Department of Public Service

Telecommunications Outage Reporting - Major Outage Defined

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Staff Responsibilities

What is a Major Service Outage?

A major service outage is defined as any of the following conditions associated with wired and wireless, Internet Protocol-enabled (IP-enabled) or traditional circuit-switched, voice, data, broadband, or cable services provided by telecommunications service providers. It also includes both physical and cyber incidents that affect the provider's network, facilities, services, or operations:

1. A service problem or newsworthy event caused by, for example, a major storm, flood, fire, job action, sabotage, civil unrest, death, a cyber or physical security breach at a service provider's building(s), or other event;

2. A service problem affecting public access to 911, operator services, Telephone Relay Service, police, fire departments, or emergency medical services;

3. A service problem that disrupts the delivery of Emergency Alert System (EAS) provided emergency information to the public;

4. A major network node and/or telecommunications traffic concentration point (e.g., head-end, central office, toll office, packet switch, router) failure lasting more than five minutes;

5. Extensive network congestion or call blockage;

6. Any failure (e.g., outside plant cable damage) affecting 1,000 or more subscribers;

7. A service problem affecting a public transportation terminal, hospital, national defense installation, large residential and commercial building or complex, or other major customer, such as a utility or other Telecom service provider.

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