Documents / Contracts

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. A Basic subsciption customer or exclusive installer wants their current contract template

• IThings to check:
  • Do they have a Premium or Pro subscription?  Only Premium and Pro accounts can customize their contract.  
• The email is generated when a Sighten partner is approved to sell Renew 
• The body of the email should confirm the Renew products the customer would like to quote.  
• Daniel Etra (daniel@renewfinancial.com) should appear as a requester in the email
• The ticket will look something like this:

2. A Premium or Pro customer wants to edit their current contract

• Renew will respond to the ticket with the contractor ID

3. Make a CS ticket 

• The CS tick should look similar to this - CS-2363.
  • Assignee = Vlad
  • Epic = Renew Financial Configurations
  • Place contractor ID in the description of ticket
  • Copy the products the contractor would like to Quote from the support ticket
  • Copy the name of the installer into the description of the ticket. 
• Instructions on how to make a linked CS ticket from Support are /wiki/spaces/SS/pages/111116328.

4. Account is configured

• Vladimir Ivanovic (Unlicensed) will configure an account with Renew products according to the instructions here.
• Marko Spasic will QA account and move into UAT when done.  The assignee will be the reporter of ticket 

5. Support will respond account and let them know the products are live

• Support team will receive notice ticket is in UAT.
• Support will send customer email below and assist in setting up a time for training.