Intuitive Shipping

Tickets submitted after regular business hours with 'Urgent' in the subject line trigger a FreshDesk automation: the ticket is assigned an 'Urgent' priority status and an email notification is sent to the 'On Call' group.

Additionally, FreshDesk pushes the ticket details to Slack > #urgent-tickets channel.

General

As of January, 2022, the On Call group includes:

Paul Cann - Customer Success Manager

Michael Janes - Customer Success Rep

Greg Fluri - Tech Support Specialist

Current Support Hours: 

7:00 AM - 5:00 PM -- Monday, Tuesday

8:00 AM - 5:00 PM -- Wednesday - Friday

10:00 AM - 2:00 PM -- Saturday

*Limited support during Canadian stat holidays

Overview

Effective January 3, 2022, urgent after-hours tickets are handled by a scheduled on-call basis. The schedule will be a weekly rotation. The actual schedule (who is primary, who is backup, who is off) is maintained in an Excel file, accessible through the Slack #customer-success channel bookmarks.

Each weekly schedule begins immediately after regular business hours on Monday, and ends immediately before the start of business hours the following Monday.

Each week, there is 1 Primary and at least 1 Backup from the Customer Success team to handle urgent tickets. Typically, 1 Customer Success team member will be Off unless otherwise required due to limited staffing, etc.

Dev support may be required urgently. See 'Primary' responsibilities below for more information on how to contact the Dev team for urgent issues.

After-hours support is for urgent cases only, and is not to be provided to non-active users for any reason, or active users who are asking for technical assistance or setup advice that is not actually urgent. Set the priority status to Low and leave the ticket until the next business day.

Responsibilities

Primary

You are expected to be available to handle all urgent after-hours tickets during your scheduled week. When an urgent ticket is received, you must always verify that the ticket is in fact urgent. That means, a merchant must be an active user, and actively losing sales because rates are not being returned by Intuitive Shipping.

• Ensure you are receiving audible notifications from the #urgent-tickets Slack channel
• Verify a ticket is legitimately urgent
• If not, set the priority status to Low and leave the ticket until the start of the next business day
• If yes, immediately assign the ticket to yourself
• Respond to the merchant and advise them you're working on the issue
• If necessary, send them an access request

You will continue to work on the issue until it is resolved, or until you reach an impasse -- i.e. a bug fix is required, the merchant has not provided access

If Dev support is required immediately, contact the appropriate Dev team member, first with an @ mention in the #urgent-tickets channel, then by text or by phone if required. Dev should only be contact for dev-related issues that you know they can assist with urgently. The Dev team is not a backup for Customer Success after hours.

Time spent working on urgent tickets after hours should be logged in your time sheet, with a note indicating you were working on an urgent ticket.

If you expect to be unavailable for a period of time (handling a personal matter, travelling, at an event, sick), you must notify the Backup to let them know when you will be unavailable so that they can cover for you.

Once you become available again, let the Backup know.

Backup

You are expected to be accessible during your scheduled week to cover for the Primary if they become temporarily unavailable or do not respond to a ticket in a timely fashion. 

• Ensure you are receiving - or are able to receive - audible notifications from the #urgent-tickets Slack channel

If you are asked to cover for the Primary, you are expected to cover the Primary's responsibilities while they are unavailable.

If you expect to be unavailable for a period of time (handling a personal matter, travelling, at an event, sick), you must notify the Primary to let them know when you will be unavailable so they can notify an Emergency Backup in your absence.

Once you become available again, let the Primary know.

Off

You are not required to be accessible during your scheduled Off week.

If you are the Backup:

• If desired, disable audible notifications from the #urgent-tickets Slack channel
• Be sure to re-enable audible notifications when you become Primary

You will not be asked to cover for either the Primary or the Backup, except under unusual circumstances (the team is short-staffed due to illness or other emergencies).

Enjoy the peace and quiet!

Emergency Backup

In the event that both the Primary and Backup become unavailable at the same time, one of you must contact that Customer Experience Manager who can act as either the Primary or Backup as needed in emergency situations. Contact the CEM with an @ mention in the #urgent-tickets channel, then by text or by phone if required.