---
title: 1. Procedure to handle server side issues
description: "1. Once we receive a support ticket, make sure you have the below details. Else ask the required information in the first comment/ conversation with customer. Tenant Name & Id - Cluster Id - Region Id - Support Access taken - Yes/ No Support/ Success ..."
url: "https://supportb.kinsta.cloud/docs/1-procedure-to-handle-server-side-issues/"
updated: "2020-07-13"
category: SOPs
---

# 1. Procedure to handle server side issues

1. Once we receive a support ticket, make sure you have the below details. Else ask the required information in the first comment/ conversation with customer.

| Tenant Name & Id -Cluster Id -Region Id -Support Access taken - Yes/ NoSupport/ Success able to reproduce the issue - Yes/ NoIssue Description -Modules/ Sub Modules Impacted (LQ functionality) -Screenshots with error available, if any - Yes/ No Is the issue consistent or intermittent ? Seen at particular time like start or end of day etc ?  |
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2. Connect with Mubeen/ Shift Lead with above details.

3. Mubeen/ Shift Lead from support will approach Dev Ops via Skype Channel - ***Test +Tech & Team Support***

4. Mubeen/ Shift Lead takes ownership of updating all support cases and understanding the issue 

5. Create a tag and mark all support cases for ex - date_issuetype_clustername **(20181707_500error_cluster1) - if its a common issue with 1 cluster/ service.**

6. After the issue is fixed below details should go into all support cases via summary - Mubeen/ Shift Leads responsibility (***MAINLY FOR ALL OUTAGES***)

| Issue Start Time - Time when the first support ticket dropped in or time when Dev acknowledged the issue at our end. Issue End Time - Issue got fixed. Issue Description -  Measures taken from LQ side, if any - |
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| **Note **- If its a critical issue or impacting multiple clients along with Skype group drop an email with details to "***devops_notify@leadsquared.com***" (for ex: customers unable to create leads, login to LQ platform e.t.c) |
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