What to Do in the Event of an SGN (Todyl) Outage

What to Do in the Event of an SGN (Todyl) Outage

This article contains important procedures in the event Todyl has an outage. 

1. Technician: First, confirm whether this is an outage with Todyl or with us or a specific customer.

  1. Use the Todyl status monitor: 



  1. You can also log into the Todyl.com portal. Check for a big red banner at the top that may give an idea of what the problem is.


If this is not a Todyl outage but is a problem with a setup or server, ask Matthew to take a look or contact Todyl support for help:
Open a ticket at https://support.todyl.com/hc/en-us/requests/new  and choose "something else."



If this is really an outage on the Todyl side, office admin must do the following: 

1. Office Admin: Add general bulletin to Mission Control Lift-Off. See section called "Lift Off: Bulletins" in Communicating with the MC Help Desk Team. Contents: 

TODYL OUTAGE [DAY & DATE go here]

If any customer contacts you about Todyl or VPN issues, if they are related to Todyl: 

Todyl is having an outage. Please let customer know we are working on the issue and escalate ticket to us. 

2. Office Admin: Send alert to effected customers in Mailerlite. For recipients, use the SEGMENT called "Todyl users."
Make sure no other users, groups or segments are selected. For the email template, go to Campaigns>Sent and copy the campaign called "Todyl Service Outage." 


Check for updates here
Status monitor: 


What to do if you are locked out of services


If Todyl is down and you cannot access critical resources such as IT Glue or Autotask due to being locked out of Azure / Single Sign-On, send Mathew your public IP address. He will temporarily add it to Azure so you regain access.

 



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