Chola Escalation Response

Question 1

When a production issue happens what should we send out to chola?

Answer 1

Send an email stating what is the issue? what is the temporary fix? What is the permanent fix? What is the ETA for the temporary fix? What is the ETA for the permanent fix and who is working on it.

Question 2

When Samba says about something - will this be done by this time what should be the response?

Answer 2

Explain subtly, if it is a task that requires more time then tell him so. For example, Samba (Speaker B) states the plan to have a team work over the weekend to clear a backlog of 493 cases. Srividhya (Speaker A) acknowledges the plan but mentions that a server drill starting at 7:15 PM tonight will shut down all servers, including Gencon and BaNCS, until the next morning. Srividhya emphasizes that addressing 493 cases requires significant effort and traction, whereas clearing 10 cases by Monday would have been manageable.

Question 3

How to deal with collection done policies not issued issue?

Answer 3

1. Compile the List of Affected Cases
   • Gather all cases where collections have been completed but policies have not been issued.
   
   2. Share the Compiled List
      • Distribute the list to the relevant team members for review and action.
   3. Verify Policy Issuance Capability
      • Confirm whether policies can be issued for each case on the list by coordinating with the policy verification team.
   4. Check Data Integrity
      • Ensure that all collection data is accurately recorded and complete in the database.
   5. Ensure System Availability
      • Verify that the database server is operational and accessible to process policy issuances.
   6. Share Necessary Data for Verification
      • Provide the required data promptly to enable immediate verification of the database server’s availability.
   7. Commit to Clearing the Backlog
      • Officially commit to resolving the backlog of pending cases within a specified timeframe (e.g., over the weekend).
   8. Deploy Resources to Address the Backlog
      • Assign a dedicated team to work on issuing policies for the pending cases according to the established plan.
   9. Monitor Progress
      • Continuously track the progress of backlog clearance to ensure all cases are addressed promptly.
   10. Finalize and Confirm Resolution
       • Once all policies are issued, perform a final verification to ensure no discrepancies remain and document the resolution.