Incident Management Process

We at MangoApps use the MangoApps platform itself for managing incidents coming in from different sources to keep our Tech Support, Engineering, Account Management & Senior Management teams all on the same page. These teams internally are upto speed with the progress on incidents, incident severity and the customer impact the incidents are having – all from a single source of truth. This has enabled us to respond with speed and accuracy to our customers back, meeting our SLA requirements and in many cases exceeding the expectations set. Here the key stages & the process on how incidents reported are managed at MangoApps:

Incident Management Key Stages:

Block_Diagram_01

Incident Management Process for Shared Cloud Customers:

  • All tickets submitted via the contact us page or via email directly to support@mangoapps.com come into a “MangoApps Issues” group automatically in close to real time.
  • MangoApps uses “AWS CloudWatch” as the monitoring service across it’s world-wide data centres and all alarms from it come into the “MangoApps Issues” Group also. Additionally MangoApps using “PingDom” service for external monitoring which generates an email alert when a particular service is down.
  • MangoApps Issues group has members from tech support, engineering, customer account managers & senior management folks in it.
  • As soon a incident is reported everyone is made aware of it via this group and the tech support and/or engineering get to work on it based on severity & customer impact.
  • This group is the single source of truth for all your incidents and has the most upto date status, details, action plan and possible ETA.
  • Your Tech support personnel is the single point of contact (SPOC) here.

Incident Management Process for Private Cloud Customers & On-Premise Customers:

  • There is dedicated customer group in MangoApps for each of the private cloud & on-premise  customer.
  • The group has tech support, engineering, account success manager & senior management as members long with the IT team from your company
  • As soon a incident is reported everyone is made aware of it via this group and the tech support and/or engineering get to work on it based on severity & customer impact.
  • This group is the single source of truth for all your incidents and has the most upto date status, details, action plan and possible ETA.
  • Incident management process for private cloud & on-premise customers provides for 3 levels of escalation if required. First level of escalation is to your account success manager. 2nd level of escalation is to the CTO. 3rd level of escalation is to the CEO. This escalation can be done via a phone call or an update in the group with an @mention of the stakeholder. (Note: Your group in MangoApps will have your Account Success Manager, CTO & CEO as members to respond to the escalation process).
  • All private cloud deployments are also monitored via AWS CloudWatch and PingDom service and generate alerts and alarms into MangoApps notifying all the team stakeholders of the incident. Alerts & Alarms from these monitoring services get handled via this same process.