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Customer Care Process: Reactivate Paused Services (Core)

Introduction

This document covers the reactivate paused 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. Once they have agreed to pay their bill, Accounts Receivable will request that their site is turned back on. Note: this does not involve deleting the location(s).

 

Process Detail

Accounts Receivable

  1. Decision to reinstate client/location website(s)

    1. Make decision to reinstate client/location website(s)

  2. Handoff Criteria

    1. Decision made to reinstate location/client website(s)

  3. Trigger

    1. Create a follow-up ticket to the one used to pause the location/client:

      1. Client Name

      2. Location Name

      3. Effective Date

      4. Reason for website reinstatement

      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 Active

    2. Set PPC services to Active

    3. Do not set any other service statuses to Active

  2. Handoff Criteria

    1. Appropriate Service(s) set to Active

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

    3. Add Paid Team member as a CC on the ticket

  3. Trigger

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

Customer Care

  1. Reinstate website

    1. Single Location (secondary domain)

      1. Change location(s) Status field back to what it was before (ACTIVE, ACTIVE FREE TRIAL)

      2. Check (select) the "Website Display checkbox” in the Client Center, General tab

      3. Edit the homepage so that it displays as it did prior to location being paused

      4. Remove the redirects in 301 Redirect Manager

    2. Single Location (client primary domain)

      1. Change location(s) Status field back to what it was before (ACTIVE, ACTIVE FREE TRIAL)

      2. Check (select) the Website Display checkbox” in the Client Center, General tab

      3. Edit the homepage so that it displays as it did prior to location being paused

      4. Remove the redirects in 301 Redirect Manager

    3. Entire Client

      1. Change Status field back to what it was before (ACTIVE, ACTIVE FREE TRIAL) at the client level: Manage Clients > General tab > Status field in the Client Center

      2. Change Status field back to what it was before (ACTIVE, ACTIVE FREE TRIAL) at the location level and uncheck the Website Display checkbox in the Client Center for each location

      3. Edit the homepage so that it displays as it did prior to location being paused

      4. Find redirect list for all client and location pages to maintenance page created during the pause process and add it to the ticket

      5. Submit a ticket to Jeff Barr requesting the map file redirect be removed and request that Jeff pass the ticket back to you rather than solving the ticket

  2. Handoff Criteria

    1. All of the website pages are live and look as they did before the pause

    2. Location have been added back to any 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. Restart PPC campaigns

    1. Go to Google Adwords and Bing interfaces and re-start campaigns

  2. Handoff Criteria

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

  3. Trigger

    1. NA

 

 

https://docs.google.com/document/d/1VQ9MMh6FfHgsFMbNTYD1MJYYS9i7UmEds8LBwTMqnnY/edit?usp=sharing