iCP OUTAGE PROCEDURE

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:

Check iCP System Status

support@hubbardswim.com is subscribed to receive updates from System Status when there is a change.

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):

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.
Contact our current iCP Accounts Liaison cc Matt/Jessie.
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.

From the left column, select Class Roster
Select Location
Select Day of the Week
Select Get Roster
Then download using the button on the bottom right.
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

RingCentral

Phones > Call Handling Away Message
Customer Support Away Message: Tech Difficulties: iCP Outage (no VM)

This is a message only and does not accept voicemails. The message informed families that the class management software is not affecting our lessons and that we are running swim lessons as usual. It directs families to contact us through the Contact Us form on the website.

Support Vacation Responder

See Gmail > Vacation Responder
Add and Format:

We regret to inform you that our class management system, including the Hubbard Swim app, is temporarily unavailable. However, lessons are running as scheduled. We will attend to your request as soon as possible. Thank you for your patience.

ICP Restored

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

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