Test - Maurice Gardner Photography

```html

COMM FAILURE – MAJOR INCIDENT NOTIFICATION PROCESS

Follow this workflow when multiple ATMs experience simultaneous communication failures.

IMPORTANT Multiple ATMs down simultaneously may indicate a Major Incident. Act quickly and escalate appropriately.

STEP

IDENTIFY COMM FAILURE PATTERN

All ATMs briefly lose connectivity nightly during maintenance — this is normal.
If a large number of ATMs go into Comm Failure and do not recover within a few minutes, proceed with Major Incident steps.
Some Financial Institutions have small fleets — even 3 ATMs down may qualify as major.
Verify fleet size by checking PAR ID in Service Instructions.

STEP

INITIAL RESPONSE (FIRST 5–20 MINUTES)

Contact the Fiserv NOC to confirm no switch-side issues.
Monitor for recovery for 5–20 minutes.
If ATMs do NOT recover:
- Notify Helpdesk Supervisor: Maurice Gardner – 469-956-3824
- If unreachable, contact Team Lead: Charisma Thomas – 817-986-8845

Maintenance Window Reminder:
Wednesday Midnight–4:00 AM is typical system maintenance.
2:00–4:00 AM is FI patching window.
If ATMs fail to recover after this window — escalate.

STEP

BANK-SPECIFIC MAJOR INCIDENT PROCEDURES

HUNTINGTON BANK
• If 40+ ATMs in Comm Failure → Call (877) 661-7999
• Ask if patching/updates caused outage
• Notify Fiserv NE ATM Monitoring Supervisor / Team Lead

CITIZENS BANK
• Follow Smart Guide Solution ID 20042214134769
• Applies when 50+ terminals are down

PNC BANK
• Call PNC Network Team: 1-800-765-3193
• Email: SRCNetworkOperations@pnc.com
• Phone is preferred for large outages
• Notify Fiserv NE ATM Monitoring Supervisor / Team Lead

STEP

DOCUMENTATION + ESCALATION

Document outage scope and contacts made.
Record FI responses and NOC findings.
Notify leadership immediately for widespread impact.
Continue monitoring until recovery confirmed.

Ownership:
ATM Help Desk Supervisor – Maurice D. Gardner
Desk: 469-956-3824

```