Planned maintenance enquiries
Use this when a customer asks whether an interruption or slowdown is caused by planned network work.
Steps
- Verify the customer and identify the affected service and site.
- Search ServiceNow change records for a current or recently completed change that includes the service or its upstream element.
- Give the approved maintenance details: change number, planned window (start and end, in local time), the services in scope and the expected impact.
- Compare the reported impact with the expected impact for that change.
Deciding if the impact is expected
- Expected: the reported symptom matches the change description and the event is inside the approved window. Explain it and confirm the window end time. No ticket is needed.
- Not expected: the impact is outside the window, the change is marked complete, or the symptom is not described in the change (for example a full outage where only a short blip was planned). Create or update a ServiceNow record and escalate to the NOC.
Never
- Never share internal technical change details, only the approved customer-facing summary.
- Never say the work will end earlier than the approved window.