This is an active reference document. If anything is incomplete or inaccurate, please notify an Apteryx Support Supervisor or Senior Technician so that it can be updated properly.
Green: Process/Macro verified by Support and Assignee Group’s Leadership. If Assignee Group/Person and Support Transfer Macro/Notes column are green, then process may be used. If partial, check with Support Leadership or a Senior Technician to confirm how to handle.
Yellow: Process/Macro workflow started but not completed/confirmed by both Support and Assignee Group’s Leadership yet.
Red: Process/Macro workflow creation not yet started.
Issue |
Description of Issue |
Old Support Macro |
New Support Macro/Next Steps |
|
|---|---|---|---|---|
| 1 | No Support |
Legacy customer or prospective Apteryx customer requesting support outside of target market. Support cannot support the customer or send the lead to Sales, so we inform them appropriately. |
Apteryx::Support::Transfer::Sales::No Sales to Quebec Apteryx::Support::No Support::Vet Office Support Denial |
No Support for Quebec (current/”old” macro OK?) No Support outside of NA No Support for Veterinary Clinics (current/”old” macro OK?) |
| 2 | Legacy Customer Seeking Support (Support Lead) |
Customer is seeking support for a legacy product that we no longer support. Support ticket is treated as a lead and is sent to Sales. If successful, Sales will inform Support, via replying to the email from the ticket that sent them the lead, that the customer has signed an agreement to upgrade to Apteryx and Support can proceed with the relevant Transitional Support macro. |
Apteryx::Support::Transfer::Sales::XrayVision 4 Apteryx::Support::Transfer::Sales::XrayVision 3 Apteryx::Support::Transfer::Sales::XVLite Apteryx::Support::Transfer::Sales::XVSync, XV-DICOM, NameGrabber, WhitenIT, Cosmetic Imaging |
Macros should include links to explanations for legacy products as needed (ex. NG) If the customer asks, you can set the expectation that Sales will reach out within 1 business day. Apteryx::Support::Transfer::Sales::XVLite No Support link Apteryx::Support::Transfer::Sales::XrayVision 3 No Support link Apteryx::Support::Transfer::Sales::XrayVision 4 No Support link Apteryx::Support::Transfer::Sales::Standalone DCV No Support (non-Vet Clinic, non-Quebec, non-Apteryx) link Apteryx::Support::Transfer::Sales::DataGrabber Standalone No Support (No Support Contract) link |
| 3 | Legacy Customer Seeking Support (Non-Support Lead) |
Customer is seeking support for a legacy product that we no longer support. Sales lead was not generated/prompted by a Support ticket request. If successful, Sales should submit a support ticket for the legacy product on the customer’s behalf from the Zendesk Helpdesk portal, including the customer’s account information and confirming that the legacy customer has signed an agreement to upgrade to Apteryx and Support can proceed with the relevant Transitional Support macro. |
N/A - macros from item 2 are used to send to sales initially, but no macro exists for when a ticket is submitted on customer’s behalf post-signing for Apteryx. Technician reaches out normally without macro at this point. |
N/A |
| 4 | Legacy Customer Declined Apteryx |
Customer declined offers to upgrade them from their legacy product to Apteryx. We may only provide Token Support or extend a trial while encouraging them to export their data so they can move to another software. |
N/A - no macro for this currently exists for all legacy products Deactivated macro: |
Customize response to the situation.
|
| 5 | Transitional Support |
Customer has signed an agreement to upgrade from the legacy product to Apteryx. Support provides best-effort support on the legacy product while they are working with their Implementations Coordinator to go live. Next steps generally tend to be resolving a licensing issue. |
N/A - Technician reaches out normally/without macro at this point |
Customize response to the situation.
|
| 6 | Legacy Customer Unresponsive Implementation |
Customer signed agreement to upgrade from legacy product to Apteryx, received Transitional Support, but is not collaborating with our Implementations Coordinator to stay on track for completing their Implementation. Technician determines IC and warm transfers to them. Once Implementation is back on track, then we reach out to provide further Transitional Support if needed. |
Old macro found here: |
Macro to be created, goes to Implementations Coordinator |
| 7 |
Existing Apteryx Customer Looking to Add a New Location |
Customer already has an active Apteryx subscription, and is looking to add a location or locations to their current Apteryx environment. |
Apteryx::Support::Transfer::Sales::Generic |
Apteryx::Support::Transfer::Sales::Generic Tailor response if needed |
General Support to Sales Workflow
Legacy customer submits support ticket for legacy product
-
Support verifies support status
if customer does not have active Apteryx/DG subscription, proceed with sending lead to sales using appropriate macro
if customer does have active Apteryx/DG subscription, support needs to verify the stage of implementation and that they are not unresponsive to their IC before providing transitional support
support sends sales lead macro to sales
Sales sells to the customer and notifies support we may proceed with transitional support
support uses legacy-product specific workflow to provide transitional support depending on the need/issue
4 buckets for “no support”
No support due to legacy product
No support due to legacy product + declined Apteryx
No support due to legacy product + signed agreement to upgrade to Apteryx + unresponsive implementation
-
No support due to unsupported customer location
Quebec or non-NA
No support due to Vet clinic
Legacy Product
If you receive a ticket and have confirmed they are currently using a legacy software (XV4, XV3, XVLite, 3rd party Apteryx TWAIN or any OEM version of these products), use the macro corresponding to the software version they’re running in order to transfer to sales:
Apteryx::Support::Transfer::Sales::XrayVision 4
Apteryx::Support::Transfer::Sales::XrayVision 3
Apteryx::Support::Transfer::Sales::XVLite
Apteryx::Support::Transfer::Sales::XVSync, XV-DICOM, NameGrabber, WhitenIT, Cosmetic Imaging
If you are unsure of if the program the client is referencing or using is an OEM version, or which version the OEM version may be, reference the “Program(s) Inside DMZ” section of OEM Full List (with Numbers).
Once the macro has been applied, fill out the following fields within the response body:
Office: [as listed in SF]
Office Number: [use provided office number if given, otherwise use office number listed in SF]
Email: [should auto-populate, if it doesn’t use the email address the ticket came from]
Requestor: [name of client who put in the request]
Once filled out, place the ticket on Pending or Solved (Sales will reach out to the client outside of the ticket)
Caller looking for support outside of NA
XV3 used to be sold outside of NA. I'd start with the registration number and finding out the address in legacy reg mgr, if they can't provide you a license code then get the address of the location and base your next move off of that. If you can’t get an address from the caller or the legacy code, then send it to Sales via a No Support for whichever legacy product macro.
We do NOT want to be sending bad leads to sales if we can help it, within reason. If we know the location they are seeking support for is out of NA, then we can deliver the message via No Support outside of NA macro (if we have one already, if not we'll create one in the coming weeks).
At the end of the day it doesn't matter what country the caller is from, it matters what country the location they would be installing/using the software at is in. Reg numbers can provide the address they entered if they filled out the form when they first registered the license honestly.
General transfers to sales
If the client is directly asking to get in touch with sales, or is a client that already has Apteryx and needs to reach sales (ex. if they’re opening a new location and need Apteryx, if they need to upgrade their Apteryx subscription to include more capture stations, etc), use the Apteryx::Support::Transfer::Sales::Generic macro.
Once the macro has been applied, fill out the following fields within the response body:
Office: [as listed in SF]
Office Number: [use provided office number if given, otherwise use office number listed in SF]
Email: [should auto-populate, if it doesn’t use the email address the ticket came from]
Requestor: [name of client who put in the request]
Request: [summary of what client needs from sales]
Once filled out, place the ticket on Pending or Solved (Sales will reach out to the client outside of the ticket)