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Office of Management & Finance

Bureau of Technology Services

Front Desk: 503-823-5198

BTS HelpDesk: 503-823-5199

1120 SW 5th Avenue, Suite 450, Portland, OR 97204

Emergency Outage Communication

In the event of an unforeseen technology outage, the Bureau of Technology Services will implement an Emergency Communication Procedure.  This methodology has been created to ensure excellent communications, both internally and externally to our customers during an outage event.

Emergency Outage Communication and Escalation Procedures

The purpose of this document is to provide communication procedures for the handling of Emergency or High priority service outages in BTS by the BTS Help Desk. Updated 06-15-12

Emergency Outage Communication Workflow

Updated and Adopted by BTS Bureau Leadership 10-19-10

Help Desk Priority Matrix

This table is used to establish the priority given to incoming incidents and Service Requests to the BTS Help Desk. Priority is determined based upon business impact and the urgency of the situation. Updated 06-22-12