Overview

This runbook provides operational guidance for maintaining, monitoring, and restoring cloud collaboration environments managed by Good Consulting.

These environments support distributed teams using Microsoft 365 or Google Workspace integrated with secure identity management and cloud infrastructure services.

This document standardizes incident response procedures to ensure:

• Consistent remediation across client environments

• Reduced downtime and faster resolution

• Secure handling of identity and access issues

• Clear escalation and communication pathways

Good Consulting empowers teams to do their best work in the cloud by delivering secure, scalable, and reliable digital workplace solutions.

When to Use This Runbook

Use this document when one or more of the following conditions occur:

• Users cannot access collaboration platforms

• Performance of cloud productivity tools is degraded

• Authentication or synchronization errors occur

• Monitoring systems report availability alerts

Architecture

Good Consulting manages cloud-first collaboration environments built on trusted public cloud platforms. These environments integrate identity, productivity, infrastructure, and backup services to ensure secure and scalable operations.

Each component plays a distinct role in maintaining availability, performance, and data protection.

Information

Architecture diagrams and environment-specific configuration details are maintained in client-specific documentation spaces and should be consulted before major changes.

Support Contacts

Clear ownership and escalation pathways are critical to maintaining service continuity. The following contacts should be used based on incident type and severity.

Runs (Operational Tasks)

Routine operational tasks reduce the likelihood of incidents and ensure continued compliance and performance optimization.

These recurring checks support proactive issue detection and long-term stability.

Process

This section outlines the standard procedures for addressing common operational scenarios.

Service Access Issues

Access-related issues typically stem from identity configuration changes, licensing problems, or authentication failures.

1. Verify identity provider availability

2. Confirm user account status and group membership

3. Validate service licensing and subscription status

4. Test login through the admin console

5. Review recent configuration or policy changes

Expected Outcome:

User access is restored and authentication logs confirm successful login activity.

Performance Degradation

Performance issues may result from resource saturation, network latency, or recent configuration changes.

1. Review monitoring dashboards

2. Check infrastructure utilization

3. Validate network connectivity

4. Review recent deployments or configuration changes

System performance returns to normal operational thresholds.

Application Monitoring

Good Consulting uses centralized monitoring and alerting tools to maintain visibility across managed cloud environments. Monitoring enables early detection of anomalies and rapid response to potential service disruptions.

Known Errors

The following common errors have been observed across managed environments. These should be reviewed before escalating incidents.

Troubleshooting

This section provides structured diagnostic guidance for common incident types.

User Cannot Access Collaboration Tools

Access issues are often related to identity, permissions, or licensing inconsistencies.

Check:

• Identity service health

• User permission changes

• License availability

Resolution:

• Reset authentication session

• Reassign license if required

• Confirm user directory synchronization

Backup Failure

Backup failures can impact compliance and recovery readiness and must be addressed promptly.

Check:

• Backup job logs

• Storage availability

• Network connectivity

Resolution:

• Restart backup job

• Validate storage quotas

• Notify infrastructure team if failure persists

Post-Incident Actions

Once the incident has been resolved, the following actions must be completed to ensure continuous improvement and knowledge retention:

After resolving incidents:

• Document root cause

• Update monitoring rules if necessary

• Notify client stakeholders

• Update runbook if new scenarios are identified

Related Documentation

The following documents provide additional context and supporting procedures:

• Cloud Migration Playbook

• Security & Compliance Guidelines

• Disaster Recovery Procedures

Service Scope & Boundaries

This section defines what is covered — and not covered — under this runbook to prevent operational ambiguity.

In Scope

• Microsoft 365 / Google Workspace tenant management

• Identity provider configuration

• Backup and restore operations

• Collaboration performance monitoring

• User access management

Out of Scope

• End-user device troubleshooting

• Third-party SaaS applications not managed by Good Consulting

• Custom client-developed integrations

• Legal or compliance advisory services

Environment Inventory

Maintaining an up-to-date inventory ensures accurate incident isolation.

Access Control Model

Proper access control ensures secure and compliant collaboration environments.

Change Management

All production-impacting changes must follow structured change control procedures.

Change Workflow

1. Submit change request

2. Perform risk assessment

3. Obtain approval

4. Execute change

5. Validate outcome

6. Document results

Security & Compliance Controls

Security is foundational to Good Consulting’s managed cloud services.

Core Controls

• Multi-factor authentication enforced

• Conditional access policies configured

• Encryption in transit and at rest

• Regular access reviews

• Backup integrity verification

Service Level Objectives (SLOs)

Defined service expectations ensure measurable reliability.

Escalation Matrix

Escalation must follow severity definitions.

Severity Levels

Audit Logging & Reporting

Operational transparency is critical for compliance and accountability.

Logging Requirements

• Authentication logs retained 90 days

• Admin actions logged

• Backup execution logs retained

• Security alerts archived

Continuous Improvement

Good Consulting continuously improves its managed services model through structured review and feedback cycles.

Improvement Activities

• Quarterly service reviews

• Monitoring threshold refinement

• Runbook updates after incidents

• Automation enhancement

Appendix A – Command References

Appendix B – Glossary

Revision History