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Vulog Outage Procedures

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

graph TD
    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 and 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.