Describe your support process and how you would handle a critical incident where a customer is blocked from performing their job.

Question

Accepted Answer

Effectively managing critical incidents to minimize customer impact and restore service promptly.

Acknowledge the incident immediately and communicate with the customer to understand the issue.
Gather relevant information from the customer, such as error messages and steps to reproduce the problem.
Prioritize the incident based on its impact on the customer's operations and escalate if necessary.
Coordinate with technical teams to diagnose the issue and implement a fix as quickly as possible.
Provide regular updates to the customer on the status of the incident and expected resolution time.
Once resolved, conduct a post-incident review to identify root causes and prevent future occurrences.