What Is Considered an IT Emergency?

Managing Property Emergencies: A Guide for Administrators and Building Managers

    In the world of property and building management, emergencies can happen at any time. As an administrator or building manager, you play a critical role in ensuring the safety, security, and functionality of our properties. This guide is tailored to professionals like you, offering essential tips to help you handle emergencies effectively and keep our tenants and properties safe, and comfortable.

Understanding Urgent IT Matters

    It's essential to recognize situations that demand immediate attention. If anybody is in danger of harm, notify 911, your leadership, and IT -- in that order.

Here are some common emergencies and steps we can take to address them:

Server or Network Outage: In case of network or server downtime, inform your IT team promptly to raise awareness and minimize disruption to operations. Sometimes to context may not be fitting to open a ticket and wait. Using a phone, text message, Instant Message, email, or other means is sometimes a little faster. If one of those alternative methods of contact are used, you must still open a ticket after the conversation. Sometimes IT might do this for you, but proper communication and documentation is part of every one of our duties. A vocal conversation does not serve as proper documentation. Also, some systems might not be easily handled by IT, like controlled access or security cameras as they've been installed and maintained by a vendor. IT might suggest we reach out to those providers, instead.

Security Breach or Intrusion: Report any suspicious activities or potential security breaches to your IT department to safeguard sensitive data or access to an area. If something doesn't look right or seems out-of-place, open a ticket and try to attach any concerning photos if possible. In most cases, we'll not just immediately unplug or tamper with what might look suspicious as this can interfere with investigation. Leave things along physically, unless that negligence might lead to damage or harm to equipment or people.

HVAC or Environmental Control Failure: Address HVAC issues swiftly to maintain a comfortable environment for occupants. Some of these systems are ran from servers that we provide, but our vendors will usually install and configure their software on those systems for our buildings. In many cases, IT will need to team up with these vendors to ensure a smooth transition to repair.

Fire or Safety Alarms: Investigate alarms promptly to ensure the safety of your building's occupants. Almost all of these systems are installed and maintained by vendors, so IT's involvement might be very small.

Physical Security Breach: Report unauthorized access or security breaches to your security team for immediate action. Depending on the context, alerting the police (fire, ambulance), your leadership, and IT (in that order) would be a wise course of action.

Power Outages: Prepare for power outages by having backup power sources or generators in place. Granted, this might not always be available to us but for some it is! Use these systems and calibrate with your engineers toward restoration. Most likely, the engineering team and IT will team up as need to implement resolutions.

Emergency Communications: Ensure that communication channels are operational, especially during emergencies. Telephones are a huge source behind this need, but most of these emergency communications systems (like installed in elevators) are also vendor installed and maintained. IT will work with the vendors as needed.

Elevator or Escalator Malfunctions: Address elevator or escalator issues quickly to maintain accessibility and safety. Reach out to your leadership and the elevator vending company to issue concern, and IT can team up with those providers if needed.

Leaks or Plumbing Failures: Report plumbing issues to maintenance for immediate repairs and damage prevention. You and your engineering team will need to identify if any of our sensitive electronics that are under the umbrella of IT are in danger of damage, or have already been damaged, and communicate those situations to leadership and IT.

Beyond the List

    While these emergencies serve as a foundation, real-life situations can vary widely. Here's how you can stay prepared:

Training: Familiarize yourself and your team with emergency response procedures through regular training and drills. Reach out to our trainers for additional materials and details behind this education.

Documentation: Maintain up-to-date documentation of your property's layouts, emergency contacts, and IT systems for quick reference. This way they can be easily provided to vendors, IT, contractors, emergency personnel instantly.

Communication: Establish clear communication channels within your team and with external partners, such as emergency services. While IT uses Email for non-urgent matters, urgent matters can sometimes arrive to you from IT (and from you to IT) by text messages, phone calls, and instant messages. Once those communications are complete, open a ticket to serve as documentation of the event.

Testing and Maintenance: Regularly test and maintain your property's infrastructure, security systems, and emergency equipment. Calibrate with your engineers to set the stage for a good maintenance and testing routine.

    In conclusion, as an administrator or building manager, your role is vital in maintaining a safe and functional environment for your tenants. By staying prepared and responding swiftly to emergencies, you contribute to the overall well-being and happiness of those who call your properties their business or home.

    Remember that your dedication to your work plays a crucial role in ensuring a comfortable, humble, and happy life for all occupants.