Information
- Emergency tickets can be submitted by emailing emergency@realgeeks.com
- In an autoresponder to every ticket sent to Zendesk, we include the following excerpt:
- "In the case of a true emergency (ie. your website or CRM is down), please email us at emergency@realgeeks.com. Please reserve this email for the unlikely event where you are unable to use the service."
Process
- When an emergency ticket is received, it is logged in the slack channel called #emergency-tickets. They will also be added to the Support queue in Zendesk.
- Emergency tickets should be responded to immediately.
Who responds?
- During work hours, anyone may respond to the ticket.
- After hours and on Sundays, the Escalation team is on rotation, but that shouldn't prevent anyone else from helping out.
What is an Emergency?
An Emergency would be any of the following:
- The website is offline or inaccessible.
- CRM is offline or inaccessible.
- Domain email is not working.
There are some other Urgent-priority issues that may be sent in as an emergency that we should still address.
- Unable to log in.
- Taking the Site Live.
- Adding MX Records for immediate domain email functionality.
- Anything that would genuinely prevent a client from conducting business.
Emergency Channel Abuse
Emergency channel abuse is when a party continues to send tickets to emergency@realgeeks.com despite the topics not being covered above.
- First offense: This is usually an accident and we're lenient. A friendly remind to reserve the emergency email address for true emergencies and give a couple of examples if needed.
- Second offense: Generally, we'll send a final warning about the use of the emergency channel. Use your judgment to see if this is being done with intent or if this was another happy accident. We can forgive accidents.
- Continued Abuse: Should a party continue to use the emergency email for their ticket submissions, the ticket can be inserted into the Support queue where it belongs following the Ticket Triage guidelines.