Prerequisites for Better Troubleshooting:
- CEE Account Login Credentials
- Domain Name
Initial Verification Steps to be Followed:
- Confirm Domain Details:
- Ensure that the correct domain name and related details are correct.
Steps to be Followed:
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:
Step 2: Add the Sender Domain:
- Click on "Add Domain" and enter the sender domain name provided.
- Screenshot:
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:
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:
[Reason 1]:
- Inform the client of the resolution.
- Provide Screenshot
[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:
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
- If resolution is not found after following the steps:
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]
- If the issue is not resolved after initial & further investigation:
Feedback on Playbook:
Please provide your feedback on the playbooks using the following link: Feedback Form