...

• Further, not all subscription tiers are eligible for all the same configurations:

  • Basics receive cash and integrated financing

  • Premiums receive:

    • cash

    • configured financing

    • integrated financing

    • 1 customer document template

  • Pros receive:

    • cash

    • configured financing

    • integrated financing

    • 20 customer document template

    • 20 channel partner organizations

• You can see which subscriptions an organization has by logging into QuickSight and looking at the Support SalesForce dashboard

• Additionally, some orgs pay for an upgrades. Like a basic may pay to have a custom template and pay an additional $50/month. You can see those by logging into Invoiced and looking at their subscription details. See example below:

...

• In the case that they do not have the subscription level required for the request, please respond with:

Hi [Name],

To follow up on your request. We are unable to process your request since your account is at the Basic level. For you to have [insert details of request], you can reach out to your account manager, [Account Manager name], if you are interested in upgrading your account. Here is your account manager calendar link: <account manager link>

 

Thanks,
[Your name]

• If there’s no response within 3 business days, then you can close the request as won’t do.

Document Testing

• This should not prevent a request from going forward, but we should make sure to ask whether or a not a customer would like to test the document on onboard before sending the request to configuration. See email template here.

• When the document is ready for testing, you can send them a notification. You can use the email template here.