CUSTOMER SERVICE

Internal: SaaS to Local or Virtual Office CS transition

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Considerations:

Renewals and Pre SaaS

Any CS representative can verify new and renewal pricing using the Pricing tab of the Renewal Calculator.

Trial Licenses

There is an option to download trial versions of software and restore data prior to SaaS being cancelled. See limitations per product below.

Steps to Transition SaaS to a Local Installation or Virtual Office CS

Due to the impact on licensing, there cannot be any changes to the following workflows. Take this into consideration for month end order processing time. Expect that this entire process can take 2-3 business days.

  1. Once all data is backed up cancellation form is completed and submitted by customer.
  2. Completed cancellation form is routed to CS TRTA to cancel.
  3. The receiving CS Specialist or above will process the cancellation and the sales representative will receive automatic notification of product cancellation. The CS representative will receive email confirmation it has been processed.
  4. The CS Specialist will submit a high priority ticket to EMS to reinstate pre-SaaS products.
  5. Renewal will be generated by the CS rep when EMS is updated and they will send the renewal to the firm. Sales will provide a proposal to the customer for any new product sales. 
  6. Order is returned and processed by Order Team.
  7. User receives confirmation and downloads new licenses
  1. Cancellation form is completed and submitted by customer. The firm must indicate the products they will migrate to Virtual Office on the cancellation form.
  2. Completed cancellation form is routed to CS TRTA to hold until steps 3-6 are complete before they cancel. The Specialist that receives it is in charge of the following process coordination.
  3. The CS Specialist will email CitrixPortalTech to tell them the firm is moving from SaaS to VO and the products they need loaded onto VO, including Microsoft Office and/or Exchange.
  4. CPT schedules down time with the user and notifies the CS Specialist of the appointment time. This is a four hour window that can only be done during business hours.
  5. Once CPT is done, a Welcome to Virtual Office email is generated and sent off to the NetFirm Administrator.
  6. CPT emails the CS Specialist to let them know it's complete.
  7. The CS Specialist will process the cancellation and the sales representative will receive automatic notification of product cancellation. CS representative will receive email confirmation it has been processed.
  8. The CS Specialist puts in a high priority EMS ticket to reinstate pre-SaaS product.
  9. Once pre-SaaS products are loaded, the CS rep can generate the renewal. Sales will provide a proposal to customer for any new product sales. Firm must have the VO Setup license and all appropriate VO licenses for the product families to be used.
    • If the customer wants one single proposal to sign, the CS Specialist can add a line item to the EMS proposal by clicking on the Other tab in the EMS proposal creation screen. In the name field, type in the renewal family, the price, and mark the Taxable box if applicable. Do this for each renewal owed. Add a note to the proposal to specify the products included in the renewal totals.
  10. Order is signed by customer, and sent for processing by Order Team.
  11. Order Team will notify CPT to update licenses on VO.
  12. Process complete. Customer will now be able to login and set up staff on VO.