This article is for internal use only.
For customer-facing, product-specific articles, see below:
- AlarmBiller: https://sedonaone.knowledgeowl.com/help/accounts-receivable-contacts-escalation-guide
- SedonaOffice & Managely: https://managely.knowledgeowl.com/help/accounts-receiveable-contacts-escalation-guide
- Manitou: https://manitou-knowledge-base.knowledgeowl.com/help/accounts-receivable-contacts-escalation-guide
- SIMS: https://manitou-knowledge-base.knowledgeowl.com/help/accounts-receivable-contacts-escalation-guide-sims
- SGS: https://stages.knowledgeowl.com/help/accounts-receivable-contacts-escalation-guide
This article outlines who to contact for AR inquiries, when to escalate, and how to make payments.
When to Reach Out
Please contact AR if you need assistance with:
-
Questions on open invoices (amount, due date, line items).
-
Clarification on past payments or confirmation of payment status.
-
Information on how to make a payment, especially for past-due balances.
-
Requesting a copy of an invoice or missing invoice.
-
Updating billing or accounting contact information.
-
Understanding a charge or recurring invoice item.
-
Guidance on resolving a delinquency or support hold.
-
Payment misapplied or not posted.
Ways to Contact AR
You can reach our Accounts Receivable team in the following ways:
- Phone: (719) 593-2829 x5
- Email (by Product Area):
- SedonaOffice, AlarmBiller, Managely (Business Management): Perennial_AR@BoldGroup.com
- Manitou (Alarm Monitoring): AR@BoldGroup.com
- SIMS (Alarm Monitoring): Billing@Simsware.com
- SGS (Alarm Monitoring): AR@BoldGroup.com
-
Case Submission: You may also submit a case directly through our support portal for AR-related requests.
When is a Support Hold Initiated?
- Accounts more than 60 days past due will be placed on support hold until resolved.
- Before a support hold is applied, we will:
- Reach out multiple times to the accounting contact on file.
- Provide notice when the account is being placed on hold.
- 👉 Please ensure your billing and accounting contacts are up to date, so notifications are sent to the right people. If updates are needed, please submit a case with updated personnel or to review existing contacts we have on file.
- ✅ A support hold will be lifted once the past-due balance is resolved or if the client is working responsively in good faith toward resolution.
Contacts & Escalation Paths by Product Area
|
Product Area |
Primary Contact |
Team Lead |
Manager |
|
SedonaOffice, AlarmBiller, Managely (Business Management) |
Rahul Prasad Shaw rshaw-c@evercommerce.com |
Christina Merenda cmerenda@evercommerce.com
| |
|
Manitou (Alarm Monitoring) |
Rahul Prasad Shaw rshaw-c@evercommerce.com |
Christina Merenda cmerenda@evercommerce.com
| |
|
SIMS (Alarm Monitoring) |
Rahul Prasad Shaw rshaw-c@evercommerce.com |
Christina Merenda cmerenda@evercommerce.com
| |
|
SGS (Alarm Monitoring) |
Rahul Prasad Shaw rshaw-c@evercommerce.com |
Christina Merenda cmerenda@evercommerce.com |
AR Escalation Process - Guidance
This is guidance only (not formal SLAs) to ensure consistent handling and visibility:
- Day 1 – Call our AR team or send an email request to Primary Contact.
- Day 2 – If no response within 24 hours, email Team lead and cc Primary Contact.
- Day 3 – If still unresolved, escalate to Manager.
Best Practices for AR Escalation
✔ Always include invoice number, account number, and issue description
✔ Use subject lines like: “AR Escalation – Company Name - Invoice #12345 – [Brief Summary]”
✔ Follow the escalation path if no response within the timeframe
✔ Escalate immediately if billing issues risk service disruption
Where to Pay and Review Invoices Online
- SedonaOffice & Managely: https://sobilling.managelyapp.com/
- AlarmBiller: https://billing.alarmbiller.com
- Tip: Register with the key at the bottom of your invoice.
How to Make a Payment
- SedonaOffice & Managely: https://sobilling.managelyapp.com/
- AlarmBiller: https://billing.alarmbiller.com
- Bold Technologies: Bold Pay Portal
- SIMS: SIMS Pay Portal
- SGS: Only check/ACH accepted (instructions on invoice)
