Customer Contact Process

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This page was last updated 35 months ago (on 2023-04-21). Verify the information is still accurate before relying on it.

• Preparing a Single-Customer Communication
  • If the Cloud Ops team opened the case …
  • Notify and Update the Customer
• Preparing a Multi-Customer Communication
  • Identifying the Affected Customers and Product
  • Generating a Contact List
  • Utilizing Email Templates for Contact List Emails

Preparing a Single-Customer Communication

In the event of a service disruption that affects a single customer, either the customer will have opened a case with us or the Cloud Ops team will have opened a case using the Support portal.

If the Cloud Ops team opened the case …

The internal staff member who opened the case will have indicated in the subject or description which customer is affected.

• Change the case’s Account Name to the affected customer.

• Look through the Related Contacts on that Account for all contacts that have the Named Technical Contact field selected.

• Change the case’s Contact to one of those Named Technical Contacts. But remember who all of the Named Technical Contacts are because the first communication out on the case will need to go all of them.

Notify and Update the Customer

There will be 3 types of emails:

• The announcement of the service disruption.

• The updates on the progress towards resolving the service disruption.

• The announcement of the resolution of the service disruption.

Start the email reply on the case by adding all Named Technical Contacts on the “To” line and then draft the email. You may use the templates provided or you may write your own:

• To use the templates provided , click on the Template icon (in the red circle in the screenshot below), and choose the appropriate template for New Incident, Incident Update, or Incident Resolved, and then

  • Edit the template for the appropriate audience. This includes the subject and body of the email.

  • Replace {Lyniate Product Name} with the applicable Product name (RaaS, Corepoint, CaaS, NextGate, or Envoy)

  • Clear email of phone numbers and references to Products not part of the current issue.

• Alternatively, to write your own email , the important things to communicate are as follows …

  • For an announcement of a service disruption:

  • That we are aware of an issue in their environment(s) that may be causing an outage, connection disruption, slow performance, or unprocessed messages.

  • Which environments are affected.

  • That we are investigating and working to restore services as a priority.

  • That we will provide further updates as soon as possible.

  • Bonus: The date/time (either in UTC or the customer’s time zone) of when the service disruption started.

  • For updates on progress:

  • That we are continuing to investigate the issue and restore services.

  • That we will provide updates as soon as possible and we will notify them once services have been fully recovered.

  • Bonus: When the next update will be (e.g., in an hour) and any details about what issues have been identified and what work has been done to restore services.

  • For an announcement of resolution:

  • That services have been restored and all environments are operational.

  • “Please confirm that your environments are operating normally and contact Support if you are still seeing issues.”

  • That we will drop the priority level of the case to P3 and leave the case open until we have provided the customer the root cause analysis.

  • Bonus: The date/time (either in UTC or the customer’s time zone) of when services were restored.

Leave the Status on the case as “Pending Internal” until we have provided the root cause analysis (RCA) to the customer. Through the incident management process, the Support representative will be included on the customer incident team (CIT’s) internal chat and will need to prompt the participating Cloud Ops members for updates at the intervals committed to the customer. (For example, for long-running incidents, we should commit to updating the customer once an hour. So, 15 minutes before each hour, the Support representative needs to prompt the Cloud Ops participants for the status that can be provided to the customer).

Preparing a Multi-Customer Communication

In the event of a service disruption that affects multiple customers (e.g., due to AWS outage), the Cloud Ops team will open a conversation in the Cloud-->Incidents channel with information about the nature of the incident, the affected customers, and what expectations we can set about next steps.

For example,

The “US-East-1 AZ -2a” AWS availability zone is experiencing a service outage. The Lyniate Cloud Ops team has determined that the following customers are impacted:

• RaaS: 1) spanishpeak 2) qventus 3) cdph 4) avesis 5) thirdwayhlth

• CaaS: 1) duly 2) KNRI 3) epic garden

We do not yet have ETA but please notify customers of this service outage and inform them that Lyniate teams are working with AWS to restore their environments. We will provide an update within xx minutes.

TSEs will take this information and notify customers using the “List Emails” feature in Salesforce. To draft a List Email, a TSE needs to know the following:

1. Which customers are affected.

2. Which affected product the customer has.

3. Which pre-written email template to use.

Identifying the Affected Customers and Product

See this page for the information that the Cloud Ops team will use to notify the Support team of the list of affected customers and their affected product instances.

Generating a Contact List

1. Choose "Contacts" from the dropdown.

2. Ensure "All Contacts" is selected in the upper left-hand corner.

1. Click the "Show Filters" icon in the upper right-hand corner.

4. Click "Add Filter" at the bottom of the filter list.

5. Configure the new filter with the Field "Account: Customer Number".

1. Gather the customer number for each organization within the impacted audience.

7. Enter the customer numbers of the impacted audience in the Value field, separated by commas.

8. Click "Done".

1. IMPORTANT : Click the dropdown next to "Save" and choose "Save as"

* Note: Choosing Save will save over the "All Contacts" view for all Salesforce users.

1. Name the new List View of contacts. Please use the convention of "YYYY-MM-DD Description of Issue".

2. Choose "Only I can see this list view".

1. Click "Save".

Anyone with a check in the "Named Technical Contacts" box, within the specified organization’s Contacts, will now be contacted when using that list.

Utilizing Email Templates for Contact List Emails

1. Use the newly created Contact list to create an email.

   1. Click the “Send List Email” button for the newly created Contact List

2. Set “From” email to proper Support Emails

3. Insert Template

4. Choose the appropriate template from “All Classic Templates”

a. New Incident

b. Incident Update

c. Incident Resolved

5. Edit the template for the appropriate audience. This includes the subject and body of the email.

6. Replace {Lyniate Product Name} with the applicable Product name (RaaS, Corepoint, CaaS, NextGate, or Envoy)

7. Clear email of phone numbers and references to Products not part of the current issue.

8. Send email.