Table of Contents

First Tier Support Script


License Verification


Check if the provided license information is valid.

Answer) License information is valid

Take note of the following items from the Ahsay License Server:

Confirm if the Support ExpDate is past the current date. Continue to the Next Step.

Answer) License information is invalid

Reply to the ticket with the following pre-define, to request for the license info again before proceeding:

Pre-define 

The license information provided in your previous email is invalid, could you please provide 
us with your Licensee Name / License Key for us to further assist you?

Await for customer's response.

Answer) No license (potential partner)

Question from potential partner is handled by the pre-sales team.

Pass the ticket to sales by:

  1. Change the Ticket Owner from yourself to Unassigned, and change the Department to Partners.
  2. Flag the ticket to Yellow.
  3. Add Ticket Note, describing that the customer is a potential partner with no purchased license.

Await for the ticket to be passed back from sales (after a license is purchased).