Understanding the Issue

When a Journey is paused and reactivated, it can resolve issues with performance degradation, but this does not address the root cause of the problem. Implementing monitoring to track queued emails is a good step, but it does not fix the issue itself.

The root cause of the issue is often related to performance degradation, which can be caused by a variety of factors, including high volumes of sends, complex journey designs, or infrastructure issues.

Signature Support and Proactive Monitoring

Signature Support offers a higher level of support, including weekly calls to discuss tickets and ensure they are moving forward. Proactive monitoring is also available, which can detect issues before they become major problems. However, even with these services, Salesforce Support will not make changes or login to your instance to fix issues without instruction.

What to Expect from Proactive Support

While the Signature plan offers more hands-on support, it is essential to understand that proactive support does not mean that issues will be fixed automatically, especially on weekends. Support agents may suggest solutions or stop issues from escalating, but they will not take proactive action without instruction.

Example Support Service Agreement

// Example support service agreement
// Define the scope of work and expectations for proactive support
var supportAgreement = {
  scope: "Proactive monitoring and issue detection",
  expectations: "Support agents will suggest solutions and stop issues from escalating, but will not take proactive action without instruction."
};

Heads up: It is crucial to carefully review and understand the terms of your support agreement to ensure you know what to expect from proactive support.

Best Practices for Proactive Support

Checklist for Implementing Proactive Support

• Define clear expectations for proactive support in your agreement
• Implement monitoring to track queued emails and detect issues
• Establish a process for instructing support agents to take proactive action
• Ensure that support agents have the necessary permissions and access to take action
• Regularly review and update your support agreement to ensure it meets your evolving needs
• Consider contracting support services for weekends or peak periods
• Empower support agents to take proactive action within defined parameters

What is the difference between Signature Support and Proactive Monitoring?

Signature Support offers a higher level of support, including weekly calls and hands-on support, while Proactive Monitoring detects issues before they become major problems.

Will Support agents fix issues on weekends?

No, Support agents will not fix issues on weekends without instruction, unless you have contracted support services for weekends or peak periods.

Can I expect proactive support to fix issues automatically?

No, proactive support does not mean that issues will be fixed automatically, even with the Signature plan.

How do I ensure that support agents have the necessary permissions and access to take action?

You should carefully review and update your support agreement to ensure that support agents have the necessary permissions and access to take action.

What is the best way to implement proactive support?

The best way to implement proactive support is to define clear expectations, implement monitoring, establish a process for instructing support agents, and ensure that support agents have the necessary permissions and access to take action.