Current M.E Communication between teams.

Owned by Tebogo Lekoane
Apr 22, 2024
1 min read

Current M.E (Major Event) Communication between teams  

CX Team: 

  • Quickly assess the nature and severity of the incident to determine if it meets the criteria for a major incident. 

  • If it's indeed a major incident, escalate it immediately to the engineering teams. 

  • Provide regular updates on the incident's status, progress, and expected resolution time. 

  • Reach out to affected users to confirm that their issues have been resolved and gather feedback on their experience during the incident. 

 

The Ops Team: 

  • Gather all available information related to the incident, including error messages, logs, and user reports. 

  • Collaborate with technical experts (MI) to investigate the root cause of the incident. 

  • Provide regular updates on the incident's status, progress, and expected resolution time to the CX team. 

  • Implement temporary workarounds or fixes to restore essential services and minimize the impact on users. 

  • Ensure that any temporary solutions are documented and communicated effectively to relevant parties. 

Sales Team: 

  • N/A 

Ali: 

  • She sends communication to all top 10 clients on a ten-minute interval. 

  • She also Q.A the comms before being sent to clients.