You may wonder yourself what your ISP is doing or what his carrier is doing after a major outage. Let's use a real life example from Tuesday, April 14 2009. There was a fiber cut near Frankfurt, Germany.
First step:
You have to admit that a problem exists
Second step:
Inform your customer and identify the location of the problem. In our example it looks like:
The fiber break has been identified near motorway crossing BAB 5/67, 26.6 km from Lorsch in direction towards Frankfurt. The break is in a motorway crossing. Engineers are at the site for resolution.
Third step:
Give your customer more information.
The damage to the fibers has been caused due to drilling works at the site.Digging works will be started in 30 minutes. No ETR as yet.
Add some abbreviations in common use like ETR which means "Estimated Time of Repair". Looks more geeky
All other steps are simliar to the third step. Start fixing it and update your customer as much as possible.
Update 4
The digging works are still in progress to find the duct route. As this is a laborious task it takes some time. We will keep you updated and give an ETR as soon as possible.
Update 5
The digging works are still in progress. The duct route for the north side of the cable cut has been found.
Update 6
Our providers are still working on the issue. The splicing works will commence in another 2 hours. The approximate ETR to fix all live services is around 10:00 GMT. We will update you once the splicing works are started.
Important: Add GMT or Timezone information. Not every customer lives in the same timezone as you.
Update 7
Splicing works are still in progress. One of our sections from Frankfurt to Strasbourg is up restoring a lot of traffic. A lot of traffic yet remains impacted and we are working towards a speedy resolution .As of now due to the huge task ahead the ETR remains unchanged – 10 GMT
Update 8
A majority of the services have been restored as works are in progress. We are still waiting for the complete resolution and ETR remains unchanged.
We will keep you updated on the issue.
Update 9
Majority of services have now been restored. Splicing repairs still ongoing. Full restoration of services expected in an hour.
Update 10
Full restoration of services completed
Thats how it should be done and thats who interoute.com has handled it last night. Well done. It may look obvious but it's not the common way most ISP/Carrier keep their customer informed.