02 — Capability · BC-1430.50
Outage Communication
Tell affected customers, partners and authorities about service outages promptly and accurately, and keep an evidence trail of what was said and when. The formal duty to report outages to regulators sits with Communications Regulatory Obligations (see BC-1480).
- Outage Notification
- Service Status Communication
- Network Status Updates
In scope
- Proactive outage alerts to affected customers
- Outage status information for agents and online channels
- Outage notices to emergency services and regulators
- Outage records with timelines and affected counts
Out of scope
- Regulatory filings and agency relationships (see BC-140.50)
- Media statements and public relations (see BC-480)
- Service credits on customer bills (see BC-250)
Decomposes into · 4
- BC-1430.50.10Customer Outage AlertsNotify affected subscribers by text, email or app when an outage starts, with an estimated restoration time and updates.
- BC-1430.50.20Outage Status PublishingShow current outages to contact center agents and online channels so customers get the same answer everywhere.
- BC-1430.50.30Authority & Emergency Service NotificationAlert emergency services, public safety bodies and regulators to outages that meet their notice thresholds, on time.
- BC-1430.50.40Outage Event RecordsKeep a complete record of each outage — start, cause, scope, customers affected and restoration — for reporting and review.