Improving Communications for Customer-Affecting Planned Events

December 19, 2014

Since posting Improving Communications for Customer-Affecting Events, our developers have been hard at work making the SoftLayer customer portal even better. Initially, as discussed in the previous post, we released functionality that allows us to more rapidly communicate with customers about unplanned events such as infrastructure troubles or outages. The tool also allows customers to read and follow updates. Communications are targeted to specific customers who may experience degradation of disruption to their services as a result of these events.

I’m pleased to report a new major milestone: The system is now ready to distribute planned events communications such as scheduled maintenance.

Until now, SoftLayer used read-only tickets as the method to post targeted communications to customers about upcoming planned events. Here are some of the customer benefits from moving to the Event Management System (planned events; unplanned events) within the customer portal:

  • With the mass ticket creation, only the master user account received email alerts. Now, any portal user account with a valid email address and permission to manage bare metal servers or virtual servers are now subscribed to receive the new planned event notifications.
  • Events are clearly organized in their own area in the portal—separate from tickets. The overview list shows relevant columns such as planned start and end times.
  • Customers only receive notifications relevant to their infrastructure.
  • The portal and email notifications will include a table listing which items on your account may be affected.
  • An alert bar will appear at the top of the customer portal if there is an active event in progress, which helps customers quickly find relevant information about any service impact.
  • A notification will be shown in the customer portal if customers open a ticket about a bare metal server or virtual server that is associated with an event in progress.
  • SoftLayer operational staff can rapidly post important updates to events as they arise.

No additional customer action is required in order to benefit from these improvements. However, you may wish to familiarize yourself with the Events view, which can be found under Support > Events.

When we publish information about a planned event that may affect your service, it will appear highlighted on the calendar. Customers can click directly on the date in the calendar to see an event planned for that day.

As mentioned previously, all users are subscribed by default to receive planned event email notifications. You may opt out of these notifications in the Account > Subscriptions dropdown menu.

We’ve already begun to use the new Event Management System for planned events as of December 2014. By the end of January 2015, we will cease using the system which opens up read-only tickets and exclusively use the Event Management System for future planned events.

Please take some time to familiarize yourself with this area of the customer portal, ensure that you have a valid email address associated with your login, and check your subscription settings for planned and unplanned events. Additionally please note that the Master User, as well as accounts that administer customer logins, can control subscription settings for their respective sub-users.

During the next phase of improvements to customer communications, our developers will be focusing on implementing these events in the SoftLayer mobile (smartphone/tablet) client.

Stay tuned for further updates as this work continues.

-Dani

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