You suddenly receive a spike of similar incoming issues that risks creating a large backlog and impacting SLAs. Outline a 72-hour action plan to triage the cases, reduce the backlog, coordinate with other teams, and communicate status to affected customers.

First 0–6 hours: declare an incident, spin up a war room with 3 senior agents and 2 engineers, and send an initial status email/portal banner within 1 hour. Triage incoming cases into three buckets: urgent (top 10%), common reproducible issues, and one-off requests. 6–24 hours: apply bulk responses and standard troubleshooting scripts to the common bucket, deploy temporary automations or macros to resolve repetitive steps, and aim to clear 50–60% of the backlog. 24–48 hours: escalate top recurring defects to engineering with logs and customer impact, assign owners, and run focused fixes or rollback if needed. 48–72 hours: close remaining issues, publish a root-cause update, restore SLAs to >95%, and follow up individually with affected customers to regain trust and measure CSAT.