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A crisis arrived the way crises often do — quietly, in the wires. One evening, a payroll processing bug affected several clients, some of whom faced statutory deadlines the next morning. Panic calls poured into the support line; messages multiplied in the company’s group chat. Radhika coordinated triage, Mwende and the engineers pushed a hotfix, and Asha stayed on calls with affected clients, explaining the fix and ensuring regulators saw corrected filings. The episode tested not just technical resilience but relationships. By morning, payroll had been processed; complaints subsided, and the team learned where to harden systems.