Netcore Cloud

Prerequisites for Better resolution:

• CEE Account Login Credentials
• AMP Sender ID Details

Initial Verification Steps to be Followed:

1. Confirm AMP Sender ID Details:
   • Ensure that the correct AMP Sender ID details are present.

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 Profile -> Account Configuration.
   • Screenshot:
     
     
     

2. Step 2: Search for AMP Sender Details:

   • In the Account Configuration section, search for the AMP sender details.
   • Screenshot:
     
     
     

3. Step 3: Add or Edit AMP Sender ID:

   • Add or edit the AMP sender ID as required, and then save the changes.
   • Screenshot:
     
     
     
     

Resolution / Next Steps:

1. [Reason 1]:

   • Inform the client of the findings.
   • Provide Screenshot

2. [Reason 2]:

   • 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 initial verification:
     • 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