Change Management - Service Outage Notifications (SON)

The standard IoT Change Management (SON) process will be followed. 

SON also applies to Major Incidents and Emergency Changes. 

Mezzanine shall communicate every scheduled change, where there is a service outage, to Vodafone and the OpCo by email. The email will describe: 

• operation type and impacted components;
• commercial impact (description of i.e. Customer facing errors);
• business justification (reason for Change);
• planned start and end time in mm:hh CET i.e. the ‘change window’; and
• the service outage period during the change window
• confirmation of tests performed prior to the change and validation checks that are planned after change
• confirmation that roll-back plans exist, how these will be initiated and the impact on services 

Mezzanine will provide as much notice as possible regarding Service Outages, the minimum times are shown in the table below: 

Mezzanine shall send the SON to the following contacts: 

OpCo can escalate using the following email address: 

Vodafone should notify Mezzanine of any Service Outages e.g. affecting the supplier interface through Solutions Hub, as follows: