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Emergency Response Plan for Live Assist for 365

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A. Outline and Purpose of the Emergency Response Plan

The purpose of this procedure is to provide a clear process to be used by the Support and Operations Teams to identify and resolve incidents impacting the service effectively, minimise the business impact and reduce the risk of similar incidents occurring. This procedure also includes the communication checkpoints that are necessary for keeping our customers informed and up to date on any service interruptions or outages.  

B. Overview of the steps from the outage until the resolution and report

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C. Actions and communication required

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Step 1

Send out urgent alerts to Management, Development, Support and Marketing teams using the necessary Teams, Slack, Viva Engage and Crisis Go applications. 

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Step 2

Initiate a meeting in the pre-existing Emergency meeting channel, invite and add the necessary members from Management, Development, Support and Marketing teams. 

Immediately assign the following tasks:

  • Development team to post an update to https://status.liveassistfor365.com 
    Depending on the severity of the outage, regularly provide updates for the following stages; Investigating, Identifying the cause, Resolving, Resolved.
    Include the scope, extent and regions affected by the outage.
  • Development team to work on and verify the infrastructure or code that is required to resolve the outage.
  • If the outage is related to our Partners infrastructure, the Support Team is to check the below status websites, create a support ticket with high priority and subscribe to updates. Support and Development team members to join in any meetings held by our Partners so they can regularly provide feedback to our teams and customers.
  • Support team members also need to continually follow up with the Partners until such time that the outage is resolved. Support team must continue to provide responses to our customers tickets that are coming through the Zendesk ticketing system. 
  • The Marketing team's Account Directors to send out communication to our customers notifying them of the outage and directing them to our status website with the option of subscribing to any updates.
  • Management team to reach out to our customers upper management to notify and assure them of our attention to the outage.

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Step 3

Once the outage is completely resolved, the Support Team need to perform the necessary tests in all regions to confirm such resolution has taken place. 
The support team also need to confirm with our customers that the service has resumed on their end. 
The Development Team will then update our https://status.liveassistfor365.com website. The Support team will inform the Management and Marketing teams.

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Step 4

The Development team will draft a report with the Root Cause Analysis, the resolution and the time frames of the outage. The Support Team Manager will review and forward to upper Management for final review before sending to our customers. 

D. Service Level Agreements

The Emergency Response Plan runs in accord with the Service Level Agreements that are stipulated and provided in our support agreement documents for Customers as shown in the table below.

Security incidents (unavailability of service due to DOS/DDOS attack, suspected/actual data compromise) are included in the 1 - Critical severity level.

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If the Outage is as a result of our Partners systems, then we immediately report the issue and raise a ticket with our Partners as a High priority. We then subscribe to the raised issue and continue to monitor the below status websites as well as keep in regular contact with their support teams. 

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https://status.liveassistfor365.com

https://status.azure.com/en-us/status

https://status.liveperson.com

 

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