Some of our Customers faced downtime of 5-10 Mins with Freshchat Service
Why - We use REDIS for Caching and Message Broker Services. Few of the REDIS services failed and our Monitoring Tool picked up the alert. Our SRE/Engineering Team had to push a quick fix and ensure the services were up and running. Even though we had a BCP/DR process in hand, we needed some time to push a quick fix and ensure the services went unaffected.
Moving Forward - SRE & Engineering Team have set up stricter SLA for internal Services and moving forward any such alerts/issues will be processed even sooner to ensure customers are unaffected.
Escalation Matrix :
Level 1 - firstname.lastname@example.org
Level 2 - email@example.com
Level 3 - firstname.lastname@example.org & email@example.com
Thanks and regards