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Discover Financial Services - Escalation Plan

Knowledge Article Number 000232911
Description Please see the attached document as Discover Financial Services has a custom Escalation Plan that has been updated as of 6/15/2015. 

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Escalation Plan: 

(1) For initial contact in the event of performance degradation, use the aliases in Contact Plan I 
(2) If there is a system outage affecting the ability to send emails use Contact Plan I to send a notification email and then immediately initiate Contact Plan II to follow up with phone contact. 
(3) For any system issues with a duration of > 30 Minutes, initiate Contact Plan II to escalate the issue 
(4) For Send Errors, use Contact Plan I to send a notification email and then immediately initiate Contact Plan II to follow up with phone contact. 


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Contact Plan I 
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The following email addresses/aliases should be used to notify the customer of any urgent issues with deployments, site performance, etc. 


[PLEASE NOTE] THE LIST BELOW SHOULD ONLY BE USED FOR SEV 1 NOTIFICATIONS AND RELEASE NOTIFICATIONS. 

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EMAIL ALIASES/ADDRESSES FOR NOTIFICATION 

mc-dfs@salesforce.comeduardocarlos@discover.comjacobjansen-yee@discover.comTracyGuetthoff@discover.comshelbymitchell@discover.com 

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In addition, any canceled action notifications will also be sent via this distribution list. 

CANCELLED ACTION NOTIFICATIONS SHOULD ONLY BE SENT TO: mc-dfs@salesforce.com


EMAILS NOT DEPLOYING - System Down or API Unavailable: 
In the event of a SEV1 outage where the ability to send emails is impacted, the Communication to the customer MUST include a 'Emails are not Deploying' in the subject and body of the email. This email should also include detail on 

the services impacted. PLEASE USE EMAIL TEMPLATE I (see below) and then initiate Contact Plan II immediately to contact a member of the the customer Team by phone. 

PERFORMANCE IMPACTED: 
Performance issues, FTP issues, or any other circumstances that WOULD NOT impact the ability to send emails. PLEASE USE EMAIL TEMPLATE II (see below) and then initiate Contact Plan II if the incident is over 30 minutes in duration. 

SEND ERRORS: 
PLEASE USE EMAIL TEMPLATE III (see below) and then initiate Contact Plan II immediately to contact a member of the the ET/Customer team by phone. 

EMERGENCY SYSTEM MAINTENANCE: 
PLEASE USE EMAIL TEMPLATE IV (see below) and then initiate Contact Plan II immediately to contact a member of the the ET/Customer team by phone. 



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Contact Plan II 
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#### PHONE CONTACT IS REQUIRED FOR ANY INCIDENT THAT CAUSES #### 
#### A SERVICE DISRUPTION OR DEGRADATION OVER 30 MINUTES #### 

In addition to notifying the the customer Aliases in Contact Plan I: 

Initiate Contact with the following people. If the first person does not answer, attempt to contact the next person on the list. Continue until someone is contacted. 

(1) Michael Corliss, 512-850-4715 
(2) Brittany Tess, 608-751-7158 OR 224-505-9009
(3) Aimee Moeller, 312.515.4376 

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EMAIL TEMPLATES 
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Email Template I 
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*** Get in touch with the campaign team FIRST *** as this communication should come from the campaign team, as this client 
is a full service client. Our services team will be involved in fixing this issue. Call them if any send is not deploying. 



TO: mc-dfs@salesforce.com 

SUBJECT: [CRITICAL] - DFS - Emails are NOT Deploying 

BODY: 

DFS Team: 

At this time, the customer Emails are Not Deploying 

This is a system impacted notification alert to inform you that the ability to send emails through the ExactTarget platform may be impacted. 

This incident is being treated as critical on the severity scale. You will receive ongoing communication to keep you informed on progress towards the resolution. 

I will be following up with contact via the telephone to ensure that this notification was received and and to provide support during the outage and the restoration of services. 


[Signature block with Phone contact information] 


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Email Template II 
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TO: mc-dfs@salesforce.comeduardocarlos@discover.comjacobjansen-yee@discover.comTracyGuetthoff@discover.comshelbymitchell@discover.com 

SUBJECT: [HIGH PRIORITY] - ExactTarget System Impact Notification 

BODY: 

DFS Team: 

This is a system impact notification alert to inform you that the following area(s) of the application platform may be impacted. This incident is being treated as critical on the severity scale. You will receive ongoing 

communication to keep you informed on progress towards the resolution. 

The following area(s) of the application, and other services, may be impacted: 

[Impacted areas listed in the SEV1, for example, API, FTP, Clicks, Exports, Images, Imports, Programs, Sends, Subscriber-Level Activity, Tracking, Webservice] 

Please feel free to reach out to me for additional information. I will provide updates as additional information becomes available. 


[Signature block with Phone contact information] 


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Email Template III 
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*** Get in touch with the campaign team FIRST *** as this communication should come from the campaign team, as this client 
is a full service client. Our services team will be involved in fixing this issue. Call them if any send goes to error. 

TO: mc-dfs@salesforce.com 

SUBJECT: [HIGH PRIORITY] - Send Error 

BODY: 

DFS Team: 

This email is notification that the following campaign has gone to error and is no longer sending: 

Campaign Name: [Send Definition Name from the Detail Tab in Job Explorer] 
MID: 
JobID: 
Number of Emails Sent: 
Details of Error: 

I will reach out to the ET@ team via telephone to ensure that notification of this error was received and to assist with troubleshooting and resolution. 

[Signature block with Phone contact information] 


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Email Template IV 
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TO: mc-dfs@salesforce.comeduardocarlos@discover.comjacobjansen-yee@discover.comTracyGuetthoff@discover.comshelbymitchell@discover.com 

SUBJECT: [CRITICAL] - Emergency System Maintenance 

BODY: 

You are receiving this alert as we have identified that your Salesforce Marketing Cloud account is impacted by critical unplanned maintenance that is being performed. 

During this time, you will be unable to access your account and all services will be unavailable during . If your account is using asynchronous API, these calls will be queued during the maintenance and processed upon service 

restoral. Highly available links will be available during the maintenance period. 

Please accept our sincere apologies for any disruption or inconvenience that may occur during the time for this unplanned maintenance. As always, should you have any questions or need any assistance, please feel free to reach out to 

us. 

[We will reach out to advise when the maintenance is complete. Information on potential impact and time of next follow-up, unless the time has been provided] 

[Signature block with Phone contact information]




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