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Handbook: Update Customers runbook (#10191)

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Changes:
- Rewrote the handbook section about how to change a customer's credit
card
- Added a section about how to resolve Algolia crawler errors
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Eric 2023-02-28 15:33:27 -06:00 committed by GitHub
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handbook/customers/README.md
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@ -260,7 +260,17 @@ Customer team members can reach the engineering oncall for assistance by writing
## Runbook
### Responding to a request to change a credit card number
To change a customer's credit card number, you identify the customer's account email, log into Stripe, and choose the subscriptions associated with that account. You can then email the customer an invoice, and they can update the payment method on file.
You can help a Premium license dispenser customers change their credit card by directing them to their [account dashboard](https://fleetdm.com/customers/dashboard). On that page, the customer can update their billing card by clicking the pencil icon next to their billing information.
### Algolia crawler errors
At least once every hour, an Algolia crawler reindexes the Fleet website's content. If an error occurs while the website is being indexed, Algolia will block our crawler and respond to requests with this message: `"This action cannot be executed on a blocked crawler"`.
When this happens, you'll need to manually start the crawler in the [Algolia crawler dashboard](https://crawler.algolia.com/admin/) to unblock it.
You can do this by logging into the crawler dashboard using the login saved in 1password and clicking the "Restart crawling" button on our crawler's "overview" page](https://crawler.algolia.com/admin/crawlers/497dd4fd-f8dd-4ffb-85c9-2a56b7fafe98/overview).
No further action is needed if the crawler successfully reindexes the Fleet website. If another error occurs while the crawler is running, take a screenshot of the error and add it to the GitHub issue created for the alert and @mention `eashaw` for help.
## Customer codenames
Occasionally, we will need to track public issues for customers that wish to remain anonymous on our public issue tracker. To do this, we choose an appropriate minor planet name from this [Wikipedia page](https://en.wikipedia.org/wiki/List_of_named_minor_planets_(alphabetical)) and create a label which we attach to the issue and any future issues for this customer.