Atlas project production

WAN Connectivity Incident Tracking and Communications

Provides a continuity workflow for WAN and upstream connectivity incidents through early vendor ticketing, coordinated district updates, and incident timeline tracking.

Internal-only entry. Do not publish externally without review.

Type: System
Lifecycle: Active
Last touched: 2026-03-26
Visibility: Internal

Purpose

Preserve district continuity during WAN or upstream provider disruptions through disciplined escalation and communication workflows.

Current state

Registry evidence supports this as an active incident-driven workflow. Current practice emphasizes opening vendor tickets early when anomalies appear and maintaining a coherent incident narrative across investigation and recovery.

Next step

Publish the standard incident template, escalation ladder, and artifact-retention expectations for outage timelines and communications.

Interfaces

Inputs

vendor outage reports
district monitoring observations
field support reports

Outputs

incident updates
stakeholder communications
resolution timelines

Reality to Action trace

Reality Ingestion

Not in scope.

Canonical Storage

Not in scope.

Automation Engines

Not in scope.

Human Interfaces

Not in scope.

Operational Adoption

Contributes in this stage.

Core workflow

TBD. Document the 5-10 steps that define the core workflow.

Data integrity and contracts

Source of truth rules

Active vendor tickets and district incident notes are authoritative for outage status and timeline context.
Communication updates should reflect current incident state and confidence level from active troubleshooting.

Safe handling

Restrict incident artifacts to approved internal operators and leadership audiences.
Preserve timeline integrity to support post-incident review and continuity improvement.

Operational notes

Reliability posture

Continuity-critical operational workflow; effectiveness depends on early escalation discipline and consistent incident narrative maintenance.

Observability

vendor ticket timelines
district incident notes
stakeholder communication records

Security and privacy

Low direct privacy sensitivity, but operational incident records and escalation details are internal.

Dependencies

Upstream

vendor responsiveness
district network visibility
incident-operator availability

Downstream

site continuity planning
leadership status updates
post-incident review

Ownership

Owners

Technology Services

Users

Technology Services, district leadership, site operators

WAN Connectivity Incident Tracking and Communications

Operational Notes

This is an incident-driven workflow, not a scheduled sync job.
Operational pattern: open vendor tickets early when anomalies are detected, then maintain timeline continuity as evidence changes.
Registry context notes that historical troubleshooting has included physical-layer and optics/interface causes, reinforcing the need for disciplined escalation and communication records.

Registry Alignment

Registry context: former INT-034 is no longer counted as a standalone integration in the BOUSD registry.
Registry clarified: Atlas keeps this as a real service-management workflow with district continuity impact rather than as an integration record.
Validation gaps: formal incident template, escalation ladder, and centralized artifact-retention model remain to be documented.