Prerequisites for Better Troubleshooting:

  • Account Manager Approval
  • CEE Account Name

Initial Verification Steps to be Followed:

  1. Confirm Account Manager Approval:

    • Ensure that approval from the account manager has been obtained before proceeding with any changes. 

  2. Verify CEE Account Name:

    • Double-check the CEE account name provided by the client to ensure accuracy.

Troubleshooting Steps to be Followed by CAT:

  1. Step 1: Log in to the Super Login (MMAIL) Portal:

    • Access the MMAIL portal using the following link: MMAIL Portal 

  2. Step 2: Manage Customer Search:

    • Click on "Manage Customer" and enter the instance in the "Search by Instance" field, then press enter.
    • Screenshot:

       

  3. Step 3: Edit Validity Date:

    • Click on the pencil symbol next to "Details." The page may take some time to load.
    • Enter the new end date as suggested by the account manager in the "Validity Till" field.
    • Screenshot:

       

  4. Step 4: Verify Updated Validity Date:

    • After making the change, search for the CEE account name again to verify that the new validity date is reflected in the "Validity Till" option.
    • Screenshot:

       

Resolution / Next Steps:

  1. [Reason 1]:

    • Inform the client of the findings.

Escalation Path:

  1. Further Investigation by Helpdesk:

    • If the issue is not resolved after initial & further investigation:

      • CAT Escalation:

        • Escalate to: SME
        • Contact: SME1 / SME2
        • Email: Ticket with internal note and investigation
        • Slack Channel: [Your respective channel within Support]

      • Cross-functional Escalation:

        • Escalate to: Cross-functional Teams
        • Contact: DE/Integration/PS/SRE
        • Email: Child ticket to the appropriate team
        • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Reference Ticket IDs:

Feedback on Playbook:

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