Website Launch: What to Expect on Launch Day and Your First 10 Days

going live is a big moment, and we want you to know exactly what happens next here's what to expect and how to get the most out of your first stretch with storagely launch day once your dns has propagated and your site is live, kevin from our platform onboarding team will send you a confirmation with your live url and an introduction to our customer success team from there, you'll be assigned a customer account manager who will become your primary point of contact for everything going forward that email will also include a link to the help desk — your home base for all questions, issues, and requests if you notice something that looks off right away, submit a ticket and flag it as high priority we actively monitor newly launched sites and will move quickly your 10 business day critical review window the first 10 business days after launch are your critical review window during this period, our team pays close attention to your site — watching for integration issues, checkout errors, and anything that could affect your ability to take rentals online this doesn't mean issues are guaranteed but it does mean that if something surfaces, it gets prioritized once this window closes, support requests follow the standard queue use this window well run test rentals have your facility managers check the site if your staff notices anything that doesn't look right, surface it now how to report issues the right way not everything that comes up after launch is the same kind of problem, and each type gets handled differently a bug is something that's broken — a feature that was working and stopped, or something that was supposed to be configured but isn't displaying correctly bugs are prioritized based on their impact on your ability to take rentals site down situations and checkout failures are treated as emergencies regardless of the time of day a feature request is something your site doesn't currently do but you'd like it to these go through our product team and are evaluated against our roadmap your customer account manager can help you submit and track these a change request is a modification to something that was built correctly but you'd like adjusted — a different image, updated copy, a new page these are scoped and handled by the support team, typically within a few business days depending on complexity when you're not sure which category something falls into, just submit it and your customer account manager will route it correctly support hours our team is available monday through friday, 6am to 10pm est for revenue impacting emergencies — meaning your website is completely unreachable or your checkout is broken — submit a help desk ticket and select "critical website issue" as the issue type critical tickets are monitored and escalated 24/7 feature requests and change requests are handled during business hours only google analytics and search console if these weren't connected before launch, your customer account manager will schedule time to get them set up in your first week it's worth prioritizing — the sooner they're connected, the sooner you have baseline data to work from your first check in call shortly after launch, someone from our customer success team will reach out to schedule a brief orientation call (usually 20 to 30 minutes) this is a good time to walk through anything that came up during your first few days live, confirm your integrations are working as expected, and make sure you know how to use the help desk effectively