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Vulog Outage Procedures

When a member of the HOURCAR team reports a major Vulog issue or outage

graph
    A[Vulog Outage Reported] --> B[Validate report & document results];
    B --> C[Check for acknowledgement from Vulog];
    C --> |If none| D[Create Jira ticket];
    D --> E[Is this a high priority emergency?];
    E --> |Yes| F[Call Vulog emergency line];
    E --> |No| H;
    C --> |Incident notice received| H[Notify Internal Stakeholders];
    H --> I[Notify Vulog Project team via email];
    F --> I

Once resolution notice from Vulog is received

  • Confirm system is functioning normally
  • Notify internal stakeholders ASAP

Internal Stakeholders

Dept Role
IT primary interactions with Vulog & handling of major crises
Fleet if vehicles or back office are impacted
Member Services for user impacts and managing expectations re: member calls
Marketing & Communications will need to prepare and send member communications depending on ETA for fix.

Vulog emergency support hotline

🇫🇷 France: +33 483 56 00 85

To call internationally, you may need to dial 011 at the start of the number.