Administrative Departmental Procedure
This department-specific procedure applies to the operations and staff of the Information Services
Department of the University of Wisconsin Hospitals and Clinics Authority as integrated effective July 1,
Procedure Title: Care Link and PlanLink Downtime
Procedure Number: HL-020-PRO
Effective Date: 8/12/2016
This procedure describes the notification process when the Care Link and/or PlanLink web
servers are unavailable during a scheduled maintenance or an unplanned server downtime.
II. DEFINITIONS (optional)
III. POLICY ELEMENTS
This procedure supports the following policy:
Care Link and PlanLink Downtime Policy (HL-POL-020)
A. Scheduled Downtime
Refer to the UW Health IS System Downtime Policy and Procedure for more information about
B. Unplanned Downtime
In the event of an unplanned downtime of the Health Link or Care Link/PlanLink servers:
1. Submit an emergency Service Now ticket to notify stakeholders of the unplanned
downtime. Refer to the Health Link Change Management Policy and Procedure (HL-004)
for more information.
2. The Care Link business systems analyst notifies the Health Information Exchange
operations supervisor, coordinators, and assistant director of HIM, Unity PlanLink
representative, and other UW Health individuals involved with Care Link sites.
3. The Health Information Exchange operations supervisor and the Care Link business
systems analyst determine if Site Coordinators communication is needed. If
communication is needed, the Health Information Exchange operations coordinators will
email notification. If the downtime occurs outside of business hours, the Care Link
business systems analyst will immediately post a system downtime message. This
message includes contact information for release of information needs during the
• UW Health System Maintenance Downtime
Scheduled System Maintenance Downtime
Third Thursday of each month
Outages may occur between 2:00am and 4:30am.
If medical records are needed during this downtime place call
(608) 263-6030, Opt. 3 for urgent requests.
If this is not a scheduled downtime, please call the UW Health Help Desk at (608) 265-7777.
4. The Care Link business systems analyst and/or the Care Link/PlanLink Web Server DBA
will replace the Care Link and PlanLink homepage with an interim web page describing
the issue and estimated downtime for the application.
• Update the default .htm file in Epic/Outage on the web servers.
• Update the Epic .ini file to point to the Epic\outage\default.htm
V. FORMS (optional)
VI. REFERENCES (optional)
Health Link Change Management Policy (HL-POL-004) and Procedure (HL-PRO-004)
UW Health IS System Downtime Policy (AD-POL-005)
UW Health IS System Downtime Procedure (AD-PRO-005)
Health Link Emergency or Canceled PRD Downtime (HL-019-POL)
Health Link Emergency or Canceled PRD Downtime (HL-019-PRO)
UW Health IS Change Review and Management Policy (AD-POL-002)
UW Health IS Change Review and Management Procedure (AD-PRO-002)
Sr. Management Sponsor: UW Health IS CIO
Author: Project Management Office
Reviewer(s): Project Management Office, IS Director – Infrastructure
Approval Committee: IS Health Link Technical Leaders
UW Health CIO
Effective Date Next Review Summary of Changes Change Authors
8/12/2016 8/12/2017 Annual review/revision. R. Fenstermann
10/31/2014 10/31/2015 Initial release. R. Fenstermann, J. Leonard