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/policies/administrative/uwmf/uwmf-wide/health-link/health-link-procedures/hl-019-pro.policy

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UWHC,UWMF,

Health Link,

Policies,Administrative,UWMF,UWMF-wide,Health Link,Health Link Procedures

Emergent or Canceled Production Downtime Procedure (HL-019-PRO)

Emergent or Canceled Production Downtime Procedure (HL-019-PRO) - Policies, Administrative, UWMF, UWMF-wide, Health Link, Health Link Procedures

HL-019-PRO

PROCEDURE


Effective Date:
01/28/2016
Administrative Manual

X Other: Health Link
Policy #: HL-
019-PRO

X Revision
Total #
Pages: 5
Title: Health Link Emergent or Canceled
PRD Downtime (this procedure is used
by UWHC, UWMF, Unity, and affiliated
organizations)

I. PURPOSE

This procedure describes the Information Services (IS) process for approval and
communication in the event of a Health Link Production (PRD) emergency downtime or
cancelation of a scheduled PRD downtime. This includes any impact on web
applications pointing to PRD, as well as notification on web applications.

II. PROCEDURE

For all downtimes, make sure there is a related Change Management entry in
ServiceNow, including appropriate approvals, as per the IS Change Review and
Management Policy and Procedure (AD-002).

The conference line information for HL downtime communications is as follows:
1. Dial: 1-888-363-4735
2. Enter code: 9059962
3. Enter host: 5168

A. Scenario 1: No Notice Health Link PRD Downtime

1. The IS analyst determines the system is down.
2. The IS analyst pages the IS Director On Call and provides information on the
emergent situation.
3. The IS Director On Call immediately notifies the Help Desk to send a banner
alert to all end users that there is a problem.
4. The IS Director On Call has a maximum of 60 minutes to assess the situation
and gather additional information.
5. If the issue has been resolved, the IS Director On Call emails the IS-Unplanned
Downtime Notification-UWH group and facilitates the activation of a banner
alert on the issue resolution and stops here.
6. If the issue has not been resolved, the IS Director On Call pages the HL
Downtime Emergent group and provides the conference line information. Note:
The HL Downtime Emergent group is a page only group. Only paging should
be used for this communication.
7. The IS Director On Call emails the IS-Unplanned Downtime Notification-UWH
group and facilitates the activation of a banner alert on the status of the issue.
8. IS analysts troubleshoot and continue to resolve the issue.




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B. Scenario 2: Short Notice Health Link PRD Downtime

1. The IS analyst determines there is an emergent situation that may require a
downtime.
2. If the emergent situation is during standard business hours (Monday – Friday, 8
AM to 5 PM), the IS analyst notifies their supervisor/manager and provides
details of the emergent situation.
3. The IS analyst or supervisor/manager pages the IS Director On Call and
provides details of the emergent situation.
4. The IS Director On Call immediately notifies the Help Desk to send a banner
alert to all end users that there is a problem .
5. The IS Director On Call has a maximum of 60 minutes to assess the situation
and gather additional information.
6. The IS Director On Call pages the HL Downtime Emergent group and provides
the conference line information. Note: The HL Downtime Emergent group is a
page only group. Only paging should be used for this communication.
7. The HL Downtime Emergent group determines if an emergency downtime is
needed.
8. If an emergency downtime is not needed:
a. IS sends a communication to affected users, as appropriate. Refer to
section D. Communication Options below for a list of possible
communication options.
b. IS analysts troubleshoot and continue to resolve the issue.

-or-

9. If an emergency downtime is needed, the HL Downtime Emergent group
determines if Health Link will be brought down in the next 24 hours.
10. If Health Link will be brought down in the next 24 hours:
a. The IS Director On Call emails a notification to the IS-Unplanned
Downtime Notification-UWH group.
b. IS sends a communication to affected users, as appropriate. Refer to
section D. Communication Options below for a list of possible
communication options.
c. The system is brought down at the approved date/time.

-or-

11. If Health Link will not be brought down in the next 24 hours, the IS Director On
Call emails the IS-Downtime Planned Approval-UWH group to schedule the
downtime.
12. The IS-Downtime Planned Approval-UWH group determines if the downtime
will occur in the standard Health Link downtime window (2-4 AM on the 3rd
Thursday of the month).
13. If the downtime will occur in the standard Health Link downtime window, follow
the procedure for a regular scheduled downtime. Refer to the IS System
Downtime Policy and Procedure (AD-005) for more information.

-or-



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14. If the downtime will not occur in the standard Health Link downtime window:
a. The IS Director On Call emails the IS-Unplanned Downtime Notification-
UWH group.
b. IS sends a communication to affected users, as appropriate. Refer to
section D. Communication Options below for a list of possible
communication options.
c. The system is brought down at the approved date/time.

Note: It is preferred that scheduled downtimes occur between 2 AM and 4 AM.

C. Scenario 3: PRD Downtime to be Canceled or Rescheduled

A request to cancel a scheduled monthly PRD downtime can be submitted any
time prior to the start time.

Staff at the direction of a Nursing Coordinator On Call, Nursing Administrator On
Call, or Physician In Charge in the Emergency Department (ED) and/or Operating
Room (OR) can submit the request to cancel a scheduled PRD downtime by
calling the Help Desk at (608) 265-7777.

Circumstances which would require the cancelation of a scheduled monthly PRD
downtime include the following:

ξ Any instance concerning patient care (i.e., high patient volume in the ED
at the request of the physician in charge)
ξ External factors such as threatening weather conditions making it difficult
for support staff to arrive to work safely.

To cancel or reschedule a scheduled monthly PRD downtime:

1. The UW Health IS Help Desk receives a request to cancel a scheduled monthly
PRD downtime, due to critical patient care or other concerns.
2. The Help Desk analyst pages the IS Director On Call and provides details of
the cancelation request.
3. The IS Director pages the Nursing Administrator On Call to approve the
downtime cancelation request.
4. If the downtime cancelation request is not approved, continue with the
scheduled downtime procedures and stop here.
5. Once the cancelation is approved, the IS Director On Call immediately notifies
the appropriate IS groups of the cancelation:
a. ADT Team
b. Network Team
c. DBA/Server Team
d. Help Desk (to activate a banner alert for end users)
6. The Help Desk activates a banner alert notifying all staff of the cancelation.
7. The IS Director On Call emails the IS-Downtime Planned Approval-UWH group
to determine the new date and time for the downtime.



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Note: It is preferred that scheduled downtimes occur between 2 AM and 4 AM.

8. IS sends a communication to affected users, as appropriate. Refer to section
D. Communication Options below for a list of possible communication
options.
9. The system is brought down at the approved date and time.

D. Communication Options

There are several options for communicating Health Link PRD downtimes:
ξ Message of the Day (MOTD)
ξ UConnect message
ξ Web application alerts
ξ Banner alerts
ξ IS notification sent directly to end users

Note: A banner alert should always run at least 10 minutes prior to the system
going down.



III. POLICY

This procedure supports the following policy:

Health Link Emergent or Canceled PRD Downtime Policy (HL-019-POL)




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IV. RELATED DOCUMENTS

UWHC Administrative Policy 6.37 Inpatient Health Link Downtime and Recovery

UWHC Administrative Policy 6.45 Ambulatory Health Link Downtime and Recovery

UW Health IS System Downtime Policy (AD-POL-005)

UW Health IS System Downtime Procedure (AD-PRO-005)

Change Review and Management Policy and Procedure (AD-002)

Health Link Downtime Contact List

V. COORDINATION

The details of Coordination of UWHC and UWMF are shown below. Approval and
coordination of this policy by those entities occurs per their individual processes.

UWHC Sr. Management Sponsor: UW Health IS CIO
UWHC Author: Project Management Office
UWHC Reviewers: Project Management Office; IS Director -
Infrastructure
UWHC Approval committee(s): IS Health Link Technical Leaders

UWMF Sr. Management Sponsor: UW Health IS CIO
UWMF Author: Project Management Office
UWMF Reviewers: Project Management Office; IS Director -
Infrastructure
UWMF Approval: IS Health Link Technical Leaders

VI. SIGNED BY

UW Health CIO

VII. REVISION HISTORY

Effective Date Next Review Summary of Changes Change Authors
01/28/2016 01/28/2017
Updates for Short and
No Notice Downtime. S. Schroeder, J. Leonard, S. Balster
10/24/2013 10/24/2014 Initial release.
L. Baker, S. Juedes, S. Schroeder,
J. Leonard