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Customer Care Process: Third Party Vendor Code

Introduction

This document covers the third-party vendor code implementation process. This is the process to follow if a client is asking to add third-party vendor code to a G5 website. Vendor code could be JavaScript, iframes, or other. Examples of code that would typically be acceptable: Google Analytics tracking codes, Facebook pixel codes, and online chat.

 

Policy

It is imperative that clients understand G5's policy concerning this process from the start:

  • Implementing third-party code is at G5's discretion

  • G5 may deny code from vendors who are G5 competitors

  • G5 may deny code if it has been determined to be in conflict with platform functionality, performance, conversion rates, calls to action, or any other element considered relevant by G5

  • G5 will make an effort to implement, but cannot guarantee the code will work on the G5 platform, and even if implemented, G5 will not actively support the code

  • G5 may remove previously installed code for any of the previously stated reasons

 

Process

  1. Requester submits a Customer Care ticket with the following required information:

    1. Name of vendor

    2. Vendor website

    3. Intended function of the code

    4. Indication of whether the intended function competes with G5 products or services

  2. Customer Care replies to the ticket using the following statement:

    1. Customer Care is reviewing your request with our Technical Customer Care and Product teams to determine whether or not the provided code is acceptable for installation.

  3. If the code is Google Tag Manager (GTM) code, the Customer Care Specialist performs the following steps:

    1. Identify the vendor whose code is being used in the container, and the purpose of the code

    2. Access the Third Party Vendors document, then perform the appropriate task:

      1. If the vendor is Approved, add the GTB code in the Client Hub    

      2. If the vendor is Denied, CC the AM to add the appropriate verbiage to communicate the denial to the client, then close the ticket

      3. If the vendor is not listed, use the JavaScript Approval form to forward the code for review with the applicable Product Team (Analytics, Digital Advertising, CMS, Integrations, Rep & Social)

  4. If the code is something other than GTM code:

    1. Technical Customer Care tests the code on a cloud website to verify function, then performs the appropriate task:

      1. If the code passes, Technical Customer Care escalates to applicable Product Team for review

      2. If the code fails, Technical Customer Care solves the ticket with the following statement (and/or verbiage supplied by AMO):

        1. Customer Care has reviewed your request with our Technical Customer Care and Product teams and determined the provided code is not acceptable for installation.

  5. Applicable Product Team reviews code, provides approval/denial decision to Technical Customer Care, and updates the Third Party Vendors document

  6. Technical Customer Care performs the appropriate task:

    1. If approved by Product Team, implement code using the JavaScript Widget  

    2. If denied by Product Team, solve the ticket with the following statement:

      1. Customer Care has reviewed your request with our Technical Customer Care and Product teams and determined the provided code is not acceptable for installation.

 

 

https://docs.google.com/document/d/1mg0hAwyArfFLiySptWqU6tRxp9rsgIT0JUyY3z5snvQ/edit?usp=sharing