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, 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.

In a critical system failure, stay calm and act fast. First, gather details from the client to understand the issue. Check logs, error messages, and recent changes to find the root cause. If needed, involve the right team members. Provide the client with clear updates on what is happening and expected timelines. If a quick fix is possible, apply it while ensuring no further risks. If a full solution takes time, offer a temporary workaround. Keep communication open until the issue is fully resolved. After fixing, do a root cause analysis to prevent future failures.

I think it's really important to be fully transparent with the client. Share exactly what happened and how long you anticipate it will take for the system to be fully functional again. Also make sure you share how this will impact the agreed upon timeline. If you've established good rapport with your client, and the matter is not life threatening, your client should understand. I would also recommend always having a backup plan for deliverables, in case system failure happens in the future. This should be part of the initial planning process, anticipate what could go wrong and come up with a plan to manage it if it does.

"The difference between a problem and a crisis is how it is handled." When facing a critical failure, the first step is effective communication to fully understand the situation and speed up the analysis and resolution process. Regular updates are essential to ensure the client does not feel that their issue is being neglected, especially when dealing with complex solutions that require more time. Moreover, the team’s response should go beyond temporary fixes. The focus must be on definitive solutions that not only resolve the current issue but also prevent future occurrences.