Netcore Cloud

Prerequisites for Better Troubleshooting:

• CEE Account Login Credentials
• Domain Name

Initial Verification Steps to be Followed:

1. Confirm Domain Details:
   • Ensure that the correct domain name and related details are correct.

Steps to be Followed:

1. Step 1: Log in to the CEE Account:

   • Log in to the respective CEE Account using the provided credentials.
   • Navigate to Settings -> Email Domains.
   • Screenshot:
     
     
     
     

2. Step 2: Add the Sender Domain:

   • Click on "Add Domain" and enter the sender domain name provided.
   • Screenshot:
     
     
     

3. Step 3: Configure Domain Settings:

   • After adding the domain, follow the on-screen instructions to configure the necessary DNS settings.
   • The necessary DNS settings have to be done by the brand owning the domain.
   • Screenshot:
     
     
     

4. Step 4: Verify Domain:

   • Once the settings are configured, verify the domain to ensure everything is set up correctly.
   • Once the domain is verified, follow the on-screen instructions to configure SSL.
   • Screenshot:
     
     
     

Resolution / Next Steps:

1. [Reason 1]:

   • Inform the client of the resolution.
   • Provide Screenshot

2. [Reason 2]:

   • If not resolved, escalate to Cross-functional teams to investigate further.
   • Provide findings by sharing relevant details like Problem statement, Logs, Screenshots, Reference cases

Escalation Path:

1. Initial Verification:

   • If resolution is not found after following the steps:
     • Contact: Care/CEE Helpdesk
     • Email: care@netcorecloud.com (only for NA/US region), helpdesk@netcorecloud.com

2. 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/SRE
       • Email: Child ticket to the appropriate team
       • Slack Channel (Only for escalation): [Your respective channel with Cross Functions]

Feedback on Playbook:

Please provide your feedback on the playbooks using the following link: Feedback Form