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Project Management FAQ

What is the protocol for responding to clients?

Within the working day. If we need more time to investigate, still acknowledge the email within the working day and let the client know that we will get back to them soon. 

 

When the client reports an error in their instance, what should I do? 

  1. Acknowledge that we have received it 
  2. Try to re-create the error (to verify that it is indeed a platform problem) , or ask for client for link / screenshot of error message 
  3. If it’s problem related to product , report in Slack: #help_product (Note: if it’s a very urgent issue that needs fixed right away and it’s morning Asia timezone, please ping Quinn/ Jana to use urgent email to wake Europe dev team up)
  4. If it’s a problem that can be investigated or fixed by analyst, assign Paymo task to the analyst 
  5. Update the client within 24 hours and once problem is resolved 

 

What is the list of basic information/docs which need to be asked to the client if they want to add a new data source and destination?

 

How should I share or request credentials with clients or agencies? 

  1. Request in #help_it for Jan to create a new vault for the client.
    • Typically, for each new project we have a new vault in 1Password c_clientname to share credentials internally 
    • If we are sharing with client we need to create a new one c_ext_clientname
  2. Ask Honza to add client to this new vault through their email 
  3. The Client should receive an email with instructions from 1Password to create an account and leave their password in a secure way.

 

What should I do if the client sends credentials over email? 

  1. Copy the credentials over to 1Password
  2. Ask client never to do it over email again 

 

How do I request for a new component? 

You should request for a new component (connector or loader) only when it is defined in the scope of work contracted with a client, not for prospective clients. If unsure, check with Quinn. 

The steps are as follows: 

  1. Ask for access & documentation: 
  • API: API documentation, base URL to access API, API token generated by client
  • Database: credential to log in DB with read-only access, ask if VPN is required / URL needs to be whitelisted, data model/ERD, data dictionary 
  • sample data from the intended data source
  • Fill in the component request form in #dev_wishlist_component 

    • Once a component request is received, it will be assessed and development work will be planned for during Dev team’s weekly meeting. 

     

    How to grant access for new users of client's BE/MI?

    1. Get written confirmation from client that we can grant access 
    2. To grant access to a user from an agency or client, add them by creating a new User
    3. To grant access to a Meiro staff, request for it in #help_it and assign to Jan. Meiro employees should access all instances through Okta.

     

    How to check the list of existing components and request for components?

    This should have the updated list: https://docs.meiro.io/books/meiro-integrations/page/introduction-to-meiro-integrations-with-list-of-integrations 

     

    How are new clients contact added to welcome emails & product newsletters?

     

    Not automated clients I.e. Clients with instances on premise or instances not managed by Meiro

    1. Sia Fong gets new users from PMs whom instances are not automated for welcome emails and product newsletters
    2. Sia Fong will create or update MailChimp database with new users.
      1. For Emtek & BCA, it will be added to New Emtek & BCA users - 27 Oct 2021 specifically.
      2. For welcome emails, Sia Fong will tag the emails with "New users - since 1 Sept 2021" tag and emails will automatically be sent
    • Go to MailChimp
    • Click Audience > Select MEIRO.IO GENERAL > Manage Audience > Import Contacts > Copy & Paste or Upload file > select audience, status and check “Update any existing contacts”
    • Choose a tag:
  • Sia Fong will update Karina for product newsletters
  • Karina will send out product newsletters

    •  

    Automated clients

    List of clients with automation set:

    • bca.cdp.meiro.io (<- this is dev instance)
    • cdp.banking.demo.meiro.io
    • cdp.bat.meiro.io
    • cdp.chemist.meiro.io
    • cdp.drmax.meiro.io
    • cdp.ecomm.demo.meiro.io
    • cdp.internal.meiro.io
    • cdp.megapixel.meiro.io
    • cdp.rombii.meiro.io
    1. PM to reach out to Sia Fong for new clients to add instance to automation list
    2. Sia Fong assigns an analyst to add to workspace
    3. Analyst will load user emails from workspace to MailChimp. Any new emails added after 1 Sept 2021 will automatically receive welcome email. 
    4. Sia Fong will update Karina for product newsletters
    5. Karina will send out product newsletters

     

     

     

     

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