Proactive Customer Communication

Introduction

From time to time it may be necessary for us here at Crownpeak to get in touch with you or members of your team when we identify an issue with your integration. In this article, we will detail when and how Proactive Customer Communication is sent and what is required of you or your team.

What is Proactive Customer Communication?

Unlike Service Incidents, where an issue affects multiple customers, Proactive Customer Communication is when the Crownpeak team identifies an issue or potential issue with the integration of an individual customer.

Proactive Customer Communication comes in 2 forms:

• An Alert - Where we have identified an issue that is adversely affecting the customer's integration and action is required, either by Crownpeak or by the Customer.
• A Warning - Where we have detected something that is not currently causing disruption or degradation to the Crownpeak service but should be addressed nonetheless.

When and How are Proactive Customer Communication sent?

When

Proactive Customer Communication is sent any time we detect an issue or potential issue with your Integrations. For Alerts, they will be sent 24/7. For Warnings, we only send Proactive Customer Communications during business hours.

Example situations in which we will send you Proactive Customer Communication is:

• Alerts
  • Query API:
    • Performance degradation was detected like for example resulting in increased error rate or Increased latency on published query endpoints
• Warnings
•   Data API:
  • Unexpected delays in data trigger processing on live1 and test1 environments
  • Merchandising Studio was unexpectedly unavailable during business hours not due to reindex

How

When an issue is detected for which  Proactive Customer Communication is necessary the team will raise a ticket putting the registered emergency contact on your account as the requester with any additional contacts copied in. This will send an email to the registered emergency contact and all those in copy detailing the issue we have detected and what, if any, action is required.

If an email distribution list is used on your side to keep key stakeholders in the loop we highly recommend a Support Portal account is created for the distribution list, and it is added to the emergency contact list.

What is required of me?

In both Alerts and Warnings, a call to action may be included. If any action on your part is necessary we will include as much detail as possible in the ticket and will be on hand to assist should you have any additional questions or if anything is unclear.

If no call to action is included it means we are working on the issue and will provide further updates as they become available.