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. Form is routed to CS Team Leaders to cancel.
  3. CS TLs will process the cancellation and sales representative will receive automatic notification of product cancellation. CS representative will receive email confirmation it has been processed.
  4. CS TLs will submit a high priority ticket to EMS to reinstate pre-SaaS products.
  5. Renewal will be generated by CS rep and sent to the firm. Sales will provide proposal to 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. Form is routed to CS Team Leaders to hold until steps 3-6 are complete before they cancel.
  3. CS TL 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 CS TL of 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 CS TLs letting them know it's complete.
  7. CS TL will process the cancellation and sales representative will receive automatic notification of product cancellation. CS representative will receive email confirmation it has been processed.
  8. CS TL puts in a high priority EMS ticket to reinstate pre-SaaS product.
  9. Renewal will be generated by CS rep. Sales will provide proposal to customer for any new product sales. The renewal dollars can be added to the proposal so the firm only signs one order. Firm must have the VO Setup license and all appropriate VO licenses for the product families to be used.
  10. Order is signed and processed by Order Team.
  11. CPT is notified to update licenses on VO.