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a. If you get an error in the Tool that looks like jumbled up words where the heading could be TCL, SQL, you know it's a Tool
error.
b. If the tool suddenly gets slow, do not assume that it's a tool problem. Please check http://www.foxnews.com and a couple
of other outside sites. If those sites' speeds are slow, then consider it a network problem. Contact IT (x. 1HELP). If the speed
is fine to those sites, then you can mark it as a Tool error.
ESCALATION PROCEDURE
NOT AN EMERGENCY
EMERGENCY
OFF HOURS
EMERGENCY
2. Go to: http://origin.foxnews.com/index.html (5-10 mins after you publish the content in the Tool)
* if the published content is there, then go to step 3
* if the published content is not there, then follow contact steps
3. Go to: http://www.foxnews.com/index.html
* if it shows the published content, then you're done
* if the published content is not there, wait 2 minutes and check again; if the content does not change after 2 mins, then follow
contact steps
ESCALATION PROCEDURE
WORK HOURS: 9:30AM - 5:30PM
NOT AN EMERGENCY
EMERGENCY
OFF HOURS
EMERGENCY
* EMERGENCY: You have followed all of the steps to diagnose the problem, and you have determined
it's a syncing issue.
NO FOXNEWS.COM
If http://www.foxnews.com is not coming up at all, but other Web sites are fine and the tool is fine, then it is a problem with our
host. Also, try to see if people on the outside can access the site(s).
ESCALATION PROCEDURE
WORK HOURS: 9:30AM - 5:30PM
EMERGENCY
OFF HOURS
EMERGENCY
* EMERGENCY: You have followed all of the steps to diagnose the problem, and you have determined
it's an issue only with foxnews.com.
BREAKING NEWS ALERTS
1. If you have not received an FNC Alert e-mail in your foxnews.com account for more than 20 minutes, check here:
URL: http://www.gmail.com
username: fncalert
password: foxnews.com
2. If the e-mail has not arrived there, then contact the appropriate person and tell him/her the status of the e-mails in both your
foxnews.com account and the outside account, and exactly what time the alert was sent out.
ESCALATION PROCEDURE
WORK HOURS: 9:30AM - 5:30PM
NOT AN EMERGENCY
EMERGENCY
OFF HOURS
EMERGENCY
* EMERGENCY: You have followed all of the steps to diagnose the problem, and you have determined
there is a delay.