WIP Apteryx Customer Guide

For Apteryx we have 4 basic categories of customers.

Denticon + Apteryx Customers - will have a PGID (Practice Group ID) to link to a paying account in Salesforce. OID is the Office ID specific to a single physical location. URL will usually be the PGID.dentiray.net or PGID.Apteryx.net. In instances where they were an Apteryx customer first (Park Dental is one such example - their url is dental365.Apteryx.net), they may have a non-PGID based URL. If their Apteryx site is not suspended, we can provide them support.

Apteryx-Only Customers - Will only have a Salesforce ID. Account can be found by getting the customer’s Apteryx URL, searching in Sites Dash, and going to “View Customer Info” and looking for the Salesforce ID listed there. If their Apteryx site is not suspended, we can provide them support.

Portal Resellers(inaccurate as of 8/30/24) - Needs to be updated.

Below info is what we want to achieve and is in place for some but not all Portal Resellers as of today. Above are messages to help course correct this document until we can get this sorted.

Portal Resellers have agreements in place and should handle all Tier 1 Support and Implementations. They typically have direct links to schedule appointments on the Installs, Training, and Conversions calendars as-needed. We do not get customer information which is why they need to submit tickets for Support on behalf of our mutual customer; they own the relationship. If the customer’s Apteryx URL is not suspended, and the reseller is the one who submitted the support ticket, we can provide support.

Pocket Resellers - These resellers don’t have any formal agreements other than buying at a discount to resell. PlanetDDS is provided Customer information and owns the Implementation and all Support. If the customer’s Apteryx URL is not suspended, we can provide support.

The below image is an example of an account that was sold by a Pocket Reseller. The Opportunity is listed under the customer’s account, but the Opportunity has the Pocket Reseller’s Account Name attached to it. PlanetDDS bills the Pocket Reseller and the Pocket Reseller bills the customer.

resellers.xlsx (sharepoint.com)

• Who owns the customer information?

  • Portal Resellers own their customer’s information and do not provide it to PlanetDDS.

  • Pocket Resellers are essentially a referral, so PlanetDDS owns

• Who bills the customer?

• Who owns the Implementation?

  • What parts of the Implementation does the reseller own?

  • What parts of the Implementation does the Portal Reseller book using our calendars?
    DO NOT GIVE OUT LINKS BELOW. THESE LINKS ARE ONLY FOR PORTAL RESELLERS.
    Install: https://outlook.office365.com/book/PlanetDDSApteryxImaging2@planetdds.com/

    Training: https://outlook.office365.com/book/PlanetDDSApteryxImaging1@planetdds.com/

    Conversion: https://outlook.office365.com/book/PlanetDDSApteryxImaging4@planetdds.com/

  • How does the Portal Reseller get assistance from PDDS if they have an issue during the Implementation (customer not yet live)?
    Right now, they are being directed to submit a Support ticket. Support does not feel this is the correct/scalable path long-term.

• Who provides Tier 1 Support?

  • If the reseller is owning Tier 1 Support, PlanetDDS should NEVER support their customers directly without a ticket submitted by the reseller first. All ticket updates and resolution should include a point of contact from the reseller that submitted the ticket. Tickets should be tracked under the Reseller’s Organization.

  • If the reseller does not own Tier 1 Support, then PlanetDDS should have customer information documented that we can tie the ticket under the customer’s Organization.