How to process a document change request from a customer. Below are the different types of document requests and how they should be handled.
1. Document Edits and Updates
- Requirements
- Do they have a Premium or Pro subscription? Only Premium and Pro accounts can customize their contract.
- Are they adding multiple documents or one document? Premium accounts are only allowed to have one document.
- Is this request coming from a Lifestyle or Sunlight exclusive installer? You can tell this by this by using the query below. If organization_type is "OTHER", "INSTEXCL" ,"CHMGREXCL" or "CHPARTEXCL" the document request from someone in org listed under "uo2.name" in the query. (I.e. Sunlight or Lifestyle.) We cannot process document updates from them.
- Did they specify the changes they wanted to be made either with a screenshot of the document, an annotated PDF or a new Word document?
- If the requirements have not been met:
- If the account cannot edit a doc or add an additional doc due to their subscription, let them know they can do if they are will to pay an additional fee per month and send them this article and a link to their account manager so they can process the extra fees.
- If the requester does not have the authority to request, let them know the financier or managing partner must make the request.
- If the document edits were not submitted in the correct format, let them know we need document edits in a certain way and send them this article.
- After verifying the requirements have been fulfilled, please create a CS ticket. Instructions on how to create the ticket /wiki/spaces/SS/pages/111116328 and instructions on the assignee here.
- Once the ticket is UAT (you can see ticket status under linked issues) communicate to the customer their request has been fulfilled and close the ticket.
Query
select ucu.email, uo.name, uo.organization_type, uo2.name
from user_customuser ucu
inner join user_organization uo on uo.id = ucu.owned_by_organization_id
inner join user_organization uo2 on uo2.id = uo.customer_partner_id
where ucu.email like '%{email of requester}%'
order by ucu.email