What protocols would you follow to restore service quickly while keeping the customer informed?

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Anonymous · Accepted Answer

First and foremost I will ask customer in which region infrastructure is down .
Then I will check internally about the regional or AZ level impact going on
which affecting multiple customer and if it does I will immediately inform them
that this is a regional impact and our engineers are working on it . And I will
make sure that they DR infrastructure in other region is working fine . If it is
more related to single customer I will immediately check the KPIs like CPU and
memory and network bandwidths to see if they reach any non tolerant values and
will act accordingly. And I will also make sure that customer infrastructure is
up and running and will also discuss about what could have been done better to
keep the infrastructure up and running .

What protocols would you follow to restore service quickly while keeping the customer informed?

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