Notification for Outages

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  • Updated 4 years ago
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This conversation has been merged. Please reference the main conversation: Service Issue: send notifications to email or SMS

Is there a way to get email notifications when service is down? That would be much better than finding out a customer has been trying to call me and getting "call failed"
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Luquette

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Posted 4 years ago

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Jesus Anaya, Champion

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Notifications of outages is a great idea. 

1. It would save my time. I am calling to find out what is going on, since the green status light is still there, and I have no way of knowing that my issues are widespread and not just an issue on my account. A notification that a datacenter is down, or that RC's engineers are actively investigating a problem that could potentially be affecting my service is a an easy and cheap to implement tool to maintain customer satisfaction.
2. Automatically sending RFOs to all customers or even affected customers, would also be helpful, instead of expecting the customer to call in to get an explanation. If I hadn't actively searched the community and read through all the outage thread posts, I would not have known that RC expects me to post my case number or call in in 5-7 days for an RFO. 
3. It would significantly lower the call volume to support during outages. This means lower wait times for those that do call in, and opens up more of your support team's time to deal with actual issues they can fix for unaffected customers. Overall this significantly increases the level and quality of support for all. It would probably even lower the stress levels of the support reps.

Can anyone give reasons NOT to implement this? 

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