Creating a transcript: Talking to a user about a system problem Me: Hello, how can I help you? System user: Hello, we have a big problem in several stores with the system. Me: What kind of problems are you having? System user: The payment process is not working correctly. The screen is getting locked when we try to save the transaction. Me: Please, give me a minute. I'm going to check the status of our services. I'll be back to confirm you that. (After a minute) Me: Hi again, I checked the transactions of the last 20 minutes and there was a problem with the memory of our servers. We are going to do a quick restore of the services that will take us 5 minutes as maximum. System user: Ok, thank you. Please confirm as soon as that is done because we have a lot of customers waiting for us to continue the payments. Me: Yes, I will. (After 5 minutes) Me: Hello, the System has been restored and it is working correctly at this point. Please, could you try one more time and tell me if everything is OK? System user: Thank you so much! We can continue with the operations now, everything looks fine. Me: You're welcome. Is there something else I can help you? System user: No, there isn't. That's all by now. Thanks. Me: Ok, bye.