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Priority Level Support

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vikram raj

25 Mar, 2014 12:07 AM

Hi team,

Can you please advise what is the process to get priority level support?

Thanks,
Vikram

1. 1 Posted by Jess Pendley on 25 Mar, 2014 03:39 PM

   

   Hi Vikram --

   I've attached Mike to this thread. He can provide you with the details surrounding escalated support.

   Thanks

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2. 2 Posted by vikram raj on 25 Mar, 2014 06:13 PM

   

   Thanks Jess. If we can make this a priority it would be much appreciated.

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3. 3 Posted by vikram raj on 26 Mar, 2014 06:31 PM

   

   Hi Mike,

   Can you please help provide me some information on the priority support.

   Thanks,
   Vikram

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4. Support Staff 4 Posted by Mike Trotzke on 26 Mar, 2014 06:51 PM

   

   Hi Vikram,

   Would be glad too! Let's jump on a quick call so I can get a better idea of what your needs are, and come up with a good solution.

   I'm available tomorrow (3/27) from 10am-12:30pm or from 4-6pm Eastern. I'm also open Friday from 2-3pm Eastern. Would you be available anytime in those windows?

   Thanks!

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5. 5 Posted by vikram raj on 26 Mar, 2014 07:35 PM

   

   Hi Mike,

    

   Can we setup a call for 11:30 EST tomorrow. What is a good number to call you?

    

   Thanks,

   Vikram

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6. Support Staff 6 Posted by Mike Trotzke on 27 Mar, 2014 04:11 AM

   

   Sounds perfect. You can reach me at 812.202.4216.

   Talk to you soon!

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7. 7 Posted by FranConnect Adm... on 27 Mar, 2014 04:59 AM

   

   Hi CG,

   Something isn’t still right as we are having email notifications being sent to the clients for the invoices that have already been billed and we see no records of re-payments too.

   Our team hasn’t made any modifications to trigger them and they have also not made the mistake of sending these payment receipt emails intentionally for 5 different customer accounts.

   This must be an issue at your end. Please rectify as these emails are causing confusions leading to our customers growing weary of our capabilities to manage their billing.

   A swift response would be highly appreciated.

   Thanks,
   Ishu

   • ZcubatorPPC_Manager_False_Receipt_04_26.msg 27.5 KB
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8. 8 Posted by FranConnect Adm... on 27 Mar, 2014 05:53 AM

   

   These are our email notifications settings, please let us know if something is out of place that could have caused this.

   • PPC_Email_Settings.png 36.6 KB
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9. 9 Posted by Jess Pendley on 27 Mar, 2014 03:28 PM

   

   Hi Ishu --

   Would you mind sending the email attachment in the same format as last time.

   Thanks!

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10. Support Staff 10 Posted by Marc Guyer on 27 Mar, 2014 03:42 PM

    

    Vikram --

    Similar to the result of your report here, this email was resent by Dale Franklin. Here's the log entry showing this:

    cheddargetter.com:443 96.241.182.21 [email blocked] [26/Mar/2014:20:34:19 +0000] "POST /admin/invoices/send-email/id/18ecd4ec-b0e1-11e3-8d40-bc764e057bd1 HTTP/1.1" 200 532 1238000 "https://cheddargetter.com/admin/customers/get/id/1888ae90-b0e1-11e3...; "Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/33.0.1750.154 Safari/537.36" "-"

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11. 11 Posted by vikram raj on 27 Mar, 2014 04:02 PM

    

    Thanks Marc and Jess for your help. I verified the same with Dale. Sorry for the confusion.

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12. 12 Posted by Jess Pendley on 27 Mar, 2014 04:04 PM

    

    No problem, Vikram. Let us know if we can help you with anything else.

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13. Jess Pendley closed this discussion on 12 Jun, 2014 04:07 PM.