Skip to main content
emily_mcdaniel_629a86
emily_mcdaniel_629a86
Gainsight Employee ⭐️⭐️
July 17, 2017

Known Issue | Sponsor Tracking - RESOLVED

  • July 17, 2017
  • 18 replies
  • 328 views
We wanted to make you aware that the Sponsor Tracking infrastructure in Gainsight is currently significantly degraded. In researching this issue with our service provider over the last week, we’ve found that the service has been degrading over the last few months and is now is no longer working for many of our customers.

IMPACT
Sponsor changes are not being passed from our service provider into Gainsight resulting in a lack of CTAs or updates.

NEXT STEPS
We are working with our service provider to research options for bringing the Sponsor Tracking infrastructure back to full functionality.

FOR MORE INFORMATION
Please subscribe to this article to receive regular updates. If you have questions more specific questions, please open a ticket with us by sending a note to support@gainsight.com.

UPDATE July 28, 2017 
You may begin to see some Sponsor Tracking notifications, as we continue to work with our vendor to fully restore the service.

UPDATE September 7, 2017 
Sponsor Tracking service has been fully restored. You should notice that the service is now working better than ever due to some product enhancements that were part of the Summer release on September 5th.  

We have implemented changes that will help filter out false positives and trivial profile changes (e.g. renaming Gainsight to Gainsight Inc.), and push only valid profile changes to you. 

Please be patient with us as we work through our backlog of tracking and validation requests over the next few weeks. During this period, there may be some minor delays in pushing profile updates. 

      18 replies

      leo_leung
      leo_leung
      Contributor ⭐️
      July 18, 2017
      @emily Who is your service provider?
      emily_mcdaniel_629a86
      emily_mcdaniel_629a86Author
      Gainsight Employee ⭐️⭐️
      July 18, 2017
      Sorry, we're not able to disclose the service provider's name publicly.
      ben_terrett
      ben_terrett
      Contributor ⭐️
      July 19, 2017
      Would this be the reason for why the linking process hasn't been working for some contacts in the last few weeks? I had a few sponsors who I would look up manually, provide the URL to gainsight, and then request to link, and the process would never complete. I can provide more details/examples if it's helpful.
      emily_mcdaniel_629a86
      emily_mcdaniel_629a86Author
      Gainsight Employee ⭐️⭐️
      July 19, 2017
      Yes, Ben, this would be the reason for the linking process not working for the last few weeks.
      tammy_hu
      tammy_hu
      Contributor ⭐️
      July 19, 2017
      Hi Emily, would this also include the opposite scenario where we have CTAs firing but when looking on LinkedIn, there is no change in title/role for the contact we're tracking?
      emily_mcdaniel_629a86
      emily_mcdaniel_629a86Author
      Gainsight Employee ⭐️⭐️
      July 19, 2017
      Tammy, yes that is related. In order to avoid this from happening, I'd suggest turning off rules that are firing CTAs for sponsor changes for now.
      tammy_hu
      tammy_hu
      Contributor ⭐️
      July 19, 2017
      Ok, thanks Emily!
      emily_mcdaniel_629a86
      emily_mcdaniel_629a86Author
      Gainsight Employee ⭐️⭐️
      July 28, 2017
      You may begin to see some Sponsor Tracking notifications, as we continue to work with our vendor to fully restore the service.
      einat_pick
      einat_pick
      Contributor ⭐️⭐️⭐️⭐️⭐️
      August 6, 2017
      Hi Emily - any update on when this will be fully resolved? What is your esitmation to the % cases where this is now OK?
      rajesh_gande
      rajesh_gande
      Helper ⭐️
      September 6, 2017
      Hi,

      Happy to let you all know that the Sponsor Tracking service has been restored fully (to the previous service levels). We already started pushing the profile updates since the last few weeks and have been monitoring the service and are satisfied with the progress made.

      Importantly, the quality of changes pushed will be significantly better now because of the manual layer we have implemented with Summer release. This layer helps filter out false positives, trivial profile changes (e.g. [i]Gainsight has been renamed as [i]Gainsight Inc.) and push only valid profile changes. Please note this is not the same as tracking all the profiles manually. The manual layer is used only to verify the profile changes.

      As the feature was down for a while, we are currently working through the backlog of tracking and validation and it might take few weeks for us to clear the backlog. During this period, there might be some delay in receiving the profile updates.

      Thanks for your patience regarding this issue. Please let us know if you have any specific questions.
        Show more replies
        Terms & ConditionsAccessibility statement