Articles
Collections Process
Find the file on the Collections Process here.
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Credit Process
Find the file with information on the Credit Process Credit Process_updated as of 12.13.24.pdf .
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Product Issue - Submit an Issue
Contents Purpose
Process
Professional Services
Sales
Support
Priority and Impact Field Options Purpose This document covers the steps required to submit a product issue case for review and acceptance. The atta...
Product Issue - Review and Acceptance
Contents Purpose
Triage Meeting
Review Process
Product Issue Accepted
Product Issue Rejected Purpose This document covers the product issue case review and acceptance process for cases that have been submitted to the Tri...
Product Issue - Development Queue
Contents
Purpose
Development Status
Process Flow
Reject a Possible Issue
Salesforce Case Closing
Purpose
This document walks through how a product issue case moves through the development process and when t...
Product Enhancement - Submit a case
Contents Purpose Process Professional Services Sales Support Purpose This document covers the steps required to submit a product enhancement case for review and acceptance. The Enhancement Case Flow chart depicts ...
Case - Product, Sub Product, Functional Area Options
Contents
Purpose
Options Lists
Purpose
This document provides access to the list of available options for the case field fields:
Product
Sub Product
Functional Area
These fields are now requi...
How to submit a Request Case for Credit, Cancellation or Reduction
Use this process when a customer is requesting a credit, cancellation or reduction. The customer's request must be sent via email prior to submitting a case. Create a New case on the account making the request Contact Name : Add Contact mak...
License Reduction & Product Cancellation Process
Overview
This article outlines the process for handling customer requests related to license reductions and product cancellations. It defines customer requirements, internal review and approval procedures, and operational responsibilities for...
Professional Services: Demo Sites for SedonaOffice and Manitou
Listed below are demo sites for Professional Services to use when working with the customer or testing processes.
Professional Services Manitou SystemWeb Client Access
https://pros.co.manitoucloud.com/manitou
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Accounts Receivable Contacts and Escalation (Internal)
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 & M...
Technical Support Escalation Guide (Internal)
Our goal is to resolve your issues quickly and transparently. This article provides clear instructions on how to initiate requests, who to contact if you feel an issue is not progressing, and when escalation is appropriate. The article covers techni...
How to Submit a Request to Product or Development/Engineering
This article provides the correct paths for submitting either a bug request or feature enhancement.
Quick Reference
If you need to…
Use this route
Request new features/enhancements
BRD
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