Daily workflow

Connectivity SLAs for Channel API Tickets

High Priority (24hr SLA)

• Tickets for tier 4/5 clients
• Escalated clients (Threatening to leave, contacting multiple departments, or minor escalations from clients being charged API fees etc.)
• Offboards/opt-outs for tier 4/5 clients

Medium Priority (36hr SLA)

• Tickets for tier 2/3 clients

Low Priority (48hr SLA)

• Tickets for tier 0/1 clients
• Offboards/Opt-outs for tier 0-3 clients

NOTE: For tickets involving multiple clients of different tiers, prioritize by the highest tiered client.

New Connection (24hr SLA)

• All emails requesting to connect to an API (these can be added to the AT queue with the SLAs below, but tickets need acknowledgement in 24 hours)

When to Prioritize Tickets The unassigned priority ticket queue should be checked throughout the day and tickets should be prioritized accordingly. Below is a guideline:

• Morning – 9am – 9:30am (Start of day)
• Late morning/midday – 11:30am – 12pm (before lunch)
• Afternoon – 2pm – 2:30pm (After lunch)
• Late afternoon – 4:30pm – 5pm (right before EOD)

Remember to add the client tier (if applicable)to all tickets including new connection & external tickets when prioritizing.

Connectivity SLAs for External API Tickets

How select SLAs:

• For all requests from a client about an external partner you follow the client’s tier using the SLAs below

  EX: BayCityBike (T3) requests about Klook (T2) → SLA is 48 Hours (T3)

• For all requests from an external partner about a client you follow the partner’s tier using the SLAs below

  EX: Klook (T2) requests about BayCityBike (T3) → SLA is 72 Hours (T2)

• For all requests from either party with the other party in CC you follow the SLAs below based on whoever has the higher tier

  EX: Klook (T2) requests about BayCityBike (T3) or vice versa → SLA is 48 Hours (T3)

• Exceptions to SLAs are weekends and urgent issues (API broken, unable to make bookings)

SLAs:

• Tier 4/5 – SLA 24 Hours

• External – New Connection – SLA 24 Hours

  *All New Connection requests for External APIs regardless of the tier of the company or OTA.

• Tier 3 – SLA 48 Hours
• Tier 2 – SLA 72 Hours
• Tier 1 – SLA 72 Hours

Connectivity SLAs for New Connections

For Viator/GetYourGuide/Expedia/Website Travel/Airbnb/Booking/Google

• Tier 3/4/5: within 24 hours
• Tier 2: 3 business days

• Tier 0/1: 4 business days

  • If a company has 10+ items the SLA times above are for first outreach. A Connectivity team member will reach out to the client to give them a status update on their integration and let them know it has begun

When to mark a ticket with the escalation tag:

• Client threatening to leave FH because of API issue
• Client expressing extreme dissatisfaction with connectivity service
• A client threatening to disconnect the API connection if their issue is not fixed (especially now that we charge for fees)
• Posted by Support or AM in the Connectivity channel because the client is continuing to reach out and has expressed extreme dissatisfaction
  • Note: Time sensitive = bump prio not an escalation. Only an escalation if expressing extreme dissatisfaction, threatening to leave or disconnect.
• Escalation because dissatisfied with OTA (all FH options have been exhausted)
• Client dissatisfied with configuration ONLY after offered all possible options and threatening to leave/disconnect because of it

Please see a list here for all current macros.

Connectivity – Which email address should I use?

Booking.com

• 32-0_d22fc66b2bc44bc2@support.booking.com – following the below communication principles on how to communicate info to their CS team to make the resolution more efficient.

Airbnb

Create a case in the support tab of the Airbnb API Partner portal. The Airbnb Connectivity team uses this for connectivity issues, questions, API errors, etc.

In the “Additional emails to CC” section include the support@fareharbor.com email address as well as the suppliers email address if needed. This will ensure that responses end up in our Zendesk queue.

Viator

• supplierapi@viator.com – Viator connectivity team – new company connection requests, connection follow-ups, needing the same API keys applied to two Viator accounts, new product connections (old extranet), new company connections (old extranet), questions about connectivity problems (error when connecting).
• supplierapi@viator.com – Viator connectivity support team – API errors for already-live companies, troubleshooting, booking logs. Note that they only store logs for the past 30 days.

Expedia

• lxapi@expedia.com – Expedia Connectivity team – use for sending completed mapping files. Also use it if you need a client’s mapping file.
• Expedia Contact Form – Use for all other inquiries and direct mutual suppliers to this form for their questions.

GetYourGuide

• supplier-api@getyourguide.com – GetYourGuide Connectivity team – use for connectivity issues and questions, also API errors and troubleshooting.

Google

• ttd-support@google.com – Things To Do (TTD) Support Team – use for TTD questions/complaints from clients that we cannot answer or about aspects of the integrations that we cannot control.
• Support for Travel Campaigns (Previously TTD Ads) – Reach out on behalf of a client or partner here.

Website Travel

• support@websitetravel.com – Website Travel Support team – use for follow ups to new connection requests/complaints from clients that we cannot answer or about aspects of the integrations that we cannot control.

When corresponding with our partners it is important to express things in terms of their language. Below is a cheatsheet to speak in each partner’s “language.”

• Airbnb

  • Host = Charter company
  • Experiences = Item
  • Host ID = Charter company ID
  • Activity ID = Item ID
  • Offering ID = additional Item ID information
  • Confirmation Code (example: TAPRJY3H) = Airbnb booking ID

• TripAdvisor/Viator

  • Item = Product
  • Customer Type = Passenger Age Band
  • Availability = Tour Option/Tour Grade
  • Item # = Product Code
  • Booking Number = Booking Reference Number (BR-#########)
• Expedia
  • Item = Activity
  • Customer Type = Ticket Type
  • Availability = Offer
  • Item # = Activity ID
  • Booking Number = Sale id
• GetYourGuide
  • Item = Product
  • Customer Type = Ticket Type
  • Availability = Start Time
  • Item # = Tour ID
  • Booking Number = GYG Transaction Reference (GYG########)
• Google
  • Charter company = Merchant
  • Item = Service
  • Customer Type = Ticket type
  • Availability = Availability

Expedia Local Expert (ELE) vs Expedia.com

If a client in Hawaii is talking about ELE they are talking about Expedia Local Expert of Expedia Offline which is through Al-Desk. If a client outside of Hawaii is talking about ELE then they mean Expedia.com.

• You must let your manager know of any vacation requests at least two weeks in advance. Any requests within the two weeks notice aren’t guaranteed.
• Vacation requests must be submitted through Workday after checking with your manager.
• Add approved vacation requests to the Connectivity OOO Calendar.
• Vacation requests on days when there is a regional holiday are not guaranteed and will be looked at on a ‘need to’ basis.
• If you have to leave early or come in late one day, you must let your manager know at least one week in advance. Daily schedule is 9am – 5pm with an hour lunch.
• Appointments that may take place during the workday, and last longer than 2hrs, must be submitted as PTO or sick time unless otherwise discussed with your manager.
• If you need to flex your schedule more long term because of travel, circumstances or location this must be approved by your manager in advance.

Given our focus areas, we must consider subteam coverage for OOO time. Please check the Connectivity OOO Calendar before requesting time off.

• No more than 2 people at a time for Enterprise & New Connections
• No more than 1 person at a time for External
• No more than 3 people at a time for Live connections

The above estimations are based on the current number of full time employees globally and will be adjusted as that number changes, if needed.

When you are OOO

Update your Slack status with the following information

• OOO
• Back [Date]
• @connectivity_team in #connectivity for questions!
• Adjust the “Clear Date” to be for the date of your return.

Before you leave:

• Post in #connectivity_team channel any outstanding projects that are likely to come up while you’re gone.

• You should always finalize any ongoing projects before going away. Any ongoing projects or tickets that will come up while away means that you’re waiting for information from the client or waiting on an internal team (ex build request) to complete the connection. For these tickets, leave summarized internal notes on the tickets to make it easier for other team members to pick up where you left off while you are OOO.

Team Member OOO and a ticket opens in their queue:

• Is the team member OOO for 2 days or less? Leave non-urgent tickets in the person’s queue and let clients know we are working on completing and will follow up once complete and submit as open in the team member’s queue.
• Is the team member OOO for more than 2 days? Sweep the team member’s queue and unassign tickets from their queue to the general queue to be picked up by the team.
• For urgent issues, always unassign from the team member’s queue, regardless of the timelines above. Weekends are included in these days.

Team Member OOO and New Connection Airtable records in their queue:

• Please make sure to follow-up on any records in Airtable that require a follow-up.

• If you get a response and the team member is OOO for 2 days or less, you can let the client know we’re working on their request

• If you get a response and the team member is OOO for more than 2 days, please claim the record and work on the new connection.

• For urgent issues, always claim the record, regardless of the timelines above. Weekends are included in these days.

Whilst our team is currently not receiving inbound calls from clients, sometimes we do call clients for easier communication (outbound calls).

Due to state laws in the NORAM region, when calling NORAM clients through Zendesk, we must provide a disclaimer that the call is being recorded prior to beginning the conversation.

Here are a few script examples:

• Hello, this is [name] calling from FareHarbor on a recorded line…
• Hello, this is [name] calling from FareHarbor. Please note that this call will be recorded for quality and training purposes.
• Hello, this is [name] calling from FareHarbor. Is it okay if we record this call for internal quality and training purposes?

FAQ’s

• Why are we doing this?

Certain state laws require consent from all parties taking part in a conversation to be recorded. This should ideally come in the form of asking for consent, but can also be accomplished by notifying the other person on the line at the start that the call is being recorded. Non-compliance may lead to litigation and high fines.

• What happens if I forget to state that the call will be recorded (Zendesk only)?

As soon as you realize that the disclaimer was not given, make sure to jot down any pertinent details in an internal note in the ticket and then submit the Request to Delete Recorded Call form. Zendesk Administrators will review submissions periodically and delete recordings.

• What if the client does not consent to call recording (Zendesk only)?

Inform them that the discussion will need to be continued via email. Request or confirm their email information and hang up the phone, following up immediately afterwards via email. After you have assisted the client, be sure to submit the Request to Delete Recorded Call form (mentioned above), to have the recording deleted.

• What about calls made through Google Meet such as trainings?

Google provides a disclaimer that the call is being recorded, so when needed we can can continue to record when communicating with clients via Google Meet.

From October 1st (only in US & EU), the connectivity team will start receiving Zendesk call transfers from Support for connectivity escalated clients.

Our Mission: to de-escalate clients, and not necessarily to fix their issue on the phone.

Call Request: the support agent will post in #connectivity tagging @connectivity_team & the client shortname. For enterprise clients the tier will also be specified and @eyesontheprize will be tagged as well.

All team members are responsible to help pick up call transfers.

Pre-Call Preparation: before responding to a call, the support agent will brief you on the issue. Open necessary dashboards and resources beforehand.

Call: our goal is to calm the client down and provide a listening ear to their issue. Help them in resolving the issue and in some cases helping them understand the complexity of the API connection and workarounds.

• Make sure to always have your VPN turned off when making/accepting phone calls.
• Before Support can transfer the call, switch your call status in ZD to Transfers only.
• Receiving the client on the call: Greeting: “Hello, this is NAME from FareHarbor Support”. Confirm with the client their issue, which the Support agent briefed you on. If you are working on a ticket with the client, confirm you are the agent they’ve been in contact with. As they explain, follow along on the dashboard. Determine if you can make the changes on the phone. If not, write a detailed note to follow up on after the call.
• Let the client know what you did or what needs to be done and what the next steps are if there are any.
• Get any contact info needed for follow up and end the call.
• Switch your call status in ZD back to offline, or you can keep it on Transfers only.

Post call: after the phone call, make sure to add a summary of the phone call in the internal note of the ticket and link any related tickets using the macro ‘Connectivity Phone call summary’.