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Customer Care Process: 911 Emergency On-Call

Introduction

This document explains the Customer Care 911 Emergency On-call process. This process is in place so that a Customer Care team member is always available to address emergency-level issues that are reported outside of Customer Care's normal business hours of 9am-5pm PT.

 

Emergency Criteria

The 911 Emergency process should be activated only when the following criteria are met:

  1. The issue has been detected outside of Customer Care's normal business hours of 9am-5pm PT, AND, any one or more of the following applies:

    1. Websites are down

    2. Leads and/or forms are not working

    3. Pricing and availability is not working

    4. A legal issue requires immediate attention; ex: the presence or omission of a license number or affiliation badge that makes the client legally non-compliant

 

Emergency Activation

The 911 Emergency process is activated in the following sequence:

  1. The issue is reported to Customer Care via a Zendesk ticket, with "911" in the Subject line

  2. The presence of "911" in the ticket Subject line triggers our emergency incident response software, Twilio, to send a text message to the on-call Customer Care team member

  3. The on-call Customer Care team member begins issue diagnosis and resolution

 

Emergency Diagnosis and Resolution

Websites Down

  1. Confirm that the website is down => if the website is rendering properly, advise the client to clear cache and refresh the webpage

  2. If the website is down, access the who.is website and perform the following tasks:

    1. In the search field near the top of the who.is homepage, enter the domain name (ex: ourapartments.com)

    2. When the domain record loads, click the DNS Records tab

    3. Confirm that the CNAME is pointed to domain.g5dns.com (ex: ourapartments.g5dns.com) => if the CNAME is not pointed properly, advise the client to correct it

  3. If the CNAME is pointed properly, access the Website Provisioner and perform the following steps:

    1. View the Cloudfront and DNS Setup sections see if either section appears to incomplete or incorrect

    2. Escalate the ticket to Tech Support and note all of your findings => Tech Support will review and escalate to the Engineering on-call contact (GOAT) as necessary

Forms not Working

  1. If client is reporting that a form is not loading, perform the following steps:

    1. Confirm that the form is not loading on the website

    2. Determine if the form is a non-integrated form, or an integrated form, then follow either step 1 or 2 below, whichever is applicable:

      1. If a non-integrated form:

        1. Check the form on a couple other clients' websites to determine if the error may be platform-wide

        2. Escalate the ticket to Tech Support and note all of your findings => Tech Support will review and escalate to the Engineering on-call contact (GOAT) as necessary

      2. If an integrated form:

        1. Access the Integrations Dashboard and verify the form is active for the integration

        2. Check other forms (Contact Us, Tour, Inquiry) to confirm if the issue is with an individual form or the whole integration

        3. If unaware of how to troubleshoot integrated forms, convert the form to non-integrated form, advise the client that the non-integrated form is working, and escalate the ticket to Tech Support

        4. Escalate the ticket to Tech Support and note all of your findings => Tech Support will review and escalate to the Engineering on-call contact (GOAT) as necessary

Leads not Being Received

  1. If the client is reporting that they are not receiving lead emails, perform the following steps:

    1. Check the CLS (for Cloud websites) or Client Center (for Core websites) to confirm leads are being captured

    2. Check SendGrid to confirm leads are being delivered successfully

    3. Check the Client Hub (or Client Center if a Core site) to confirm the lead email addresses are correct and formatted correctly (separated by commas, no spaces), then follow either step 1 or 2 below, whichever is applicable:

      1. If the lead email addresses are not correct or are not formatted correctly, make any necessary corrections

      2. If the lead email addresses are correct and formatted correctly, submit a test form on the live website, then check in SendGrid to confirm lead emails were successfully delivered => if client does not receive the email, request client check Spam folders

Pricing and Availability not Working

  1. If pricing and availability is displaying using a content stripe with an integration-related widget, then perform the following steps:

    1. Create a new content stripe with a static pricing widget

    2. Hide the content stripe that displays the integration-related widget

Legal Issue

  1. Edit the content as requested

  2. If necessary, hide the content stripe that contains the content

  3. If necessary, deactivate the webpage by performing the following steps:

    1. Access page Settings

    2. Toggle Page Status to OFF

    3. Toggle No Index to ON

    4. Submit a redirect from the deactivated page top the homepage

 

https://docs.google.com/document/d/1QpVyujqDtf7MDfdux11hDEdkDixIwvVNOy4nApc9wZs/edit?usp=sharing