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Customer Care Process: Pause Services (Core)

Introduction

This document covers the pause services process for Core clients. When a client is behind in payments, has stopped making payments, or for some other reason, such as the client will no longer be managing the property (ref #37661), we will temporarily shut their services and website down. Note: this does not involve deleting the site(s).

 

Process Detail

Accounts Receivable

  1. Decision to pause Client/Location website(s)

    1. Decision made based on duration of incident, typically 60 days (Corp/SMB), or 90 days (VIP/Key)

  2. Handoff Criteria

    1. Decision made to pause location/client

  3. Trigger

    1. Submit Customer Care ticket with

      1. Client Name

      2. Location Name

      3. Effective Date

      4. Reason for website "pause"

      5. Special instructions (if any)

Contract Admins

  1. Prepare Client/Location in Client Center

    1. Set Website services (SEO Full Service, Website Listing only) to "Paused"

    2. Set PPC services to "Paused"

    3. Do not set any other service statuses to "Paused"

  2. Handoff Criteria

    1. Appropriate Service(s) set to "Paused"

    2. Add a comment to the ticket summarizing the work you completed

    3. Paid Team member Cced: on ticket

  3. Trigger

    1. Pass the ticket to Customer Care Agent who triaged it

Customer Care

After receiving the ticket from Contract Admins, Customer Care will need to take the website down until payment is received. Note: unlike the Deletion processes, which require separate tickets for Contract Admin tasks and Customer Care tasks, the Pausing and Reactivating Services/Website process requires a single ticket only. This is in the interest of simplicity, and is based on the fact the Contract Admins have a single task - turning services off.

  1. Take down website

    1. Single Location (secondary domain)

      1. Change Status field to PAUSED and uncheck the Website Display checkbox in the Client Center

      2. Edit the homepage to act as a Maintenance page for the location (with link to corp home if pausing a single location):

        1. Copy the phone number, address and main content to a Notepad document and attach it to the ticket

        2. Remove the phone number, address, and CTA's (using custom values to hide them) and replace the previous content with "This site is under maintenance"

      3. Create 301 redirect list for all interior pages to the homepage and add it to the ticket

      4. Enter the 301 redirects in the Redirect Manager

    2. Single Location (client primary domain)

      1. Change Status field to PAUSED and uncheck the Website Display checkbox in the Client Center

      2. Edit the homepage to act as a Maintenance page for the location (with link to corp home if pausing a single location):

        1. Copy the phone number, address and main content to a Notepad document and attach it to the ticket

        2. Remove the phone number, address, and CTA's (using custom values to hide them) and replace the previous content with "This site is under maintenance"

      3. Create 301 redirect list for all interior pages to the homepage and add it to the ticket

      4. Enter the 301 redirects in the Redirect Manager

    3. Entire Client

      1. Change Status field to PAUSED at the client level: Manage Clients > General tab > Status field in the Client Center

      2. Change Status field to PAUSED at the location level and uncheck the Website Display checkbox in the Client Center

      3. Edit the homepage to act as a Maintenance page for the location (with link to corp home if pausing a single location):

        1. Copy the phone number, address and main content to a Notepad document and attach it to the ticket

        2. Remove the phone number, address, and CTA's (using custom values to hide them) and replace the previous content with "This site is under maintenance"

      4. Create 301 redirect list for all interior pages to the homepage and add it to the ticket

      5. Submit a ticket to Jeff Barr requesting a map file redirect from the existing secondary domains to the primary domain and request that Jeff pass the ticket back to you rather than solving the ticket

      6. Note: You will have to do ALL domains listed in the Domains tab under Manage Client in the Client Center.

  2. Handoff Criteria

    1. All of the website pages are directed to a temporary maintenance page

    2. Location does not appear in any other hard-coded location lists or navigation menus

    3. Add a comment to the ticket summarizing the work you completed

  3. Trigger

    1. If Paid Team has completed work and commented in ticket, solve the ticket

    2. If Paid Team has not completed work, pass the ticket to the Paid Team.

Paid Team

  1. Pause PPC campaigns

    1. Go to Google Adwords and Bing interfaces and pause campaigns

  2. Handoff Criteria

    1. Add a comment to the ticket summarizing the work you completed

  3. Trigger

    1. If the ticket has been passed to you, Solve the ticket

    2. If you have completed the work before Customer Care is done, submission of a comment summarizing the work you completed

 

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