One week before refresh:

  1. Support sends a comm out to all clients that includes opt-in instructions for anyone using the Salesforce integration who wishes to do a synced refresh of their SF environment at the same time we are performing a refresh of Sand10.
  2. Support tickets are created for any opt-in requests.


Day of refresh (morning):

  1. Tally final list of who is doing a synced refresh and who is passing. Assume anyone who hasn’t reached out is not doing a synced refresh.
  2. Give list to Carlos in the #acme-sf-support channel on Slack.


Day of refresh (afternoon):

  1. Watch #acme-sandboxes channel to see when Sand10 goes down, and when it’s back up with Prod data, alert Carlos in the #acme-sf-support channel. 


Day of refresh (afternoon/once Sand10 is back up):

  1. Respond to Support tickets to let clients know we are done on our end, and ask them to let us know when their SF data update is complete and integration users have been reset, so that we can reactivate integration.

  2. Reach out to Carlos on #acme-sf-support channel once each client says they're ready (he has visibility on this too and usually is already on it).

  3. Once Carlos confirms the integration is back up for each client, share an update with them and resolve their ticket.