Emergency Procedures

Emergencies are rare but require immediate, decisive action. Familiarize yourself with these protocols before you need them.

Safety Incident

A crew member or customer is injured, or property is significantly damaged.

Immediate Actions

Ensure safety first — If anyone is in danger, instruct them to call 911
Gather facts — Who is involved, what happened, where, when
Call the Super Admin immediately — Do not email, do not chat — call
Document everything — Time of report, caller's words, actions taken
Do not admit fault — Be empathetic but do not say "we are responsible" or make promises about coverage. Say: "I am so sorry this happened. I am bringing in my manager right now to make sure this is handled properly."

Follow-Up

The Super Admin will direct all further communication
Do not contact the customer again unless instructed
Complete a written incident report within 1 hour
Preserve any related records (booking details, crew assignment, notes)

System Outage

The Otesse platform is down or severely degraded.

Identification

Signs of an outage:

Dashboard is not loading or extremely slow
Error messages appearing across multiple pages
Customers reporting they cannot access the portal
Phone system or chat is down

Immediate Actions

Confirm it is a real outage (not just your connection) — Check the status page and ask teammates
Post in the team channel — "System issue detected at [time]: [description]"
Notify the operations manager via phone
Switch to manual mode:

Take notes on paper or a local document
Collect customer info and promise a callback
Do not attempt to create bookings or modify data during the outage

Update customers proactively — If customers call, acknowledge the issue:

"We are currently experiencing a technical issue that our team is actively working to resolve. I have captured your information and will follow up as soon as systems are restored. I apologize for the inconvenience."

Recovery

Once systems are restored:

Process all manual notes (create bookings, update records)
Call back any customers who were affected
Verify no data was lost during the outage
Post an all-clear in the team channel

Data Breach Suspicion

You suspect customer data has been compromised.

Signs

Unusual account activity (mass password resets, unknown logins)
Customer reports receiving emails they did not expect
System shows unauthorized access in activity logs
Team member reports their credentials were compromised

Immediate Actions

Do not investigate on your own — You could inadvertently cause more damage
Call the Super Admin immediately
Document what you observed — Screenshots, times, affected accounts
Do not discuss externally — Do not mention a potential breach to customers until directed by management
Secure your own credentials — Change your password immediately

What Happens Next

The Super Admin will activate the incident response plan:

Engineering investigates the scope
Affected customers are notified (legally required within timeframes)
Systems are secured and access is audited
A post-incident report is created