Hi Vikram and Ranjit,
I wanted to make you aware of a production support discussion that took place earlier.
Sunil added me to the group based on Prashant’s suggestion, mainly because I was the DM and had CS access. After reviewing the issue and speaking with the user, it was clear that this was related to application/configuration and not the database.
I explained this to the user and also added the EMEA DBA team for support, but there was no acknowledgement from them. The user continued reaching out and calling for assistance.
Prashant had already left the group earlier. I added him back twice to help with coordination, but he left the chat again both times. Since there was no clear owner available, I added both of you for visibility and later left the group.
The main concern here is that access limitations, missing documentation, lack of process awareness, unclear responsibilities, and the unavailability of the actual owners are causing issues to be passed to whoever is available at that time. This is taking people away from their own responsibilities and is also delaying proper resolution of production issues.
I am sharing this so that we can have clearer ownership and escalation guidance for similar cases going forward.
Regards,
Nikhil
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