Notifications

If any of your Skillsoft products should go down, we want to ensure you have the latest information and can act accordingly.

When our monitoring system receives an alert, they notify the on-call technician. This sets in motion the following:

1. The technician confirms the reason for the alert.
2. Once the technician confirms the alert, the technician alerts Skillsoft Customer Support on-call personnel.
   1. If ALL sites are down on the Extranet:
   1. The on-call technician immediately notifies the Hosting Manager.
   2. The Hosting Manager will contact Customer Support.
   3. The technician will send an email within 15 minutes of diagnosis to the Professional Services, Sales Technical Support and the Server Down Distribution List. The email will contain the following:
   • When the service went down
   • When it is expected to return to service (if unknown then follow-up email will be sent when service is returned)
   • Cause of issue (if known)
   4.  Once service is restored, an email is to be sent identifying the root cause, how it was resolved, total downtime, and measures, if any, put in place to prevent future occurrence.
   2.   If a server down is affecting specific customers:
      1. The technician will send an email within 15 minutes of diagnosis to Professional Services, Sales, Technical Support and the Server Down Distribution List of customers that are affected. The email will contain the following:
      • When the service went down
      • When it is expected to return to service (if unknown then follow-up email will be sent when service is returned)
      • Cause of issue (if known)
      2. Once service is restored, an email is to be sent identifying the root cause, how it was resolved, total downtime, and measures, if any, put in place to prevent future occurrence.