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Former Customer Success Processes

Michael Satterfield
Updated

Site Suspension Steps

  1. Steps taken before termination carried out by Tina?

  2. Confirm docusign has been completed and includes the Termination Date and the Data Extract Date

  3. Navigate to https://sites-pdds.Apteryx.net/ and find the correct Apteryx site for the customer

  4. If Termination Date has already passed, suspend the site immediately

    1. If Termination Date is a future date, wait until the requested Termination Date has passed and suspend the site the day after.

    2. Currently, Sales Ops puts the suspension and data extract dates in the account name in SD. This process should change as it muddies the info available in SD.

Data Extract Without Cancellation

  1. Provide docusign and use macro that explains the fee

Data Conversions (Not During Implementation)

  1. Provide docusign and use macro that explains the fee

Suspension For Non-payment

Transfer of Ownership

  1. Send macro that requests name and email address for both the gaining party and the losing party

  2. Send Transfer of Ownership docusign

  3. Info needs changed in SF?

PGID Split

Legacy Conversions That Deny Upgrade

AI Cancellations