The IT system failure procedure

This procedure describes AU’s communication emergency response in case of IT system failure, IT attacks, and major IT service and system interruptions.

If the IT system failure occurs outside the hours between 8:00 and 18:00 on a weekday, the head of AU IT and the head of Communication and Press must be contacted first.

Procedure (all types of system failure)

1. AU IT informs internally in AU IT/system owners

  • Information about the IT system failure is uploaded to  https://serviceinfo.au.dk/en (should be as user-friendly as possible).
  • Internal briefing of AU IT staff.
  • Briefing of the administrative centres’ IT support teams.
  • Briefing of the affected system owners (incl. owners of other systems which may also be affected as a consequence of the primary system failure).

Procedure in case of major system failure

1. AU IT informs internally in AU IT/system owners

  • Information about the IT system failure is uploaded to  https://serviceinfo.au.dk/en (should be as user-friendly as possible).
  • Internal briefing of AU IT staff.
  • Briefing of the administrative centres’ IT support teams.
  • Briefing of the affected system owners (incl. owners of other systems which may also be affected as a consequence of the primary system failure).


2. AU IT and Communication and Press plan communication

  • AU IT and Communication and Press each appoint a contact person/coordinator for communication during the situation.
  • AU IT and Communication and Press agree which message to communicate and which channels to use.

Special focus areas in connection with communication:

  • Which IT services are not working?
  • Which IT services are working?
  • Expected downtime?
  • When will more information be available?
  • Are any alternatives available to users?
  • Will IT staff be available to answer questions posted on social media?  

3. The university director is informed.

  • The university director decides whether or not to initiate AU’s overall emergency response.
    (Person responsible: To be agreed between the coordinators)

4. Communication and Press provides internal information  


5. Communication and Press provides external information, if necessary


6. AU IT informs management 

  • AU IT sends information about the status of the situation to the senior management team and LEA. This should usually be done when the IT system failure situation is over, and should include an assessment of the situation and whether or not it could happen again. 

Contacts at AU IT

Contacts at Communication and Press

Jakob Rom Johansen

Communications Officer

Sys Christina Vestergaard

Head of Press and Communications