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  • Escalation Procedures FN031808

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    foxnewsdotcom
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    If the tool suddenly gets slow, do not assume that it's a tool problem. Please check and a couple of other outside sites. If those sites' speeds are slow, 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.

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    EscalationProceduresFN031808

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    If the tool suddenly gets slow, do not assume that it's a tool problem. Please check and a couple of other outside sites. If those sites' speeds are slow, 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.

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    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
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    89 views4 pages

    Escalation Procedures FN031808

    Uploaded by

    foxnewsdotcom
    If the tool suddenly gets slow, do not assume that it's a tool problem. Please check and a couple of other outside sites. If those sites' speeds are slow, 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.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 4

    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.

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