Send Offboarding Customer their Runbook from ITG

Send Offboarding Customer their Runbook from ITG

Info
Runbooks do not contain ticket information

1. Remove any mention of Mission Control or any other GGIT vendor from the customer's documentation.  
2.  Archive the security and backup assets so that customer knows they will no longer be active.  
3. Create a Snippet in the SecureNotes app to send the runbook (Dropbox) password to the appointed recipient. Add this verbiage to the Snippet below the password:

Please save this information. We do not save this password and runbook password resets are billable. 

Set the snippet to expire 5 days after it will be sent to the recipient. 

Schedule the following email to be sent from support@ address on Documentation Handover Date. 


Subject: Download Your IT Documentation - [offboard ticket number can go here]

Hi [CUSTOMER NAME],

 

Below is a link to download a searchable PDF of your documentation:

 [DROPBOX LINK HERE]

 

The password for the link can be accessed here for FIVE DAYS ONLY:


[Link to secureapps PASSWORD FOR DROPBOX FILE GOES HERE]

 Please immediately access the password and make a note of it before this link expires. Requests for password resets are billable. 


The link to your runbook is a public link, and the PDF contains your passwords, so please let us know after you have downloaded the file so we can delete it from our cloud storage to protect the security of your passwords and other data.

 
For your protection, this link will expire no later than one month from today. 

 Please note:

  1. If any of your managed devices are  in a deactivated state, they will still be visible in your runbook. Deactivated devices will be labeled as "Inactive." 
  2. Any services that have been cancelled or will be cancelled as of the termination of your agreement will either not appear in the runbook, or may appear with a "square" icon, indicating the information is historical and is no longer applicable. 

Please let us know if you need anything else. Best of luck with your new provider.

Sincerely,
Geek Girls IT Services



    • Related Articles

    • How to Send Confidential Info Using the Secure Note Web App

       Use this app to send sensitive info such as passwords and bank account info in encrypted manner. Do not send sensitive info using plain text or via email or SMS.  Log into https://securenotes.app/ .  On the left, under Snippets, click "New snippet." ...

    • Customer Reports Workflow

      Workflow On the first of the month we have scheduled all Datto RMM reports to send with "Scheduled RMM Report: " followed by Autotask/Datto Company Name in subject. Recipient: Info@nygeekgirls.com . A PowerAutomate rule (RMMREPORTFIX1) processes the ...

    • Customer Offboarding Letter Template

      Dear Customer, The purpose of this letter is to assist with your transition from Geek Girls IT Services ("Consultant") to your new IT service provider. We understand that this is a process and may require scheduled timing of services to be ...

    • Customer Sends Support Request to Address Other Than Support@

      When a customer emails you directly, politely ask the customer to send the request to the support address: To expedite service, can you please send your support request to support@nygeekgirls.com. Thanks!

    • Lob Basics

      How to send a document via Postal Mail We can send invoices via postal mail by using Lob.com The Lob credentials are shared in the Office folder in the Keeper vault. From the Lob dashboard, Print & Mail > Letters. Choose black and white unless color ...