Escalated Channel Issue Tracking

Issues involving listing channels that are escalated to T2 fall into the following categories.

T2 can figure out

Most channel issues can be figured out by T2 - e.g. "Why are my rates not behaving as expected?"  T2 should reply to the ticket with appropriate information as Pending.  The T1 agent already assigned to the ticket will be automatically notified of T2's response, and so can learn from it.  Because we want to answer the client as quickly as possible, it is not normal practice for T2 to answer internally and let T1 answer the client directly.

T2 knows OwnerRez cannot fix the issue

Routine issue T2 knows the channel can fix

T2 should provide instructions to the client for reaching out to the appropriate channel tech support for assistance.

• Vrbo - ask client to get a case number and let us know what it is.  If we receive this from the client, add to the Vrbo issue tracker.

Place ticket On-Hold for 7 days, then, reach out to the client to confirm that the issue has been corrected, or to get additional information.

Example: Vrbo property not correctly displaying images, but, we've checked the API, it appears to be working correctly, and our feed links indicate that correct information was sent.  Client needs to call Vrbo IPM tech support and ask them to manually "run the feeds" on this property.  This should correct the issue within a day.

Non-routine issue T2 knows only the channel can fix

If this is a new issue where we can confirm that everything is working from our end, and that we are sending correct data, but it still isn't working, T2 needs to:

1. Report the issue to the channel directly.
2. Enter the issue in that channel's issue tracker.
3. Notify the client that this has been done.
4. Put the ticket on-hold for 7 days to revisit.
5. As the ticket resurfaces, check on the channel status, taking action as appropriate.

Vrbo

1. We must always have a PM Support case# before submitting to Shelby. If the client seems incapable, OR emailing PM Support will generate a case number in the autoresponder
2. Send email to Vrbo T2 IPM support, CC Adria and Chris
3. Vrbo Tier 2 should get?

Airbnb

1. Open an Airbnb ticket and have that ticket number before asking Dianna to intervene.
2. Send email to Dianna, CC Tier2 and Chris (https://docs.google.com/document/d/1iXj-V1RaEXIE3qUnl_dRO3RvMDHDzEQEzaLMlI-E_4o/edit#heading=h.w9kh6p7cfvhc )

Booking.com

1. Add Rex, Adria, and Chris as Watchers to the ticket
2. Open ticket with BDC (https://docs.google.com/document/d/1iXj-V1RaEXIE3qUnl_dRO3RvMDHDzEQEzaLMlI-E_4o/edit#heading=h.w9kh6p7cfvhc) 

Google Vacation Rentals

1. Add Rex, Adria, and Chris as Watchers to the ticket
2. Open ticket with GVR (https://docs.google.com/document/d/1iXj-V1RaEXIE3qUnl_dRO3RvMDHDzEQEzaLMlI-E_4o/edit#heading=h.w9kh6p7cfvhc )
3. Email to Dev@OwnerRez.com; Tier2@OwnerREz.com 

Non-routine issue that may be a bug

1. Notify the client
2. Escalate to T3
3. Enter in appropriate tracker spreadsheet
4. Add Rex, Adria, and Chris as Watchers to the ticket

T3 actions

Yep, it's a bug!

1. Open a GH, and enter that in a comment in the ticket
2. De-escalate to T2.
3. T2 will:
   1. Update the tracker spreadsheet
   2. Notify the client
   3. Take any further appropriate action, most likely Resolving the ticket.

Nope, not a bug

1. Write a full explanation in the internal comment
2. De-escalate to T2.
3. T2 will:
   1. Update the tracker spreadsheet
   2. Notify the client
   3. Take any further appropriate action, generally Pending the ticket

BUG affecting clients/channels

1. Spot the issue and escalate
2. Once engineers have fixed it, notify clients (for major clients like Big Fish, involve mgmt in the reply)
3. If our bug caused a client penalty on the channel, the appropriate OR personnel should reach out to the channel to request a penalty waiver