Simulation Details

PrimeSoft is a leading provider of critical software solutions, serving over 5,000 companies worldwide, including Fortune 500 companies and small to medium-sized enterprises across various industries such as finance, healthcare, and retail. Operating within the SaaS industry, PrimeSoft delivers essential software solutions such as CRM systems, ERP solutions, and cloud-based collaboration tools that support various business operations. These solutions are vital for their clients, ensuring efficiency and reliability in their daily activities by automating workflows, providing real-time data analytics, and enabling seamless communication across teams.

PrimeSoft boasts an impressive average uptime of 99.9%, achieved through rigorous maintenance schedules, redundant systems, and a dedicated team of engineers who monitor the infrastructure 24/7. This reflects their commitment to delivering high-quality software and maintaining strong customer relationships. The company operates within a sophisticated technical environment, utilizing a multi-cloud infrastructure with data centers located in North America, Europe, and Asia. Advanced technologies like Kubernetes are employed for container orchestration, allowing for scalable and resilient application deployment. Monitoring tools such as Prometheus and Grafana are used to collect and visualize metrics, enabling the team to detect anomalies and resolve issues swiftly, often before they impact customers.

The main challenge in this simulation is managing escalating customer concerns during a critical software downtime caused by a failure in the cloud infrastructure. Specifically, a major outage in the North American data center has led to a complete loss of service for PrimeSoft’s CRM systems, ERP solutions, and cloud-based collaboration tools. This downtime affects over 3,000 companies, including major clients like TechSolutions Inc., leading to significant operational disruptions. The technical challenges involved in resolving the downtime are substantial, with the root cause traced to a critical failure in the Kubernetes cluster managing the containerized applications. Temporary workarounds, such as rerouting traffic to the European data center, are being implemented to restore partial functionality while a permanent solution is being developed.

In this simulation, you assume the role of Jordan Lee, an IT Support Specialist at PrimeSoft. Your primary responsibility is to manage customer concerns during a critical software downtime. You will interact in real-time chat with Alexei Ivanov, a demanding customer who is threatening to cancel their contract due to the downtime, and with Priya Patel, the VP of Infrastructure, to gather accurate, up-to-date information about the situation. All interactions occur within the simulation’s chat interface, allowing you to communicate directly with each party one-on-one. Your goal is to balance technical communication with empathy to ensure the customer feels heard and informed.

– Engage in a real-time chat with the VP of Infrastructure to understand the current status and details of the downtime.
– Communicate the right set of information to the customer, ensuring they feel heard and informed.
– Provide accurate and timely updates to the customer.
– Demonstrate empathy and understanding towards the customer’s frustrations.
– Successfully prevent the customer from canceling their contract.
– Maintain a calm and professional demeanor under pressure.
– Ensure clear and effective communication with both the customer and the VP of Infrastructure.

Team

Who you will work with in this Simulation
Your team is 100% generated by AI – you will not interact with real people and no human will read your conversation.

Alexei Ivanov
CEO of TechSolutions Inc.

Priya Patel
Vice President of Infrastructure at PrimeSoft

Maria Gonzalez
Customer Support Manager at PrimeSoft

Organization

A leading provider of critical software solutions, serving over 5,000 companies worldwide.