity.

The following table defines the elements of the RACI matrix:

Responsible (R) Those who do the work to achieve the task. There is at least one role with a participation type of responsible, although others can be delegated to assist in the work required.

Accountable (A) The one who ultimately answers for the correct and thorough completion of the deliverable or task, and the one who delegates the work to those responsible. In other words, an accountable must sign off (approve) work that a responsible provides. There must be only one accountable specified for each task or deliverable.

Consulted (C) Those whose opinions are sought, typically subject matter experts, and with whom there is two-way communication.

Informed (I) Those who are kept up-to-date on progress, often only on completion of the task or deliverable, and with whom there is just one-way communication.

4.1 News, Alert, Planned Maintenance, Unplanned Maintenance, and Release Bulletins

The News, Alert, Planned Maintenance, Unplanned Maintenance and Release bulletins are only worked on during EOC regular business hours.

4.1.1 News, Alert, Planned Maintenance, Unplanned Maintenance, and Release Bulletins Process Flow

News, Alert, Planned Maintenance, Unplanned Maintenance, and Release bulletins all follow the same process. The following diagram illustrates this process:

In all cases updates are only required if the courts can reasonably expect an update based on the original bulletin.

4.1.2 News, Alert, Planned Maintenance, Unplanned Maintenance, and Release Bulletins

RACI

Activity Program Office Program Office Approver EOC WTL EOC Comm Team

Create the Bulletin R, A C C I Approve the Bulletin R R, A R R Send/Post the Bulletin I I I R, A Provide Updates to the EOC Comm Team

R, A C C I

Apply Updates C C C R, A Approve Updates R R, A R R Send/Post Updates I I I R, A

4.1.3 News, Alert, Planned Maintenance, Unplanned Maintenance, and Release Bulletins Timeline

The timelines expected for bulletins in this group are broken down into two groups:

• News, Alert, Unplanned Maintenance

• Planned Maintenance and Release Bulletins

4.1.3.1 News, Alert, Unplanned Maintenance Timeline

Action Timeline

Create the Bulletin As Needed Approve the Bulletin 2 Business hours Send/Post the Bulletin 1 hour Provide Updates to the EOC Comm Team As needed Apply Updates 30 minutes Approve Updates 30 minutes Send/Post Updates 30 minutes

4.1.3.2 Planned Maintenance and Release Bulletins Timeline

Action Timeline

Create the Bulletin As Needed Approve the Bulletin 2 Business hours Send/Post the Bulletin Tuesday before the action Provide Updates to the EOC Comm Team As needed Apply Updates 30 minutes Approve Updates 30 minutes Send/Post Updates 30 minutes

4.2 MR/EMR

MR and EMR bulletins are templated. They are only worked on during EOC regular business hours.

4.2.1 MR/EMR Process Flow

MR and EMR bulletins follow a very simple process. The following diagram illustrates this process:

4.2.2 MR/EMR RACI

Activity EOC WTL EOC Comm Team

Create the Bulletin R, A I Review the Bulletin C R, A Apply Updates R, A I Approve the Bulletin R, A Send/Post the Bulletin R, A

4.2.3 MR/EMR Timeline

Action Timeline

Create the Bulletin As needed Review the Bulletin 1 hour Apply Updates 1 hour Approve the Bulletin 30 min Send/Post the Bulletin 30 min

4.3 Onboarding

Onboarding bulletins are templated. They are only worked on during EOC regular business hours.

4.3.1 Onboarding Process Flow

Onboarding bulletins follow a very simple process. The following diagram illustrates this

4.3.2 Onboarding RACI

Activity Program Office EOC Tech Writer EOC WTL EOC Comm Team

Create the Bulletin C R, A C I Approve the Bulletin R, A R R R Send/Post the Bulletin I I R, A

4.3.3 Onboarding Timeline

Action Timeline

Create the Bulletin As needed Approve the Bulletin Upon receipt Send/Post the Bulletin Upon receipt

4.4 Decommissioning

Onboarding bulletins are templated. They are only worked on during EOC regular business hours.

4.4.1 Decommissioning Process Flow

Onboarding bulletins follow a very simple process. The following diagram illustrates this

4.4.2 Decommissioning RACI

Activity Program Office EOC Tech Writer EOC WTL EOC Comm Team

Create the Bulletin C R, A C I Approve the Bulletin R, A R R R Send/Post the Bulletin I I R, A

4.4.3 Decommissioning Timeline

Action Timeline

Create the Bulletin As needed Approve the Bulletin Upon receipt Send/Post the Bulletin Upon receipt

4.5 Service Health Notification

The Service Health Notification bulletins are only worked on during EOC regular business hours. Due to the inherent uncertainty of alerts, no changes are made to the NSD Service Availability Page as a result of Service Health Notification bulletins.

4.5.1 Service Health Notification Configuration

Service Health Notification bulletins require work by the EOC and program office to agree to the format of the bulletins before they can be offered for a service. The EOC and Program Office work together to establish a pattern for converting an alert into a bulletin to send to the courts.

4.5.2 Service Health Notification Process Flow

Service Health Notification bulletins follow simple process. The following diagram illustrates this process:

4.5.3 Service Health Notification RACI

Activity Monitoring System EOC WTL/POC EOC Comm Team

Send the monitoring system Service Health Notification

R, A I I

Determine if a Bulletin is Needed R, A I Notify the EOC Comm Team of the Need to Send the Bulletin

R, A I

Create the Bulletin C R, A Send/Post the Bulletin I R, A

4.5.4 Service Health Notification Timeline

Action Timeline

Send the monitoring system Service Health Notification As needed Determine if a Bulletin is Needed 60 minutes Notify the EOC Comm Team of the Need to Send the Bulletin 10 minutes Create the Bulletin 30 minutes Send/Post the Bulletin 10 minutes

4.6 Service Health Notification Update

The Service Health Notification Update bulletins are only worked on during EOC regular business hours.

4.6.1 Service Health Notification Update Process Flow

Service Health Notification Update bulletins follow simple process. The following diagram illustrates this process:

4.6.2 Service Health Notification Update RACI

Activity Monitoring System EOC WTL/POC EOC Comm Team

Send the monitoring system Service Health Notification

R, A I I

Determine if a Bulletin is Needed R, A I Notify the EOC Comm Team of the Need to Send the Bulletin

R, A I

Create the Bulletin C R, A Send/Post the Bulletin I R, A

4.6.3 Service Health Notification Update Timeline

Action Timeline

Send the monitoring system Service Health Notification As needed Determine if a Bulletin is Needed 60 minutes Notify the EOC Comm Team of the Need to Send the Bulletin 10 minutes Create the Bulletin 30 minutes Send/Post the Bulletin 10 minutes

4.7 Potential Issue

Potential Issue bulletins are sent any time of the day or night.

4.7.1 Potential Issue Process Flow

Potential Issue bulletins are templated and follow a very simple approval process. The following diagram illustrates this process:

Due to the uncertainty, no change is made to the NSD Service Availability Page as a result of Potential Issue bulletins. After the Potential Issue bulletin is drafted, the NSD sets up a communication bridge for interested parties to discuss the potential incident.

4.7.2 Potential Issue RACI

Activity EOC WTL EOC Comm Team

Create the Bulletin R, A I Send/Post the Bulletin I R, A

4.7.3 Potential Issue Timeline

Action Timeline

Create the Bulletin 5 min Send/Post the Bulletin 5 min

4.8 Potential Issue Update

Potential Issue Update bulletins are sent any time of the day or night.

4.8.1 Potential Issue Update Process Flow

Service Disruptions follow a specific path for approval that is different from all other bulletin types. The cadence of disruption updates depends on the severity of the disruption. The following diagram illustrates this process:

Potential Issue Update Bulletin Process

EO

C

Co m m

EO

C W

TL

/P

OC

PO

Start Bridge Join Bridge Conduct Bridge Activities Create Bulletin

Verbally Approve Bulletin

Send/Post Bulletin

If Microsoft (MS) Teams is unavailable, the EOC Comm Team will distribute a backup communications platform to draft the disruption.

4.8.2 Potential Issue Update RACI

Activity EOC WTL/POC Program Office EOC Comm Team

Start a Bridge R, A I I Join the Bridge R, A R R Conduct the Bridge R, A C C Create the Bulletin R, A C C Verbally Approve the Bulletin R, A R Send/Post the Bulletin I R, A I

4.8.3 Potential Issue Update Timeline

Action Timeline

Start a Bridge Immediately Join the Bridge Immediately Conduct the Bridge Immediately Create the Bulletin Immediately Verbally Approve the Bulletin Upon receipt Send/Post the Bulletin 30 min

4.9 Service Disruption

Service Disruption bulletins are sent any time of the day or night.

4.9.1 Service Disruption Process

After a Potential Issue bulletin is sent, the NSD will start a bridge in the appropriate channel of the ECCC team in MS Teams to discuss the issue. In the event that the program office learns that their service is degraded, they will call the NSD to report the outage and the NSD will stand up a bridge without first sending the Potential Issue bulletin. The NSD website will show the service as Impacted when only part of the system is unusable and Down when the entire service is unusable. Due to limited information available during an event, the service will be marked as impacted/down based on end users experience and not necessarily based on the root cause.

Service Disruptions follow a specific process. The cadence of disruption updates depends on the severity of the disruption. The following diagram illustrates this process:

Service Disruption Bulletin Process

EO

C Co m m

EO

C

W

TL

/P

OC

PO

Start Bridge Join Bridge Conduct Bridge Activities Create Bulletin

Verbally Approve communications platform to draft the disruption.

4.9.2 Service Disruption RACI

Activity EOC WTL/POC Program Office EOC Comm Team

Start a Bridge R, A I I Join the Bridge R, A R R Conduct the Bridge R, A C C Create the Bulletin R, A C C Verbally Approve the Bulletin R, A R Send/Post the Bulletin I R, A I

4.9.3 Service Disruption Timeline

Action Timeline

Start a Bridge Immediately Join the Bridge Immediately Conduct the Bridge Immediately Create the Bulletin Immediately Verbally Approve the Bulletin Upon receipt Send/Post the Bulletin (If Potential Issue bulletin sent) 30 min Send/Post the Bulletin (If no Potential Issue bulletin sent) 15 min

4.10 Status Update

Status Update bulletins are sent any time, day or night.

4.10.1 Status Update Process

The cadence of disruption updates depends on the severity of the disruption. The following diagram illustrates this process:

If Microsoft (MS) Teams is unavailable, the EOC Comm Team uses a backup communications platform to draft the disruption.

When a service is impacted, it is useful to send Status Update bulletins each time more information becomes available so as to keep the court community informed. The EOC recommends that you use the Communications bridge that was set up for the service to perform troubleshooting activities and to draft the Service Disruption bulletin. This will enable the NSD POC to check in and draft Status Update bulletins with minimal interruption to troubleshooting efforts. Substantive updates are shared with the courts whenever they exist. The maximum time between updates is dependent on the incident priority rating.

If a service is incorrectly marked as impacted/down and a different service really causing the impact; a Status Update message can be sent to both topics informing the users that the topic marked as impacted will be changing. Both program offices should review the Status Update bulletin to ensure clarity.

4.10.2 Status Update RACI

Provide Updates to NSD POC C R, A I Create Update Bulletin R, A I R Approve Bulletin I R, A I Send/Post Updates I I R, A

4.10.3 Status Update Timeline

Action Timeline

Provide Updates to NSD POC Dependent on priority* Create Update Bulletin 10 minutes Approve Bulletin 5 minutes Send/Post Updates 5 minutes

*Timeline for updates based on incident priority

Incident Priority Maximum time between updates

P1 30 minutes P2 60 minutes P3 120 business minutes P4 1 business day P5 2 business days

If an ongoing fix will occur after the next update time dictated in the table above, the courts wait to receive an update until it is time for the next Status Update bulletin.

4.11 Service Restored

Service Restored bulletins are sent any time, day or night.

4.11.1 Service Restored Process

Service Restored bulletins are sent when a service returns to normal operations to inform the courts as soon as possible. The following diagram illustrates this process:

4.11.2 Service Restored RACI

Provide Updates to NSD POC C R, A I Create Update Bulletin R, A I R Approve Bulletin I R, A I Send/Post Updates I I R, A

4.11.3 Service Restored Timeline

Action Timeline

Provide Updates to NSD POC As soon as service is restored Create Update Bulletin 10 minutes Approve Bulletin 5 minutes Send/Post Updates 5 minutes

4.12 Service Disrupted/Restored

Service Disrupted/Restored bulletins are sent any time, day or night.

4.12.1 Service Disrupted/Restored Process

The following diagram illustrates this process:

Service Disrupted/Restored Bulletin Process

EO

C

Co m m

EO

C W

TL

/P

OC

PO

Start Bridge Join Bridge Conduct Bridge Activities Create Bulletin

Verbally Approve communications platform to draft the disruption

4.12.2 Service Disrupted/Restored RACI

Activity EOC WTL/POC Program Office EOC Comm Team

Start a Bridge R, A I I Join the Bridge R, A R R Conduct the Bridge R, A C C Create the Bulletin R, A C C Verbally Approve the Bulletin R, A R Send/Post the Bulletin I R, A I

4.12.3 Service Disrupted/Restored Timeline

Action Timeline

Start a Bridge Immediately Join the Bridge Immediately Conduct the Bridge Immediately Create the Bulletin Immediately Verbally Approve the Bulletin Upon receipt Send/Post the Bulletin (If Potential Issue bulletin sent) 30 min

Action Timeline

Send/Post the Bulletin (If no Potential Issue bulletin sent) 15 min

5 Activities The following table describes each of the activities associated with bulletins:

Bulletin Activities and Their Descriptions Activity Description

Start a Bridge Selecting HEAT Incident Bridge Notification in the Information Technology Service Management (ITSM) tool. This sends an e-mail message and a text message to a predefined group of people. This text message contains a link to the appropriate Teams channel so they can join and discuss the issue.

NOTE: Comm bridges are conducted using MS Teams. Each system has its own channel for collaboration.

Join the Bridge Joining the appropriate Teams channel from the text message/e-mail message.

IMPORTANT: Users should enter the bridge on mute.

NOTE: Each Program Office designates representatives to join their relevant Comm bridges to help draft/approve communications to provide the courts with the latest information available.

Conduct a Bridge Facilitating discussion to draft a clear communication to the courts.

Comm Bridge Discussing the issue that triggered the process. To maintain the focus on the bridge purpose, the EOC WTL (or team POC) shares their screen so all participants can see the message being drafted. When providing feedback, other participants use the raise hand feature in Teams to limit cross talk.

NOTE: After the disruption bulletin is sent, the bridge remains open for engineers to collaborate on fixing the issue. Each party working on the issue should designate a POC to coordinate any further updates that may need to be sent.

Send the Potential Issues Bulletin

Going to the appropriate bulletin submission page, clicking Create a new GovDelivery Bulletin Request, selecting the Potential Issues template, selecting the bulletin topics (making sure to select the lowest topics possible – not group topics), replacing the placeholder text with the appropriate bulletin text (making sure to use the Paste as Plain Text option when pasting content in), and then clicking Save.

Create the Bulletin

Drafting the bulletin as appropriate:

• Disruption

Going to the appropriate bulletin submission page, clicking Change the Service Availability for a service, selecting the affected service, clicking Next, selecting the Status (IMPACTED, DOWN, or UP), clicking Next, typing a brief Short Message Service (SMS) message, clicking Next, selecting the appropriate template and bulletin topics (making sure to select the lowest topics possible – not group topics), replacing the placeholder text with the appropriate bulletin text (making sure to use the Paste as Plain Text option when pasting content in), and then clicking Save.

• Non-Disruption Going to the appropriate bulletin submission page, clicking Create a new GovDelivery Bulletin Request, selecting the appropriate template and bulletin topics (making sure to select the lowest topics possible – not group topics), selecting the Create Draft Bulletin check box, replacing the placeholder text with the appropriate bulletin text (making sure to use the Paste as Plain Text option when pasting content in), and then clicking Save.

Review the Bulletin

Going to the e-mail you received from SharePoint, reading over the bulletin text, and then clicking the Approve or Reject link (adding the AOTXml_SD_COMM@aotx.uscourts.gov e-mail address to the CC line and putting revision instructions into the body of the message for rejections).

mailto:AOTXml_SD_COMM@aotx.uscourts.gov

Activity Description

Verbally Approve the Bulletin

Listening to the bulletin on the bridge call/reading the bulletin in the Teams channel, recommending any suggestions, and authorizing the EOC to send the bulletin.

Send/Post the Bulletin

Logging on to the GovDelivery application, checking spelling, verifying the layout and any dates, and then clicking Send.

Create Updates Going to the appropriate bulletin submission page, clicking Create a new GovDelivery Bulletin Request, selecting the appropriate update template and bulletin topics (making sure to select the lowest topics possible – not group topics), selecting the Create Draft Bulletin check box, replacing the placeholder text with the appropriate bulletin text (making sure to use the Paste as Plain Text option when pasting content in), and then clicking Save.

NOTE: The EOC Technical Writers automatically create follow-up bulletins (Complete, Canceled, and Update) for Maintenance and Release notifications.

Review Updates Going to the e-mail you received from SharePoint and reading over the bulletin text, and then clicking the Approve or Reject link (adding the AOTXml_SD_COMM@aotx.uscourts.gov e-mail address to the CC line and putting revision instructions into the body of the message for rejections).

Send/Post Updates

Logging on to the GovDelivery application, checking spelling, verifying the layout and any dates, and then clicking Send.

6 EOC Communications and Coordination Cell MS Teams Channels Each system supported by the EOC has a channel created in the EOC Communication and Coordination Cell (ECCC) MS Teams group to facilitate incident communication and coordination. Each channel will have a single meeting scheduled for the communication bridges. Engineers are encouraged to use the meeting for coordinating the issue after the communication is sent. Participants should use the chat functionality of the MS Teams channel for discussion and follow-up on any issue that already had a communications bridge.

6.1 Posting message to the ECCC channel for a product

When a service is impacted, the resulting troubleshooting bridge should use the ECCC channel for that service. Additionally, communication between team leaders on the status of the issue should be posted to that ECCC channel. This will help to ensure that all parties in the service chain are aware of current status.

6.2 EOC Leadership Channel

Whenever an incident affecting operations requires a Potential Issue or Service Disruption bulletin to be sent, the EOC Communication team will post a message in the private EOC Leadership Channel informing EOC leadership of the issue. As updates become available the EOC Communication team will add updated information to the EOC Leadership channel so that senior and executive leadership can be informed in case the situation needs their attention.

The EOC-Support Services Division (SSD) chief will send SMS/iMessage updates to EOC Office leadership as appropriate to keep them informed.

NOTE: For EOC-Infrastructure Operations Division (IOD) owned issues, SSD leadership will send EOC leadership the initial SMS/iMessage. IOD will deliver subsequent updates directly to mailto:AOTXml_SD_COMM@aotx.uscourts.gov

EOC leadership. IOD will post the same information in the ECCC channel for the affected service.

7 Communication Tool Unavailability Action Responsible Party Timeline

Create the bulletin to inform of Email unavailability. NSD Comm Team Immediately Approve the bulletin. EOC Comm Team Immediately Send the bulletin. EOC Comm Team Immediately Post to JUDSYS about the unavailability and ask users to check the NSD website.

EOC Comm Team Immediately

8 Revision History Version Date Revision

1.0 August 17, 2021 Initial Release