Prodcast: Checking the Dates

It’s important to not only know the build time frames on the customer side, but also to know our internal time frames as well. So on the customer side, except for starters, all customer build time frames are 8 business days unless we’re building a large or complex site.

On the internal side, the builders are given 4 business days to build the site, along with 2 days for QA to look it over for a total of 6 business days for new build projects.  If something happens and you need the site back in less than 6 business days, then you will need to submit an expedite request.

Please keep in mind that not all expedite requests are approved.  Especially during high volume times, QA and the builders will use up every minute of their 6 business day allotted time.  So when you submit an expedite request, we have the builders look the project over, and if they have the bandwidth to handle it in the requested time, then they’ll approve it.  If they don’t feel they can handle it based on project size or don’t have the bandwidth to accommodate it, then they WILL deny it.  And while we always try to do what’s best for the customer, we actually do get quite a few denials, especially toward the end of the week, so please keep that in mind if you ever have to submit an expedite request.  Remember, an expedite request should only be a last resort.

Prior to sending up any new build project, make sure you’re actually checking each item on the checklist.  Remember, the checklist is there to help you, and ensuring each item is done as you go through it will save you a lot of headaches and stress in the future!  As you can see here on the checklist, making sure your next appointment is after the customer due date is at the top of this list since the first item is just to let you know that you can’t go back once you submit.

So after you click complete in MODGI, always remember to go back to the Jira ticket and refresh the page to make sure it’s displaying the correct status. As you can see here the status is correct, so we’ll now check the dates.

The customer due date is BEFORE the appointment date, so it’s good to go.

The reason why it’s so important to check the dates is because Jira doesn’t always calculate the business days correctly and sometimes the due date can land on the same day as the appointment date or even afterwards which doesn’t work because you need at least a day as a buffer.

Jira also doesn’t account for holidays either, so it’s doubly important to make sure the dates are correct if a holiday is coming up.

So as a recap, always make sure you go back and check Jira after you click Complete in MODGI!  Don’t trust Jira to get it right.  Like I said at the beginning, this is by far the easiest clarification to avoid, but also the easiest one to miss.

Customer due date should always be BEFORE the appointment date.  If you have to change the date, make sure it still gives enough time for the build and the QA.  If it falls under the standard build time, have your TM/TL add a note in the comments.

If changing the date gives you less than 6 business days to complete the build, then you’ll have to submit an expedite request, which we’ll cover in more detail in an upcoming Prodcast.

Jira does not calculate holidays, so take that into account if there is a holiday coming up.

And even though this is no longer considered a critical clarification, we’ve seen misses like these cause a bad customer experience because of project delays and appointment rescheduling, so make it easier on yourself by getting it right the first time.

As always if you have questions, you can lean on teammates, your Team Lead, Team Manager, and of course you can always reach out in L2.

Thanks for watching, and stay tuned for another episode of the Prodcast!