The key to solving any solution is to be patient, focused and swift in finding a workable alternate. In parallel to that one starts working on troubleshooting and implementing the solution. Below are some of the steps one should take: 1. Show empathy and let the client know that you understand their situation. 2. Don't give them false hopes, at the same time try to give a doable timeline. 3. Provide an alternate workaround if possible. 4. While troubleshooting and working on the solution, keep the client updated. 5. Inform the client once the solution is implemented and have them test it. 6. Follow-up after some time if they are ok and not facing any issues.

First of all, the way to resolve a critical system failure varies by industry, system type, requirement, lost function, etc. However, there should always be a detailed contingency plan for everyone to handle the situation. The recovery plan should be prepared in advance using industry realities and experiences and should include items such as who will handle the failure/coordinate the work, where/how the team will come together, when/how the system recovery plans will be implemented, who will contact customers or the media, how the announcement will be made covering the downtime, and what alternative means can be used to maintain service.

First of all, make sure you work proactivly to avoid system failure. But if a critical system failure happends, use modern observability and event management system that can utilize AI or ML to determine root cause and minimize MTTR. During the remediation, use process tools to have a transparent communication to all stakeholders.

I would immediately reassure the client that I am fully focused on resolving the issue and will keep them informed every step of the way. Then, I would quickly assess the problem, prioritize the steps needed for resolution.

When a critical system fails and the client’s losing it, first – "log it as Priority 1" raise the ticket, get it into the sevice desk system so it’s flagged across the board. Compose an eMail and send, and call the client – “We’re on it, P1 triggered, next update in 30 mins” – set expectations. Pull in the senior techs, 3rd line or vendors if needed – no juniors winging it. Assess the impact radius, stop any spread. If it’s looking ugly, escalate – manager, director, or trigger Disaster Recovery if needed. Get a workaround or temp fix inplace if feasible deliver an elementof BAU. Once stable, find the root cause, document it, no bodge jobs – hopefully = client happy, update the service desk KB for future reference.