Module 5: Advanced Troubleshooting & Optimization

Overview

Master advanced troubleshooting techniques, diagnostic tools, and system optimization for production sovereign cloud environments. Learn how to investigate complex issues, optimize performance, and escalate appropriately.

Duration: 6-8 hours
Learning Tracks: Both Sales & Technical
Prerequisites: Level 200 completion (all modules)

Learning Objectives

Sales Track

  • ✅ Understand troubleshooting scope and escalation paths
  • ✅ Set customer expectations for resolution times
  • ✅ Position support and professional services
  • ✅ Explain diagnostic capabilities

Technical Track

  • ✅ Use diagnostic tools effectively
  • ✅ Interpret logs and telemetry
  • ✅ Troubleshoot across component boundaries
  • ✅ Optimize performance systematically
  • ✅ Know when and how to escalate
  • ✅ Implement preventive monitoring

Core Topics

  1. Diagnostic Tools & Procedures → troubleshooting-tools.md
  2. Common Issues & Resolution → troubleshooting-common-issues.md
  3. Escalation & Advanced Support → troubleshooting-escalation.md

Troubleshooting Decision Tree 

flowchart TD
    Start([Issue Reported]) --> Gather[Gather Symptoms<br/>& Timeline]
    Gather --> Type{Issue Type?}
    
    Type -->|Performance| Perf[Check Resource Usage<br/>CPU/Memory/Disk/Network]
    Type -->|Connectivity| Conn[Network Diagnostics<br/>Ping/Traceroute/DNS]
    Type -->|Service Down| Service[Check Service Status<br/>Event Logs/Health]
    Type -->|Data Issue| DataCheck[Validate Data<br/>Check Replication]
    
    Perf --> PerfFix{Fix Identified?}
    Conn --> ConnFix{Fix Identified?}
    Service --> SvcFix{Fix Identified?}
    DataCheck --> DataFix{Fix Identified?}
    
    PerfFix -->|Yes| Implement[Implement Solution]
    ConnFix -->|Yes| Implement
    SvcFix -->|Yes| Implement
    DataFix -->|Yes| Implement
    
    PerfFix -->|No| Escalate[Escalate to<br/>Engineering]
    ConnFix -->|No| Escalate
    SvcFix -->|No| Escalate
    DataFix -->|No| Escalate
    
    Implement --> Verify{Issue Resolved?}
    Verify -->|Yes| Document[Document Solution]
    Verify -->|No| Escalate
    
    Document --> End([Close Ticket])
    Escalate --> End
    
    style Start fill:#D4E9D7,stroke:#107C10,stroke-width:3px,color:#000
    style End fill:#D4E9D7,stroke:#107C10,stroke-width:3px,color:#000
    style Type fill:#E8F4FD,stroke:#0078D4,stroke-width:2px,color:#000
    style Escalate fill:#FFE6E6,stroke:#D13438,stroke-width:2px,color:#000
    style Implement fill:#FFF4E6,stroke:#FF8C00,stroke-width:2px,color:#000

Diagnostic Tools

Escalation Procedures

Key Concepts

Systematic Approach

  • Gather symptoms
  • Establish timeline
  • Review recent changes
  • Test hypotheses
  • Implement solution
  • Verify resolution
  • Document findings

Tool Categories

  • Diagnostic: Health checks, status monitors
  • Analysis: Log aggregation, metric visualization
  • Testing: Connectivity, performance, functionality
  • Profiling: Resource usage, bottleneck identification

Escalation Criteria

  • Issue persists after initial troubleshooting
  • Multiple components involved
  • Requires engineering expertise
  • Needs vendor coordination
  • Security implications
  1. Start: Tools & Procedures
  2. Cases: Common Issues
  3. Support: Escalation Procedures
  4. Reference: Decision Tree

Module Duration: 6-8 hours
Estimated Completion: 1 week @ 6 hrs/week