Articles
Customer Appointment Cancelation No Show Policy
Contents
Contents
Purpose
Customer Communication
Cancelation Fees
Customer No Show
Purpose
Purpose
This document covers the current policy for addressing customer appointment cancelations or no-shows during...
Customer AR Support Hold
Contents
Purpose
AR Hold Notification
Review the Account Card
Track Hold Duration
Follow Up With AR
Purpose
During the course of working on a customer project, a warning is received that the customer is on Supp...
Consulting Hours Implementation Process
Contents Purpose Process Overview Purpose Consulting Hours may be sold outside of a new implementation for add-on module projects to assist the customer with various items: Additional Training New Resource Training Business Consulting...
Project Call Recap
Contents Purpose Types of Calls to Recap Project Kick-Off Call AlarmBiller Managely Manitou SedonaOffice Weekly Project Call Creating the Email Purpose This document outlines the steps to provide all project stakeholder...
Project Closure Types Defined
Contents
Purpose
Closure Types
Complete
Expired
Contract Cancellation
Customer Terminated
Purpose
Professional Services projects can be closed using several different closure types. This document discusses t...
Project Closure - Complete
Contents
Purpose
Confirm Project Completion
Closure Steps
Purpose
This document covers the steps required to close a project where all the deliverables on the Statement of Work have been completed. The Project Ma...
Project Closure - Contract Cancellation
Contents Purpose Cancellation Requested Cancellation Review Cancellation Approved Cancellation Declined Purpose During the lifespan of an implementation project, a customer may determine they do not want to proceed with the projec...
Project Closure - Hours Expired
Contents Purpose
Project Fields and Tasks
Expiration Notices
Expiring Hours
Requesting Expiration Extension Purpose Every project sold with Services Hours will have an expiration date when those hours are required to be co...
Project Closure - Terminated by Customer
Contents
Purpose
Requesting Closure
Termination Review
Termination Approved
Termination Declined Revision History
Purpose
For customers who have either stopped responding to all attempts to move the project f...
Project Completion Confirmations
Contents
Purpose
Closure Document Requirements
Saving the Project Completion Request and Approval Response
Purpose
The purpose of this document is to outline the steps for requesting customer confirmation that a project ...
Project Stalled - Customer Nonresponsive
Contents Purpose Process Steps Escalate to Sales Ops Purpose During a project, the customer may become unresponsive to moving the project forward thus the project stalls. This document provides a guideline for ensuring all efforts a...
Project - Terms and RMR Billing
Contents
Purpose
OAF Terms
Project Start
OTF Billing
RMR Billing
Expiring Hours
Purpose
This document outlines the new terms and conditions that will be used on Order Acknowledgment Forms (OAFs) and the Master S...
Project - On-Hold
Contents
Purpose
Project On-Hold Visibility
Salesforce Project Screen
On-Hold Detail Tab
Scheduling Report
Individual Resource Task View
Placing a Project On-Hold
Removing a Project from On-Hold
...
Project - Deleting a Project Created from an Opportunity
Contents
Purpose
Update the linked Opportunity
Purpose
On occasion, a project is created from an opportunity using the wrong template. PMO resources do not have the ability to delete these projects from the proje...
Requesting Help During Delivery of an Assigned Task
Contents Purpose Requesting Help Updating the Project Transfer a Case to Development Purpose During the course of providing installation, training, and/or consulting services for a customer, the resource assigned to perform a ta...
Review and Request Access to BoldU
Contents Purpose Review Customer Learning Manager Set Up a New Learning Manager Purpose BoldU is the learning system customers access for product learning content and information. For new implementation projects, a customer Learning M...
Scheduling Support Resources for Services Project Training Tasks
Contents Purpose Resources Prerequisites Scheduling Delivering Training Additional Time Required No Show Purpose The occasion may arise when Services Trainers' schedules are booked out beyond acceptable time frames to provide qu...
Sending a Project Kickoff Email
Contents
Purpose
Creating the Email
Kick Off Templates
Revision History
Purpose
For all new projects, the Project Manager will send an introduction email or “kick-off” to inform the customer of the following
...
Setup a SharePoint Folder for Customer Data Share
Purpose One of the many steps required to implement a product for a new customer implementation or new customer acquisitions is getting the customer's current data converted into our products. This requires the sharing of large data files that em...
SOC 2 Reports
Contents Purpose What is SOC 2 Available Reports Purpose This document defines SOC 2, its purpose, and contains the available reports to share with customers upon request. Return to Contents What is SOC 2 SOC 2 is an auditing p...
Transition a Project to Support
Contents Purpose
Migrations
New Implementations
Create Portal Access
Transition Call Purpose For new customer implementations, when the project deliverables have been met, the Project Manager (PM) will transition the...
Travel Expense - Submit for Customer Billing
Contents
Purpose
Process
Purpose
Cost of travel to customer site is typically billable to the customer. The Order Acknowledgment Form (OAF) and/or Statement of Work (SOW) documents specific to the project will incl...