We believe that clear, transparent communication is vital to a system being reliable.
Regardless of whether a computerized system is hosted locally on a server in your office or accessed on the ‘cloud’, the complexity of computer code and communication avenues dictate that computational errors can occur and are likely to occur from time to time.
As EMDECS is a cloud based service, part of that service, while ensuring that ‘up time’ be as close to 100% as possible, is communicating vital information to service subscribers if the system is experiencing any kind of interruption. Beyond indicating that there might actually be a partial or system-wide interruption, we believe that the most effective communications during a service interruption should include:
- Current 3C step (either Condition, Cause or Correction) being followed
- Approximate amount of time until the next message
The 3Cs are logical steps followed by most shops that perform any type of maintenance . . .
Condition: assess what is currently not operating properly
Cause: determine why a component has failed
Correction: apply sensible corrective action based on the assessed condition and cause
One of the benefits of accessing a service across the cloud is that these systems are monitored and maintained 24/7 by layers of IT teams – responsible for managing the application itself (EMDECS in this case), your company data (using daily and weekly backups & data storage protocols) and the physical equipment used to run it all (servers and subsequent systems such as power, cooling, security, etc.). The results are that cloud systems can generally remain ‘up’ and available more often than local systems. Issues can often be dealt with and down-time averted before customers are even aware that there might be a problem and if there is a problem severe enough to interrupt the service, systems can be restored much more quickly and efficiently due to the amount of attention, resources and constant system analysis.
If there is an EMDECS service interruption, a communications team will collect and update 3C information from the technical teams and relay the information in clear and understandable messages to those relying on the system. To make these messages themselves reliable, each message contains a promise of an update in approximately 30 minutes. This amount of time was selected as it allows IT technicians a reasonable amount of time to make progress while keeping those waiting for the system informed. If a major change occurs within that 30 minute time frame, such as the system being fully restored, a message will be communicated before the 30 minutes pass.
It is imperative that corporations using EMDECS keep us up to date with all email addresses that could benefit from receiving system interruption update messages.