In Salesforce:
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Go to Contacts, then find the 'Active Customers' view
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If BOTH Bryt 2 and 3 are down, click the 'Send List Email' button.
- Proceed to step 3
2b. If only Bryt 2 or Bryt 3 is down, first use the 'Funnel icon' under the Printable View button to filter the contact list.
- Under 'Matching all of these filters', click on the filters box to open a new menu.
- Then click 'Done' and 'Save' to filter out V2/V3 customers.
Note: The 'Send List Email' button will cover all users on the list view even if it's more than 200, as long as you've filtered the view correctly to include/exclude v2/3 then they'll be included in the email. -
In the “Send List Email” box, insert the corresponding template by clicking the 'Page with a Plus Symbol' icon on the bottom left of the dialog box, found next to the ‘Attachments’ icon.
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Select from one of the following based on the assessed status of the outage.
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Bryt Website is currently down... - Use upon being notified and verifying Bryt is down
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Bryt Website is back up... - Use when Bryt Website is back in service
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Bryt Website is back up... details - Use to provide details about the outage
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Note: Whoever is sending the email will be the sending 'From' address.
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Once you've selected a template, add a line to the inserted email template that says you'll be updating them within 1-2 hours. Once that's done, click the 'Send' button to send to all recipients
- Repeat this process until the outage is resolved.
Upon Outage Resolution:
1. Use the 'Bryt Website is back up...' template to quickly notify clients that Bryt is back up.
2. The final step involves Bob/Brian using the 'Bryt Website is back up.. details' email template which will include details about what happened and how it'll be prevented in the future.
Post-Process (Optional):
- If there are people who weren't included in the email list, go to the Salesforce contact list and click 'New' (next to the Import | Send List Email | Printable View button options).
- Then fill out their First and Last name, their email, under Account Name search for their Tenant name to associate this new contact with and select it.
- Under the Bryt Information section, check 'Bryt User' and then add their Tenant ID by looking it up via the Bryt Admin site.
Lastly, you may receive a .csv file of failed communication with a list of recipients. For those who opted out, you may consider reaching out to them individually by sending a BCC email but we can't do much since they've opted out. Otherwise, for the failed recipients, we should check their current email in the system and verify it's correct (if it's correct, it's likely an issue with the email server/service).
