Incident Call: Expired SSL Certificate for Wavehealthtech.com

Abe formally requested the initiation of the incident management process due to the prolonged issue and limited communication. He highlighted challenges faced by the India network team and the Wave team in issuing the certificate, emphasizing the need for regular status updates during IST hours. Nidhin also requested a structured handover and continuity during IST hours for seamless troubleshooting. Samriti agreed to coordinate this handover. Abe identified key technical contacts involved: Tony, Babu, Nanda Kumar, and Arun from the L2 team. Karen requested a clear status update and resolution path for the client by 17:00 ET.

Abe confirmed that a SEV-1 incident management process had been initiated, with an expected resolution target within 24 hours. Nidhin concurred with the 24-hour target and stated that the certificate expiration process would be reviewed and integrated into standard operating procedures to prevent recurrence. He also stressed the importance of strengthening certificate expiration monitoring and renewal processes across managed servers. The call concluded, put on hold until IST hours.

The call was re-initiated by Nidhin, with Abe stressing the need for formal incident management due to the issue's two-day duration without updates. The problem was quickly identified as an expired SSL certificate for *.wavehealthtech.com, which expired on July 15th. Nidhin requested Nina to verify access to GoDaddy and DG Cert for certificate renewal, while Krishna confirmed the issue was web server related. James noted challenges with GoDaddy access and the potential time (days to a week) required to migrate certificate management to DigiCert due to business validation. Krishna offered to install a new certificate if provided, but generating one internally would take time.

James continued to face delays in GoDaddy authentication. Nina confirmed that her team lacked GoDaddy access for the Wave environment. Nidhin proposed migrating certificate management to DigiCert as a parallel, long-term solution to prevent future occurrences and recommended engaging Tony's Wave team, who were likely to have GoDaddy access to issue a replacement certificate quickly.