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Plan/License Escalations Workflow

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Subscription- and license-related escalations during your manager on-call shift can be evaluated using the following flow chart diagram.

For general escalation handling, see our Support Escalations handbook page.

graph TD A{LR Escalation}--> C[Plan/License requests] C-->T[Is this request for a trial?] T-->|No|G[Is the customer in the grace period?] T-->|Yes|SA[Is this a sales asisted trial] SA-->|Yes|Exp SA-->|No|No G-->|Yes|H[Is the grace period expiring in more than 24h?] G-->|No| Exp[Is the plan/lic expiring in more than 24h?] H-->|Yes|No[No need for escalation] H-->|No|Pass[Ok to escalate] Exp-->|Yes| No Exp-->|No|Pass No-->X[Manager to collect data for feedback and label escalation issue] A-->WP[Wrong product sold] A-->FR[Force Reassociate] FR--->FR1[Use the docs to deflect] FR1-->|Edge case|Pass WP-->|After sales intervention|Pass

Edge cases

An edge case is any situation in which the process has been followed and the system does not produce the expected results. Examples:

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