[{"data":1,"prerenderedAt":1493},["ShallowReactive",2],{"handbook-\u002Fhandbook\u002Fsales\u002Fcustomer-success":3,"handbook-nav":784},{"id":4,"title":5,"body":6,"description":16,"extension":777,"meta":778,"navigation":779,"path":780,"seo":781,"stem":782,"__hash__":783},"handbook\u002Fhandbook\u002Fsales\u002Fcustomer-success.md","Customer Success",{"type":7,"value":8,"toc":751},"minimark",[9,13,17,22,36,39,43,46,49,101,111,114,117,126,130,169,173,178,181,227,231,261,265,268,276,280,289,292,305,309,312,372,376,379,457,464,468,472,475,484,487,496,499,502,505,508,511,514,518,525,528,532,535,571,575,578,581,588,591,596,598,602,605,612,615,633,637,640,678,682,685,688,692,719,723,732,735],[10,11,5],"h1",{"id":12},"customer-success",[14,15,16],"p",{},"FlowFuse CSMs are to drive adoption and expansion within accounts. Customers\nshould be provided help and support to connect their assets, build applications\nfor their organisation, and automate workflows. To do so, a playbook is created\nto build one way we do things and have one asset to update with the learnings.\nThe purpose of this playbook is to ensure FlowFuse customers build applications\nto optimize their operations, thereby positioning FlowFuse as the platform over\ntraditional Manufacturing Execution Systems (MES) and Supervisory Control and\nData Acquisition (SCADA) systems. FlowFuse is focussed on\nfarming\u002Fgrowing\u002Fcultivation. We're a hunter organization at first, though, the\nmarket currently accepts our product mostly through internal growth.",[18,19,21],"h2",{"id":20},"engagement-and-responsibilities","Engagement and Responsibilities",[14,23,24,25,29,30,35],{},"CSM should be involved as soon as account executives ",[26,27,28],"strong",{},"commit to a deal",". This\nis before a deal closes and is signed. From the moment an AE commits to a deal\nonboarding starts for CSM. To understand what their high-level goals are with\nour product, and what the company as vendor can provide soon to a new customer.\nThe AE will\n",[31,32,34],"a",{"href":33},"\u002Fhandbook\u002Fsales\u002Fengagements\u002F#closing-a-deal","close the deal",", at which\npoint CSM takes over.",[14,37,38],{},"Onwards, CSM is responsible for the full customer lifecycle, from establishing\nonboarding progress and completing this process, managing and tracking what's\nbeing built on our platform and the strategic significance, and ensuring\ninspiration to build new things right after. Throughout having customers achieve\nvalue and Return on Investment (ROI), cultivating internal champions, and\ndriving strategic expansion (horizontal and vertical). CSMs are also the primary\nFlowFuse contact that can establish and accelerate the pace of replacing or\naugmenting legacy MES\u002FSCADA systems with our product. In turn resulting in\nhigher net revenue retention (NRR) rates, and the development of strong customer\nadvocacy that will further fuel FlowFuse's growth.",[18,40,42],{"id":41},"customer-success-methodology","Customer Success Methodology",[14,44,45],{},"The basic principal of CS is to help customers succeed in their goals by getting\nvalue from our services. The assumption is, where customers get value they are\nlikely to consciously recognize that value, be open to gaining more value, and\nrecommending FlowFuse to potential customers. This should in turn result in\ncustomers remaining with FlowFuse for longer, delivering greater revenue, and\nencouraging more of their professional and personal networks to join FlowFuse.",[14,47,48],{},"FlowFuse has a diverse customer-base. When devising a strategy to deliver CS it\nis important to recognise the key cohorts within our customers. They are grouped\nas follows:",[50,51,52,65],"table",{},[53,54,55],"thead",{},[56,57,58,62],"tr",{},[59,60,61],"th",{},"Cohort",[59,63,64],{},"Key Traits",[66,67,68,77,85,93],"tbody",{},[56,69,70,74],{},[71,72,73],"td",{},"Trial",[71,75,76],{},"Not paying for services",[56,78,79,82],{},[71,80,81],{},"Starter",[71,83,84],{},"Low number of Node-RED instances",[56,86,87,90],{},[71,88,89],{},"Pro",[71,91,92],{},"Smaller applications, collaboration on applications",[56,94,95,98],{},[71,96,97],{},"Enterprise",[71,99,100],{},"Large scale applications, extensive use of FlowFuse's features",[14,102,103,104,110],{},"You can view our current customer-base and their cohorts in\n",[31,105,109],{"href":106,"rel":107},"https:\u002F\u002Fmain.flowforge.cloud\u002Fui\u002F#!\u002F7?socketid=reLw4efoWf45RfOsAACH",[108],"nofollow","this report","{rel=\"nofollow}.",[14,112,113],{},"CS activity is planned to manage each of the cohorts with appropriate support &\ncommunications. The support and communications will be in some cases fully\nautomated and in others will involve individual actions by our CS team, such as\nholding regular review meetings with customers.",[14,115,116],{},"The key goal of CS is to migrate customers from the trial status, down the table\nof cohorts above, and where appropriate onto being an Enterprise customer. It is\nhowever important to consider that some customers would not benefit from our\nbroadest offerings of services. Appropriate resources should be put into\ncustomers who have found lasting value further up the cohorts table.",[14,118,119,120,125],{},"To ensure a smooth onboarding experience and long-term success for our customers, we follow a structured ",[31,121,124],{"href":122,"rel":123},"https:\u002F\u002Fdocs.google.com\u002Fdocument\u002Fd\u002F1LqttB5AWueJfahdCciqloS4MSRhDZQRVHjla5xR4toU\u002Fedit?tab=t.0#heading=h.rwalcx5xuqez",[108],"Customer Success Playbook"," for our Pro and Enterprise customers. This playbook outlines key activities, engagement points, and best practices that guide our Customer Success team in supporting each customer’s goals throughout their journey with FlowFuse.",[18,127,129],{"id":128},"playbooks","Playbooks",[131,132,133,141,148,155,162],"ul",{},[134,135,136],"li",{},[31,137,140],{"href":138,"rel":139},"https:\u002F\u002Fdocs.google.com\u002Fdocument\u002Fd\u002F1yxO53QHwBChNAoERLlB0kGRCNdPJzzHV9X0aLZKX8HU\u002Fedit?tab=t.0",[108],"Onboarding Playbook",[134,142,143],{},[31,144,147],{"href":145,"rel":146},"https:\u002F\u002Fdocs.google.com\u002Fdocument\u002Fd\u002F1zdbhuljqM9AU5ok9Mq24xOiD7-YUHJunO3NNYLcdtZM\u002Fedit?tab=t.0",[108],"CS health score",[134,149,150],{},[31,151,154],{"href":152,"rel":153},"https:\u002F\u002Fdocs.google.com\u002Fdocument\u002Fd\u002F1jrtTNEFgiY3NTHMBMm67y2P1Pm3qeIsxy8mckOEg9s4\u002F",[108],"Churn Playbook",[134,156,157],{},[31,158,161],{"href":159,"rel":160},"https:\u002F\u002Fdocs.google.com\u002Fdocument\u002Fd\u002F1MPgtKuI3pSD5yIgWaSfywxP8YrqAdFjgmfLPB7V9sGE\u002Fedit?tab=t.0",[108],"Expansion & Growth",[134,163,164],{},[31,165,168],{"href":166,"rel":167},"https:\u002F\u002Fdocs.google.com\u002Fdocument\u002Fd\u002F1_s9JW-cD9yuRKS1Ztcc29wtxGIrdmhKjwZyoDIkkMRE\u002Fedit?tab=t.5xzj4a2p6zxn",[108],"Meeting structures",[18,170,172],{"id":171},"customer-success-tools","Customer Success Tools",[174,175,177],"h3",{"id":176},"data-sources","Data Sources",[14,179,180],{},"To drive CS, we need to utilise data across various platforms to understand what\nour customers need from us to succeed. the main platforms we use are as follows:",[50,182,183,193],{},[53,184,185],{},[56,186,187,190],{},[59,188,189],{},"Platform",[59,191,192],{},"Key Data",[66,194,195,203,211,219],{},[56,196,197,200],{},[71,198,199],{},"FlowFuse Cloud's Database",[71,201,202],{},"Current usage of the platform and uptake of features",[56,204,205,208],{},[71,206,207],{},"Stripe",[71,209,210],{},"Expenditure",[56,212,213,216],{},[71,214,215],{},"HubSpot",[71,217,218],{},"Interaction with support and marketing content on our website and in emails",[56,220,221,224],{},[71,222,223],{},"GitHub",[71,225,226],{},"Record of upcoming and shipped features",[174,228,230],{"id":229},"useful-customer-data","Useful Customer Data",[131,232,233,240,247,254],{},[134,234,235],{},[31,236,239],{"href":237,"rel":238},"https:\u002F\u002Fmain.flowforge.cloud\u002Fui\u002F#!\u002F0?socketid=LPUnOyHnjGM_GqrnAAAd",[108],"Team, User, Instances & Devices Growth",[134,241,242],{},[31,243,246],{"href":244,"rel":245},"https:\u002F\u002Fmain.flowforge.cloud\u002Fui\u002F#!\u002F1?socketid=LPUnOyHnjGM_GqrnAAAd",[108],"Customer Cohorts",[134,248,249],{},[31,250,253],{"href":251,"rel":252},"https:\u002F\u002Fmain.flowforge.cloud\u002Fui\u002F#!\u002F2?socketid=LPUnOyHnjGM_GqrnAAAd",[108],"Device Agent Adoption",[134,255,256],{},[31,257,260],{"href":258,"rel":259},"https:\u002F\u002Fmain.flowforge.cloud\u002Fui\u002F#!\u002F4?socketid=zuEy1h2ZhTjyhCnuAABB",[108],"User Audit Interactions",[174,262,264],{"id":263},"communication","Communication",[14,266,267],{},"To deliver automated and manual communication with customers, we use HubSpot\nCRM. HubSpot allows us to collaborate as a team. This is vital when manually\ncommunicating with customers as well as operating automated email campaigns\nbased on a customer's current cohort and interaction with their account.",[14,269,270,271,110],{},"We have built an integration in Node-RED which can extract data from our\nplatforms then append it to a customer's record in HubSpot. The integration as\nwell as any other CS resources built in Node-RED are hosted on FlowFuse Cloud\nand can be\n",[31,272,275],{"href":273,"rel":274},"https:\u002F\u002Fmain.flowforge.cloud\u002F",[108],"accessed in this application",[18,277,279],{"id":278},"shipped-feature-updates","Shipped Feature Updates",[14,281,282,283,288],{},"Customer success contacts FlowFuse customers and prospective customers (anyone we have had in a sales cycle who has requested a feature) when a requested feature is shipped. To facilitate this, there is a view in the Development board on GitHub called ",[31,284,287],{"href":285,"rel":286},"https:\u002F\u002Fgithub.com\u002Forgs\u002FFlowFuse\u002Fprojects\u002F1\u002Fviews\u002F61",[108],"\"CS View\"",". It filters to all issues marked Done by the Engineering team, and those with the label Sales Request or Customer Request. The Customer Success Manager will review this board upon each release and contact customers or prospects who requested a feature to inform them that it has shipped, and invite a conversation or feedback.",[14,290,291],{},"All team members are asked to identify customer and prospect requests in the following way:",[131,293,294,297],{},[134,295,296],{},"On a GitHub issue, use the label Sales Request or Customer Request, as appropriate. (A request is a Sales Request when a member of the Sales team learns that a prospect is interested in a feature. It is a Customer Request when an existing customer makes a request. An issue can be both a Customer Request and a Sales Request.)",[134,298,299,300,304],{},"Customer-specific context (which deal or account the request is tied to) does not go on the public issue. Mention the request on the deal's representative issue inside FlowFuse\u002Fproduct, and if a public issue already exists for the same request, reference that existing one from the deal issue rather than opening a new one. See ",[31,301,303],{"href":302},"\u002Fhandbook\u002Fsales\u002Fhubspot\u002F#deal-management","Deal Management",". Sales and Product share responsibility for maintaining this link, including for past requests, so any feature request can be traced back to the deals it pertains to.",[174,306,308],{"id":307},"hubspot-properties","HubSpot Properties",[14,310,311],{},"For FlowFuse Cloud customers, we add various useful data to our CRM records to\nhelp us better understand who each customer is and how they are using FlowFuse.\nThey are as follows:",[50,313,314,324],{},[53,315,316],{},[56,317,318,321],{},[59,319,320],{},"Field name",[59,322,323],{},"Description",[66,325,326,339,352,364],{},[56,327,328,331],{},[71,329,330],{},"FFC-Tier",[71,332,333,334,338],{},"This links each contact on HubSpot to the tier their team is currently associated with. Where a contact is in more than one team with different tiers we will show the tier which is expected to deliver the highest ARR. You can view the current contacts by tier in ",[31,335,109],{"href":336,"rel":337},"https:\u002F\u002Fapp-eu1.hubspot.com\u002Freports-list\u002F26586079\u002F182668969\u002F",[108],".",[56,340,341,344],{},[71,342,343],{},"FFC-Actions",[71,345,346,347,351],{},"This shows actions which have been taken by someone on a team this contact is on. To see a full list of available actions view ",[31,348,109],{"href":349,"rel":350},"https:\u002F\u002Fapp-eu1.hubspot.com\u002Freports-list\u002F26586079\u002F182831966\u002F",[108]," in HubSpot",[56,353,354,357],{},[71,355,356],{},"FFC-Usage",[71,358,359,360,338],{},"This field shows a contact's answer to how they are planning to use FlowFuse Cloud, you can view the options and current data on ",[31,361,109],{"href":362,"rel":363},"https:\u002F\u002Fapp-eu1.hubspot.com\u002Freports-list\u002F26586079\u002F182851924\u002F",[108],[56,365,366,369],{},[71,367,368],{},"FFC-Events (deprecated)",[71,370,371],{},"This legacy field showed email campaigns which had been triggered to be sent to each contact. For example, after 24 hours if a user had not used out snapshots feature the integration between FlowFuse Cloud and HubSpot would add the relevant tag to this user. HubSpot would in turn send the email to the contact. This way of working is being replaced by FFC-Actions as that field can triggered email campaigns based on action or inaction as well as adding value to our CRM.",[18,373,375],{"id":374},"inbound-support","Inbound Support",[14,377,378],{},"For FlowFuse customers, there are two ways to get support, through support\ntickets or go to the community forum. Where to go when is described below.",[50,380,381,391],{},[53,382,383],{},[56,384,385,388],{},[59,386,387],{},"Topic",[59,389,390],{},"Support venue",[66,392,393,404,413,425,437,447],{},[56,394,395,398],{},[71,396,397],{},"Billing",[71,399,400],{},[31,401,403],{"href":402},"..\u002F..\u002Fsupport\u002F","Support ticket",[56,405,406,409],{},[71,407,408],{},"FlowFuse Application",[71,410,411],{},[31,412,403],{"href":402},[56,414,415,418],{},[71,416,417],{},"FlowFuse Feature Requests",[71,419,420],{},[31,421,424],{"href":422,"rel":423},"https:\u002F\u002Fgithub.com\u002FFlowFuse\u002Fflowfuse\u002Fissues",[108],"FlowFuse repository",[56,426,427,430],{},[71,428,429],{},"Node-RED Application",[71,431,432],{},[31,433,436],{"href":434,"rel":435},"https:\u002F\u002Fdiscourse.nodered.org\u002Fc\u002Fvendors\u002Fflowfuse\u002F24",[108],"Community Forum",[56,438,439,442],{},[71,440,441],{},"Node-RED flows",[71,443,444],{},[31,445,436],{"href":434,"rel":446},[108],[56,448,449,452],{},[71,450,451],{},"Custom nodes",[71,453,454],{},[31,455,436],{"href":434,"rel":456},[108],[14,458,459,460,338],{},"If you're not a FlowFuse customer, or in your trial phase, please go to the\n",[31,461,463],{"href":434,"rel":462},[108],"community forum",[174,465,467],{"id":466},"support-tickets","Support Tickets",[469,470,215],"h4",{"id":471},"hubspot",[14,473,474],{},"We use HubSpot to manage our customer support tickets for the managed FlowFuse\nplatform. We can give each FlowFuse team member access to HubSpot by assigning\nthem a seat.",[14,476,477,478,483],{},"If you wish to be granted access to HubSpot please post in the FlowFuse\n",[31,479,482],{"href":480,"rel":481},"https:\u002F\u002Fflowfuse.slack.com\u002Farchives\u002FC031K13FLDD",[108],"#support-tickets","\nSlack channel.",[14,485,486],{},"Whenever a customer raises a new ticket, a message is posted into slack\n#support-tickets.",[14,488,489,490,495],{},"This will allow the whole team visibility of a new ticket, to reply to a ticket\nwe need to use the Help\n",[31,491,494],{"href":492,"rel":493},"https:\u002F\u002Fapp-eu1.hubspot.com\u002Fhelp-desk\u002F26586079\u002Fview\u002F233410279\u002Flist-view",[108],"Desk UI in HubSpot",".\nOnce you reply to a ticket (if nobody in our team has already replied) you will\nbe assigned as a ticket owner. Once you are a ticket owner you will get alerts\nvia the HubSpot Slack app each time a customer replies. You are the only person\nwho gets these alerts so it's important you deal with them in a timely manner.\nYou can assign the ticket to someone you feel is a more appropriate owner using\nthe HubSpot interface in the top right corner of the help desk. You may want to\nassign a ticket to a team member if you are out of office due to holidays, time\nzones etc so that the customer continues to get the support they need.",[14,497,498],{},"When replying to a ticket, you can either send a message to a customer via live\nchat or an email. Please ensure you check if the customer is still online before\nusing live chat, that can be checked by looking for a green circle next to their\navatar on each post. If you don't see the green circle you should switch to\nemailing the customer.",[14,500,501],{},"You can also add comments to a ticket which will only be visible to our team.\nThis is a great place to add more context for other team members and ask for\nhelp. You can send an alert to a team member by adding @teammembername to your\ncomments.",[14,503,504],{},"When replying to the ticket one should have the intent to always reply with\nlinks to FlowFuse articles or documentation. If these resources are missing,\nplease start or update where applicable.",[14,506,507],{},"Where a conversation needs to happen with regards to a ticket between FlowFuse\nteam members, we should use the comments feature in the ticket rather than\nhaving a parallel conversation in Slack. This allows anyone who wants to help\nwith the ticket can see all relevant information in one place.",[14,509,510],{},"Where you can help by replying to a customer you should do so rather than asking\nthe ticket owner to relay messages. Working this way saves time, reduces the\nchance of the wrong information being passed to the customer, and shows that our\nwider team is invested in tickets which should have a positive impact on\ncustomer satisfaction.",[14,512,513],{},"When a ticket is assigned to you please monitor it for a conclusion. If it's\nunclear to you if the customer's request was satisfied please ask the customer\nto confirm they don't need any further help. Once the customer doesn't need any\nmore help on the ticket please close it using the info bar on the right side of\nthe ticket inbox. Look for the 'Ticket status' section and change the drop down\nto closed.",[469,515,517],{"id":516},"scope-of-support","Scope of Support",[14,519,520,521,338],{},"FlowFuse customers will only get support for issues relating to the FlowFuse\napplication or their account & billing. Any questions around Node-RED itself or\ntheir flows should be redirected to the\n",[31,522,524],{"href":434,"rel":523},[108],"FlowFuse Community forum",[14,526,527],{},"3rd party nodes are not supported at this time. It is reasonable to point a\ncustomer direct to a repo for a 3rd party node question.",[469,529,531],{"id":530},"sla","SLA",[14,533,534],{},"Support availability and response times are defined by the customer’s subscription level:",[131,536,537,556],{},[134,538,539,540],{},"Pro (Standard Support)",[131,541,542,545,548],{},[134,543,544],{},"Support available 24 × 5 (Monday to Friday, UTC-2 timezone)",[134,546,547],{},"First Response SLA: Next business day (within 24 hours)",[134,549,550,551],{},"Support tickets can be submitted at ",[31,552,555],{"href":553,"rel":554},"https:\u002F\u002Fflowfuse.com\u002Fsupport\u002F",[108],"our Support Form",[134,557,558,559],{},"Enterprise (Enterprise Support)",[131,560,561,563,566],{},[134,562,544],{},[134,564,565],{},"First Response SLA: 4 hours",[134,567,550,568],{},[31,569,553],{"href":553,"rel":570},[108],[469,572,574],{"id":573},"escalation","Escalation",[14,576,577],{},"Where the issue relates to a bug in the FlowFuse application then the person\ndealing with the ticket should aim to reproduce that bug and then raise an\nappropriate issue in GitHub, The issue should reference the support ticket but\nnot mention the customer by name. Once raised the issue URL should be added to\nthe ticket and shared with the customer for visibility. The ticket should not be\nclosed until the bug is resolved.",[18,579,436],{"id":580},"community-forum",[14,582,583,584,587],{},"As the Node-RED forums are intended to be vendor neutral, FlowFuse has a\n",[31,585,463],{"href":434,"rel":586},[108]," too.",[469,589,517],{"id":590},"scope-of-support-1",[14,592,520,593,338],{},[31,594,524],{"href":434,"rel":595},[108],[14,597,527],{},[18,599,601],{"id":600},"quarterly-business-review","Quarterly Business Review",[14,603,604],{},"For all customers that are over $10k ARR, or are manually nominated because of\ntheir growth potential to the company, a quarterly business review is offered to\nthem and scheduled. FlowFuse offers these meetings each quarterly, hence the\nname Quarterly Business Review (QBR). By meeting, FlowFuse can understand,\npro-actively, how the customer is progressing with their adoption.",[14,606,607,608,338],{},"Record customer calls using Fathom per the ",[31,609,611],{"href":610},"\u002Fhandbook\u002Fsales\u002Fmeetings\u002F","Sales Meetings guide",[14,613,614],{},"For each meeting, the goals are:",[616,617,618,621,624,627,630],"ol",{},[134,619,620],{},"Relationship building -- By having a conversation instead of email, we hope\nthere's more space for in-depth discussion and candor in the conversation.",[134,622,623],{},"Assess Problem-Value alignment -- Understand if the problem the customer felt\nbefore buying FlowFuse has been mitigated, or what FlowFuse needs to do to\nfurther mitigate this.",[134,625,626],{},"Issue prevention -- By proactively reviewing progress, potential roadblocks\nor challenges can be identified and addressed early, preventing customer\ndissatisfaction or churn.",[134,628,629],{},"Broader feature adoption -- Often customers are paying for a package that\nincludes more value than they're currently extracting. Help the customer with\nadoption and getting more value from the product",[134,631,632],{},"Data collection -- Provide space and time for the customer to provide\nfeedback on the product and experience. Allow them to request feature ideas,\nor ask for bug fixes.",[18,634,636],{"id":635},"procedure-for-handling-a-churned-customer","Procedure for Handling a Churned Customer",[14,638,639],{},"The Customer Success manager is responsible for executing the following steps\nwhen an annually-billed customer chooses not to renew their subscription:",[616,641,642,654,660,666,672],{},[134,643,644,647,648,653],{},[26,645,646],{},"Update Contracted Customer Tracker"," Access the\n",[31,649,652],{"href":650,"rel":651},"https:\u002F\u002Fdocs.google.com\u002Fspreadsheets\u002Fd\u002F1n99ROi49GHdmHjYivbwGlKYH28Qh-x0QZUrxiO9ppHg\u002Fedit?gid=0#gid=0",[108],"CS Customer tracking","\nand move the churned customer to the \"Churned\" tab. Add the churn date and the reason for churning.",[134,655,656,659],{},[26,657,658],{},"Cancel Subscription in HubSpot"," Cancel the subscription on their account page in HubSpot, to ensure no further invoices are\nsent.",[134,661,662,665],{},[26,663,664],{},"Close Opportunities in HubSpot"," In HubSpot, locate any open Growth and\nRenewal opportunities related to the churned customer. Move these\nopportunities to \"Closed Lost\" to reflect the customer's decision not to\nrenew.",[134,667,668,671],{},[26,669,670],{},"Announce Churn in Slack"," Post an announcement in the Slack channel\n#dept-sales, summarizing the reasons for the churn. Encourage the team to ask\nquestions or suggest ways to learn from the situation.",[134,673,674,677],{},[26,675,676],{},"Send Customer Acknowledgment and Learning Questions"," Send an\nacknowledgment email to the churned customer. Include any relevant questions\naimed at understanding their reasons for churn and gathering feedback for\ninternal improvement.",[18,679,681],{"id":680},"notifying-customers-of-downtime-for-flowfuse-cloud-kubernetes-migrations","Notifying Customers of Downtime for FlowFuse Cloud Kubernetes Migrations",[14,683,684],{},"Occasionally, we need to restart customer instances of Node-RED on FlowFuse\nCloud to migrate them to a new server at AWS. To manage this, we inform\ncustomers in advance, giving them time to restart their instances. If they don’t\ndo so within that time, we’ll restart the instances for them. Sometimes, an\ninstance might not restart properly, so we need to ensure everything works\nsmoothly and notify the customer with instructions if any issues arise.",[14,686,687],{},"Our goal is to minimize the number of customers needing to restart their\ninstances and reduce how many we need to handle manually. Ideally, the migration\nshould happen without customers even noticing.",[174,689,691],{"id":690},"steps","Steps",[616,693,694,703,711],{},[134,695,696,699,702],{},[26,697,698],{},"Set Up the New Server Early:",[700,701],"br",{},"\nThe new server should be ready at least 90 days before the migration\ndeadline. This ensures any new instances or manual restarts automatically\nmove to the new server.",[134,704,705,708,710],{},[26,706,707],{},"Notify Customers 30 Days Before:",[700,709],{},"\nCreate a list of instances that need to be migrated 30 days before the\ndeadline. Send an email to each team, explaining which instances need to be\nrestarted. Make sure the email is clear, concise, and easy to follow.",[134,712,713,716,718],{},[26,714,715],{},"Review 7 Days Before Deadline:",[700,717],{},"\nA week before the deadline, review any remaining instances. 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