Billing: Termination Process (2018)

Billing
Voluntary: Customer has requested to have subscription terminated
 
Customer Calls In, Emails or Submits a Termination Request through their Control Panel
 
a.If there is not a termination request submitted through the Control Panel, submit on customer’s behalf and put original ticket number/ call log via the reason/ comment.
 
QUEUE 1: Request Received. – this is where the automated ticket confirming cancellation in PBA is sent to in Smarter Track.
  • Verify the term date and set the ticket to follow up if needed (if the termination request is in the future ex:  at the end of their billing cycle)
  • Check if subscription has been created in the last year and if commissions has been paid on the deal.  If so, send JR a copy of the termination request.
 
                QUEUE 2: Power Down
IT will Shut the server off and will rename the server in PBA with the current server name, followed by the shutdown date. IT will then change ticket status to follow-up in 30 days and transfer to QUEUE 3: “30 Day follow-up”
 
QUEUE 3: 30 Day Review
-Verify that the server is off/ there have been no payments or activity on the server in the past 30 days.
-Send Canned Reply that we will be deleting their data: “Deleting Data”
 
JAKE: QUEUE 4: Destroy Subscription in PBA
-Delete the Target System
- Unrack
-Term Plesk License
-close the ticket.
 
 
 
 
 
 
 
 
 
 
 
Involuntary: Subscription is being terminated due to nonpayment
 
1. Graced and Expired Queues are Audited Via PBA per the process. See: “KB DISCUSSING HOW BILLING DOES THIS INTERNALLY”
2.  A call and email is sent out to customer manually from billing 5 days prior to expiration/ 10 days into their grace period.
Example Dates:
End Date: July 1
End of Graced Date: July 16
Expiration/Term Date: August 1
 
Customer paid on June 1 for services from June 1- July 1. As of July 1, customer owes and has not paid.
July 16, customer goes graced and receives automatic email from PBA. July 11 (which is 5 days prior to expiration) customer is called and emailed by billing department about delinquency. The ticket regarding delinquency will be submitted via Billing General Queue.  July 16 customer goes from graced to expired status. August 1, customer goes from graced to expired and receives an automatic notice from PBA about going expired. On August 1 when customer goes expired, services are shut down. This occurs automatically with shared. With dedicated: Pull ticket regarding delinquency (from 15 days prior) and move ticket to QUEUE 2: PowerDown
 
Send canned reply: “Expired for Non Payment”
 
From here- the ticket will follow the same process as the voluntary requests.
 
QUEUE 2: Power Down
IT will Shut the server off and will rename the server in PBA with the current server name, followed by the shutdown date. IT will then change ticket status to follow-up in 30 days and transfer to QUEUE 3: “30 Day follow-up”
 
QUEUE 3: 30 Day Review
-Verify that the server is off/ there have been no payments or activity on the server in the past 30 days.
-Send Canned Reply that we will be deleting their data: “Deleting Data”
 
JAKE: QUEUE 4: Destroy Subscription in PBA
-Delete the Target System
- Unrack
-Term Plesk License
-close the ticket.
 
Notes: This process gives 60 days data post-pay and 30 days data post service shut-down.
 
Actions:
1.Update and link appropriate articles and canned replies that are highlighted.
2.Test process through from start to finish- hasn’t been 30 days but everything else is working
3.Have Jake link appropriate articles
4.Delete/Archive all non-use queues: -Done
Subscriptions:
Graced
Expired
Termqueue- IT
Destroy Billing
Destroy IT
Billing: 2.3 Terminations
5. Update all KB’s to match this updated documentation
6. Train all staff on updated process

Add Feedback