This article provides a structured process for the support team to follow when receiving and handling a V3 Go Live Request. This process includes steps to verify that required conditions have been met, preparing and executing the data purge process, and post purge verification of the system to ensure a smooth Go Live transition for the customer.
Table of Contents
- Receive the Go Live Request from the Customer
- Verification of Import Completion
- Process for Performing the Data Purge
- Documenting and Finalizing Go Live
Receive the Go Live Request from the Customer
1. The customer submits the Go Live Request Form to V3 CoreBridge Support with a preferred go live date.
2. Support receives the request and verifies that the ticket name matches the owner's name and their contact information is linked to the company.
3. Send a notificiation to Customer Success Manager (CSM) informing them of the scheduled Go Live.
4. Send confirmation that the request has been received to the customer using the "V3 Go Live Request Response" canned response.
Verification of Import Completion
Before proceeding, confirm whether an import has been performed.
1. Review the Go Live Request Form where the customer indicated whether an import has been performed. This is an import of company and contact information into their V3 CoreBridge system.
a. If an import has NOT been performed. Check for an open import request in Freshdesk. If needed, contact the CSM for additional information on the import. Confirm the import timeline.
Note: Do NOT proceed with the purging of data if the import is pending.
b. If the import is confirmed as completed or if the center will not be importing and is ready to go live and conditions have been met, support can proceed with the data purge.
Note: It is recommended that the import should be scheduled the day before their Go Live date.
Process for Performing the Data Purge
1. Preparing for the Data Purge.
a. Check the following areas in the system to see if any information exits.
- Payments
- Estimates
- Orders
- Reconciliations
2. Executing the Data Purge. Navigate to the purge tool by going to Support Module / Customer Success / Business Go Live.
Note: Do NOT proceed with the purge until the Go Live Date.
3. Select the relevant purge options based on the customer's Go Live Request Form. Only select purge orders, estimates, payments, and reconciliations if applicable.
Note: If an import has already been completed, do NOT select the option to purge customers and contacts.
4. Begin the data purge process by clicking Begin Purge to initiate the process.
Note: The purge typically takes 5-10 minutes depending on the system load.
5. Post-Purge Verification, recheck System Data.
a. Once the purge completes, go back and verify that the following has successfully been cleared from the system.
- Payments
- Estimates
- Orders
- Reconciliations
6. Once completion has been confirmed, the system is ready for Go Live. Navigate to Support Module / This Business.
7. On the Business Details tab, set the Business Status in the dropdown to Live.
8. Notify the Customer by sending the "V3:You Are Live" canned response informing them that the system is ready. They can now begin using the their Live system.
Documenting and Finalizing Go Live
1. In Freshdesk, add a note confirming the purge was successful and Go Live is complete.
2. Send an internal note to accounting@corebridge.net and use the applicable canned response:
a. Yes they did an import with their Go Live: ALL: Billing Go Live and Import Confirmation (Go Live Folder) Adjust the response as necessary to fit the completed task.
b. No they did not do an import with their Go Live: ALL Billing Go Live and NO Import Confirmation (Go Live Folder) . Adjust the response as necessary to fit the completed task.
3. Close the Go Live Request Freshdesk Ticket.
4. Update the Company file in Freshdesk with the V3 Go Live Date.
5. Add the customer's system URL to the domains in Mouseflow:
a. Visit https://eu.mouseflow.com/websites/25ff5a3b-ec2f-433e-9a8a-894f184c36f8/settings
b. Enter the customer's URL in the Domains field (EX. company.app.corebridge.net).
c. Press the Plus button.
d. Click the Save button at the bottom of the list.