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)
- Customer asks for all their candidate’s data to either success@gem.com, support@gem.com, or Gem Point-of-Contact
- Route to Support for Zendesk Ticket creation for tracking purposes
Steps (TSE)
- TSE will follow these steps based on customer type:
- FFS
- Inform customer that we do not provide exports for FFS
- Scaled Team
- Confirm requester is a team admin and user domain matches team domain
- Support will reach out to customer for the reason of request
- Once a reason is provided, make an internal note in the Zendesk ticket and add Amy Bellara as a follower (example ticket)
- Enterprise/MM
- Confirm requester is a team admin and user domain matches team domain, then alerts CSM via Slack
- Support will CC and add CSM as follower and reach out to customer for the reason of request
- Support will wait on CSM approval to move forward
- Support creates Asana task for engineering (Template)
- Deliverable will be downloaded and moved into Dropbox Transfer (Dropbox Transfer Doc)
- Support will provide the link and 1 view/download of the deliverable
- Support will destroy the file
Steps (Enterprise/MM Customer Success Manger)
- Receive contact from TSE for data request
- Receive CC from Zendesk ticket email thread when Reason request is sent to customer
- Inform TSE via Zendesk Internal Note
Because we have different customer levels, here is a table determining responsibility:
Requester is Team Admin? Same Domain? | CS Team Needs To Know? | Who Finds Out the Reason? | |
FFS | Does not apply | Does not apply | Does not apply |
Scaled Customer | Support | Yes, Amy | Support |
MM/Enterprise | Support | Yes, CSM | Support |
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.