A customer's critical system is down. How do you coordinate between their team and internal engineers to resolve it?

Question

Anonymous · Accepted Answer

Two meetings ,

One with the customer with my best tech resource on the call and along side the
Major incident Manager
Another meeting internally where there are relevant tech people in the call who
can think m analyse the logs and come up with there answers..
Asking the customer to involve the network and infra people from his side and
knowing wether any changes were done which could have had this impact , checking
on the storage part , checking on restartint ghe services and system , share
recommendation of the sql queries if its more specific to DB , checking if there
are any settings in service which might have caused this issue
Periodic updates on the incident at what stage we are in with the senior
leadership at customer and internal side as well
Whitoebaording the points and timelines for RCA analysis
Based on the points and progress trying to give workaround so that customer can
keep working and we work behind the scenes for permanent fix.
If the permanent fix has to take time , conveying the customer on the tentative
ETA it should take and working accordingly with the product and engineering team
internally.

A customer's critical system is down. How do you coordinate between their team and internal engineers to resolve it?

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