Overview

Below are the steps for an iCP outage. This procedure is not for loss of electricity or internet. 

If an outage is confirmed, there are (1) Location Tasks and (2) Customer Support Tasks to complete.

Step 1: Verify Outage & Alert

Site Supervisor or Support Team:

1. Check iCP System Status
   support@hubbardswim.com is subscribed to receive updates from System Status when there is a change.
2. Connect with Jessie, Matt & Pat about an outage via group text, providing iCP System Status and when the issue started.

Step 2: Confirmed Outage Communication to Staff

Process for Jessie (or Matt/Pat if JRF is unavailable):

1. If iCP has not listed an outage, Contact iCP Customer Support via chat or submit a ticket, and please cc Jessie@hubbardswim.com on responses.
2. Contact our current iCP Accounts Liaison cc Matt/Jessie.
3. Detail the outage and any information that may help. This email will be the chain for any updates. Send Communication to:
   • BCstaff@hubbardswim.com 
   • AllSiteSupervisors@hubbardswim.com
   • AllFrontDesk@hubbardswim.com

Location Tasks

Rosters

Note the data from Retool is captured at midnight every day. So, changes that have happened after this information was captured will not be available. 

Using Retool Dashboard, print class rosters.

1. From the left column, select Class Roster
2. Select Location
3. Select Day of the Week
4. Select Get Roster
5. Then download using the button on the bottom right.
6. Once downloaded, the data can be adjusted as needed before printing.
   • Sort by "class time" order for attendance purposes
   • Sort by "instructor" order for teacher roster

Once iCP is restored, the location will enter their attendance into iCP.

Customer Support Tasks

Phone & Email Adjustments

ICP Restored

1. Remove Vacation Responder email message
2. Remove RingCentral Messages
   1. Main Message
   2. Customer Support Away Message