How to manage Client Service Suspensions

Purpose

To provide a clear and consistent process for suspending a client’s services due to a client request or automatic trigger from multiple failed payments. This SOP ensures internal alignment, accountability, and smooth communication throughout the process.

Scope

This SOP applies to the Support Team, with critical coordination from the Support Manager, Marketing, Creative, and CRM Teams. It covers all service suspensions initiated either by a direct client request or as a consequence of multiple failed payment attempts.

Definitions

Prerequisites

Before initiating this SOP, the following must be in place:

• Access to Monday.com (specifically the Suspension Board, Failed Payment Board, and Client Bible).
• StudioHub admin access.
• Help Scout login.
• Google Chat access.
• Appropriate Suspension email templates (stored in Help Scout).
• Access to Ignition with permissions to modify services and billing.

Triggers

This process is triggered by one of the following:

• An email from a client requesting a temporary suspension of services, received via Help Scout or direct email.
• A client’s weekly service payment fails 4 times in a row, as confirmed and tracked in the Failed Payment Board on Monday.com.

Roles and Responsibilities

Step-by-Step Process

1. Identify The Suspension Trigger

• Client-Requested: Triggered by a client's direct email or Help Scout message requesting a temporary service suspension.
• Payment-Failure-Based: Triggered automatically once a client’s payment has failed 4 consecutive times, as accurately tracked in the Failed Payment Board on Monday.com.

2. Log the Suspension in Monday.com

• Open the Suspension Board in Monday.com.
• Create a new item with the following required fields:
  • Client Name
  • Owner (Support Specialist assigned)
  • Reason: Client Request / Failed Payment
  • Suspension Start Date
  • Suspension Finish Date (if known, for client-requested suspensions)
  • Notes via Update (Add background, approvals, and communication history here).

3. Approve the Suspension (If Client-Requested)

• For client-requested suspensions only:
  • Message the Support Manager in Google Chat.
  • Wait for explicit approval from the Support Manager before taking any further action.

4. Suspend the Client’s Services

• StudioHub Access:
  • Log into StudioHub.
  • Locate the client's sub-account and pause it.
• Marketing Services:
  • Notify the assigned Marketing Specialist via Google Chat to pause all active marketing services and deliverables for the client.
• Billing in Ignition:
  • Go to Ignition, navigate to the client's profile, then select the "Services" tab.
  • For each active service the client is charged for:
    • Click "Edit" on the service.
    • Toggle on the "Discount" option.
    • Enter the exact amount of the service charge into the discount field. (E.g., if "Meta Advertising Management" is $150, enter $150 as the discount).
    • This effectively zeroes out the charge for that service while retaining the service line item for easy reactivation.
    • Click "Save."
  • Note: For client-requested suspensions where billing was previously paused entirely, re-confirm that the billing cycle is adjusted to resume upon reactivation. For payment-failure suspensions, this "zeroing out" method ensures no new charges occur while the service line items remain active.
• Monday.com Updates:
  • Go to Monday.com, switch to the "Client Bible" board.
  • Find the client's entry and update their status to "Suspended."
  • Switch to the "Operations" workspace, navigate to the "Suspensions" board.
  • Ensure all required details for the suspension are entered and up-to-date.

5. Notify the Client

• Once all suspension actions in Step 4 are complete and logged in the Suspension Board, notify the client via Help Scout.
• Use the correct Help Scout email template based on the suspension trigger:
  • Client-Requested Suspension:
    • Template Name: [Insert specific template name, e.g., "Client Suspension Confirmed"]
    • Action: Send this template to confirm the suspension, clearly outline the process to resume services, and reassure the client. Include a line confirming that billing has also been adjusted/paused in Ignition, if applicable.
  • Suspension Due to Failed Payments:
    • Trigger: When the "Attempt" column in Monday.com for the client's failed payment is updated to "Attempt 4 Failed" (as per Step 4. of the "Suspend the Client's Services" section), this action will automatically trigger the "Services Suspended - Failed Payment" email template to be sent to the client via Help Scout.
    • Verification: The Support Specialist should verify that this automated email was sent by checking the client's conversation history in the "Closed" mailbox in Help Scout, and confirm the "Billing Email" in the Client Bible is valid.
    • Content: This automated email informs the client that services have been suspended following four failed payment attempts and includes a direct prompt and link to update their billing details to resume services.

6. Monitor and Resume Services

• Review the Suspension Board during weekly Support Team check-ins to identify clients ready for reactivation.

  Resumption actions depend on the original trigger type:

  • Failed Payment Suspension:
    • Trigger to Resume: The client successfully resolves the outstanding payment issue (confirmed via Ignition or payment system).
    • Actions to Resume:
      • Confirm payment is successful and billing is active (i.e., the "zeroed out" services are now correctly charging).
      • Log into StudioHub and reactivate the client's sub-account.
      • Notify the assigned Marketing Specialist via Google Chat and/or tag them in Monday.com to resume all paused marketing services and deliverables.
      • Go to Ignition, navigate to the client's services, and toggle off the discount for each service to reinstate the original charges.
      • In Monday.com (Client Bible), update the client’s status to "Live."

      • In Monday.com (Suspensions Board), update the item status to "Unsuspension" and set the "Suspension Finish Date."

        Client-Requested Suspension:

    • Trigger to Resume: The client reaches the agreed-upon suspension end date, or contacts SWEAT Digital directly to request resumption of services earlier.
    • Actions to Resume:
      • Confirm the resume request or check if the auto-resume date has arrived.
      • Resume or reinstate billing in Ignition if previously paused.
      • Log into StudioHub and reactivate the client's sub-account.
      • Notify internal teams (Marketing, Creative) to resume any paused tasks and deliverables.
      • In Monday.com (Client Bible), update the client’s status to "Live."
      • In Monday.com (Suspensions Board), update the item status to "Unsuspension" and set the "Suspension Finish Date."

Notes

• Comprehensive Check: Always confirm that CRM access, billing, and team communications are all actioned before marking a suspension as resumed to ensure a smooth transition.
• Escalation: If a client does not respond or fails to resolve payment issues within a reasonable timeframe after the fourth failed attempt, escalate the case to the Support Manager for further review and potential cancellation.
• Documentation: Ensure all steps, communications, and status changes are accurately logged in Monday.com for complete record-keeping.