(Internal) Support: Data export policy

Objective

Data exports (prospects, projects, sequences) have been a common request from our customers, whether it is churn, or team migrations. The data we store in Gem is the customer’s data and they have all rights/access to it (Data Policy). Historically, this has not been an issue, but could be a liability, as the Personal Identifiable Information (PII) is included in all aspects of a data export. This policy is designed to provide an organization standard step-by-step process for any team making a request for their data.

Steps

Ticket Creation (done by anyone)

1. Customer asks for all their candidate’s data to either success@gem.com, support@gem.com, or Gem Point-of-Contact
2. Route to Support for Zendesk Ticket creation for tracking purposes

Steps (TSE)

1. TSE will follow these steps based on customer type:
• FFS
1. Inform customer that we do not provide exports for FFS
• Scaled Team
1. Confirm requester is a team admin and user domain matches team domain
2. Support will reach out to customer for the reason of request
3. Once a reason is provided, make an internal note in the Zendesk ticket and add Amy Bellara as a follower (example ticket)
• Enterprise/MM
1. Confirm requester is a team admin and user domain matches team domain, then alerts CSM via Slack
2. Support will CC and add CSM as follower and reach out to customer for the reason of request
3. Support will wait on CSM approval to move forward
2. Support creates Asana task for engineering (Template)
3. Deliverable will be downloaded and moved into Dropbox Transfer (Dropbox Transfer Doc)
4. Support will provide the link and 1 view/download of the deliverable
5. Support will destroy the file

Steps (Enterprise/MM Customer Success Manger)

1. Receive contact from TSE for data request
2. Receive CC from Zendesk ticket email thread when Reason request is sent to customer
3. Inform TSE via Zendesk Internal Note

Because we have different customer levels, here is a table determining responsibility:

Example : (example ticket) Team @genericteam.com is churning, moving to a different team in Gem, but wanted to bring all their candidates with them. Multiple emails over the course of 2 days and a slack conversation with their Gem Point-of-Contact (SDR). We had to verify that the customer was a team admin, then verify with the Gem SMB Account Executive via slack before beginning creation of the Asana task for engineering.

Who is this for?

• Any Team that fulfills the standardized process set in place (team admin, gem CS confirmation, and reason)
• Teams that have export data greater than the 2,000 candidate export limit
• Users that need projects/sequences and are moving to different teams
• Teams that have churned within 90 days of their contract completion

Notes

• If a contract for agency is saying they want a contract’s data, we are not obligated to provide the data to them.
• This is a hard “no”.
• Edge case: can’t access dropbox because it is blocked?
• Maybe OneDrive as a backup? Consult team.

• Objective
• Steps
• Ticket Creation (done by anyone)
• Steps (TSE)
• Steps (Enterprise/MM Customer Success Manger)
• Who is this for?
• Notes