EDMA Operational procedures and responsibilities

Purpose

This document outlines the essential information to maintain the day-to-day operations of our BI systems.

Application / System	Person Responsible	Backup	Trigger when	What we need to do
Salesforce	Business Ops
Okta	ICT

Application / System	Person responsible	Backup	Trigger when	What we need to do
Monte Carlo Data	Lavanya Sakhamuri	Phuong Nguyen (Unlicensed)	There is a request to upgrade data collector	Raise the question to Amy Luong from MC Data in slack #mc-sitemider
Dialpad	Shanu Jain (Unlicensed)	Siddhant Panda (Unlicensed)	When you need support from Dialpad team	Raise a concern with Craig Titherington (Unlicensed) , he estanblishes a case with support and can involve the account manager if needed
Intercom	Siddhant Panda (Unlicensed)	Shanu Jain (Unlicensed)	When you need support from Intercom Support	Raise a concern with Craig Titherington (Unlicensed) , he estanblishes a case with support and can involve the account manager if needed
Tableau	Aksha Kurtarkar	Phuong Nguyen (Unlicensed)	When the Tableau Server is Down or we need support from Tableau Support Tableau Support case is raised via Customer Portal. If the team is having a license issue	Raise a ticket with Tableau Support. Also let the account manager Rowan Lemke <rowan.lemke@salesforce.com> know of the case number. For license issues, verify what the issue is, check the expiry of the license, and look for a knowledge base to help you around. If all options are exhausted, then raise a Tableau support ticket and follow up with the account manager.

Application / System Name
Person Responsible: Primary EDMA team member will contact the internal team / external vendor when an issue happens
Backup: The backup EDMA team member will contact the internal team / external vendor when an issue happens, and the primary team member is unavailable. If we haven’t had one, mention “None”.
- Tableau Backup: The team back’s up the latest Tableau Dashboard to this folder on Google Drive
Trigger when: describe the situation in the past where we need to escalate to our internal team/vendors
What we need to do: describe more details on what we need to do so that we can manage it properly in the case of absence.
- Email/Call someone
- Submit the support ticket via this link….