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TOOL OR SITE DISPLAY ERROR

a. If you get an error in the Tool that looks like jumbled up words where the heading could be TCL, SQL, you know it's a Tool
error.
b. If the tool suddenly gets slow, do not assume that it's a tool problem. Please check http://www.foxnews.com and a couple
of other outside sites. If those sites' speeds are slow, then consider it a network problem. Contact IT (x. 1HELP). If the speed
is fine to those sites, then you can mark it as a Tool error.

ESCALATION PROCEDURE

WORK HOURS: 9:30AM - 5:30PM

NOT AN EMERGENCY

1 Log bug into JIRA (Department Workspace)


URL: http://varia.tpa.foxnews.com:8081/

EMERGENCY

2 Contact: Adam Allemand


work: x4551

3 If Adam Allemand is not available, then Eric Hulsizer


work: x4561

4 If Eric Hulsizer is not available, then John Fiedler


work: x4543

5 If John Fiedler is not available, then Sylvia Borowski


work: x4521

OFF HOURS
EMERGENCY

1 Contact: Adam Allemand


cell: 718.213.0147

2 If Adam Allemand is not available, then Eric Hulsizer


cell: 347.449.0086

3 If Eric Hulsizer is not available, then John Fiedler


cell: 646.256.5834

4 If John Fiedler is not available, then Sylvia Borowski


cell: 917.528.0106

5 Log bug into JIRA (Department Workspace)


URL: http://varia.tpa.foxnews.com:8081/

* EMERGENCY: Problem is not allowing you to continue your work.


MY CHANGES AREN’T GOING LIVE
Is this a syncing issue? Follow each of the steps below to determine where the sync is failing.
1. Go to: http://10.2.100.20:81/index.html
* if the published content is there, then go to step 2
* if the published content is not there, then republish the content; if the content still does not change after you republish, then
follow contact steps

2. Go to: http://origin.foxnews.com/index.html (5-10 mins after you publish the content in the Tool)
* if the published content is there, then go to step 3
* if the published content is not there, then follow contact steps

3. Go to: http://www.foxnews.com/index.html
* if it shows the published content, then you're done
* if the published content is not there, wait 2 minutes and check again; if the content does not change after 2 mins, then follow
contact steps
ESCALATION PROCEDURE
WORK HOURS: 9:30AM - 5:30PM
NOT AN EMERGENCY

1 Log bug into JIRA (Department Workspace)


URL: http://varia.tpa.foxnews.com:8081/

EMERGENCY

2 Contact: Adam Allemand


work: x4551

3 If Adam Allemand is not available, then Ryan Jairam


work: x4622

4 If Ryan Jairam is not available, then Sylvia Borowski


work: x4521

OFF HOURS
EMERGENCY

1 Contact: Adam Allemand


cell: 718.213.0147

2 If Adam Allemand is not available, then Ryan Jairam


cell: 347.330.8369

3 If Ryan Jairam is not available, then Sylvia Borowski


cell: 917.528.0106

4 Log bug into JIRA (Department Workspace)


URL: http://varia.tpa.foxnews.com:8081/

* EMERGENCY: You have followed all of the steps to diagnose the problem, and you have determined
it's a syncing issue.
NO FOXNEWS.COM
If http://www.foxnews.com is not coming up at all, but other Web sites are fine and the tool is fine, then it is a problem with our
host. Also, try to see if people on the outside can access the site(s).

ESCALATION PROCEDURE
WORK HOURS: 9:30AM - 5:30PM

EMERGENCY

1 Contact: Ryan Jairam


work: x4622

2 If Ryan Jairam is not available, then Adam Allemand


work: x4551

3 If Adam Allemand is not available, then Sylvia Borowski


work: x4521

4 Log bug into JIRA (Department Workspace)


URL: http://varia.tpa.foxnews.com:8081/

OFF HOURS
EMERGENCY

1 Contact: Ryan Jairam


cell: 347.330.8369

2 If Ry an Jairam is not available, then Ada m Alle m a nd


c ell: 718.213.0147

3 If Adam Allemand is not available, then Sylvia Borowski


cell: 917.528.0106

4 Log bug into JIRA (Department W orkspace)


URL: http://varia.tpa.foxnews.com:8081/

* EMERGENCY: You have followed all of the steps to diagnose the problem, and you have determined
it's an issue only with foxnews.com.
BREAKING NEWS ALERTS
1. If you have not received an FNC Alert e-mail in your foxnews.com account for more than 20 minutes, check here:
URL: http://www.gmail.com
username: fncalert
password: foxnews.com
2. If the e-mail has not arrived there, then contact the appropriate person and tell him/her the status of the e-mails in both your
foxnews.com account and the outside account, and exactly what time the alert was sent out.
ESCALATION PROCEDURE
WORK HOURS: 9:30AM - 5:30PM

NOT AN EMERGENCY

1 Log bug into JIRA (Department Workspace)


URL: http://varia.tpa.foxnews.com:8081/

EMERGENCY

2 Contact: Adam Allemand


work: x4551

3 If Adam Allemand is not available, then Ryan Jairam


work: x4622

4 If Ryan Jairam is not available, then Sylvia Borowski


work: x4521

OFF HOURS
EMERGENCY

1 Contact: Adam Allemand


Cell: 718.213.0147

2 If Adam Allemand is not available, then Ryan Jairam


cell: 347.330.8369

3 If Ryan Jairam is not available, then Sylvia Borowski


cell: 917.528.0106

4 Log bug into JIRA (Department Workspace)


URL: http://varia.tpa.foxnews.com:8081/

* EMERGENCY: You have followed all of the steps to diagnose the problem, and you have determined
there is a delay.