Site Down CS Protocol

Site Down CS Protocol

http://serverstatus.nexgenam.com/ - This is the website where you can check the status of our servers. Green is good, if there is any Red, please alert in the Teams chat "Site Down Support (Latency, Server, etc.)".


Note: The "Site Down Support (Latency, Server, etc.)" chat is only for escalated flag/critical status tasks. Only use it if something is CRITICALLY DOWN. Do not use the chat for a dot AM site, Beta or Test site that isn't working. Those tickets do not go in that chat becuase those are a Sukhdeep/deployment thing. We only want to put the .COM or .US sites in The "Site Down Support (Latency, Server, etc.)" chat.
  1. .AM is development team
  2. .COM is client facing.
  3. .US can be client facing if they are on gov cloud

1. Immediately post in the the Teams chat " Server, Site Down, & Latency" with screen shots and tag @Sukhdeep Kaur and @Gaja Naik.

Here are some tickets to reference regarding drafts to clients:


Note for Early Morning:

If and when a client is saying their site is down and it’s early morning, please ask Rajshree to look since Gaja and Sukhdeep are most likely not available at that early time.

Put in the "CS/SD/APAC" chat when you ask her for transparency 

 

2. Please use this a reference for tagging tickets:


 We will always tag them same way: "critical server down web" Make sure they never get passed to another team.


Try to notate the ticket as much as possible. Ex. Is the client waiting, have you reached out, etc.

Ping Sukhdeep in the chat and depending on the timeline of the resolution and the status of the Teams chat information can get buired, so keep notes on the ticket of what actions are being taken.

Until clients have regained access to their sites keep the tickets in the NEW Bucket. We own those tickets and we don't pass them. We keep those Critical tickets ourselves so we can find them and mass respond or mass close when we're done. 


Here is the link to what clients are affected by different servers and their domains:

 

Get approval from Sukhdeep and Gaja if the issue warrants a Zoho Campaigns message to all clients. Gaby or Marianne will send the Zoho Campaigns email regarding whether the issue is ongoing or has been resolved.