OFF-HOUR COVERAGE PROCEDURES
"Off-hours" are nights after 6:00pm and during weekends.
If you believe that there is technical problem with your site, first try reloading the page. Also, check that the problem occurs on the cp.pathfinder.com:8080 server (the Staging Server). This is an important step to make sure that the problem is not your connection, your computer or a strange burp in the network.
If the problem persists and it is ABSOLUTELY CRUCIAL to the business of TINM that it gets fixed ASAP, call 522-7742 and report the problem. X7742 rolls over to the Enterprise Operations Center that serves all of Time Inc. during off-hours, so make sure you explain that you work for New Media and report the site that is experiencing problems.
Also, be sure to tell them your name and the site you work for.
Be prepared to give exact URL(s) that is yielding the error condition you are reporting. Capturing the exact error message is vital100% of the time, as you will be asked to repeat it verbatim and/or mail it in. This will get us 50% of the way to rectifying the problem.If it is an emergency , the Operations Center will contact (page) the appropriate people to resolve the issue.
PLEASE NOTE: RESOLUTIONS TO YOUR REPORTED PROBLEM WILL NOT HAPPEN AT THE TIME YOUR ARE PLACING THE CALL.
If it not deemed a dire emergency, the Operations Center will notify the appropriate people via e-mail to resolve the problem the following business day.