EDU
How many days it takes for the application for EDU to be review ?
14 Days
How many days it takes for the non profit application to be reviewed?
14 business days.
What is 2SV
2SV puts an extra barrier between your business and cybercriminals who try to steal usernames and passwords to access business data.
What is a direct customer?
A customer that pays with online methods. (CC, Paypal, Debit Card)
Where you can access billy ?
- Google Admin.
- Sales force
- Billy URL.
What does the customer needs to submit the request for an EDU account.
- a K-12 or higher institution.
- G Suite account.
- Fill out the form.
- Patience.
As soon as you get the non profit application approved, do you have already the G Suite non profit edition ?
or is there something else that you need to do, if so what could it be?
The customer needs to activate the G Suite non profit, by following the activation process in the HC.
What is 2SV enforcement ?
- Is a way to force everyone within the G Suite account to have 2SV activated.
- Annual Plan
If you want to trace an email, form where you can perform this action ?
What is the storage that a EDU account has?
30 GB
How many storage does a non profit account have.
30 GB.
Less secure apps is going to be deprecated when ?
- It will start in June 2020 and it will finish on February 2021
What is an Appeals form and how do you fix that scenario?
- Is a form that a customer must fill in order to validate their financial status.
- This happens when the customer or the financial institutions shows a chargeback.
If a super admin cannot access into his G Suite account, what can you do for the customer ?
- Ask him if he has other super admins.
- If the customer doesn't have other super admins, refer him to fill out the account recovery form.
If the 14 days has already pass by and the customer haven't get his account approved, what could you in order to have information to assist the customer ?
- Search if the customer has fill out the form for EDU.
- Search for the EDU case.
- Expedite request.
What is the name of the tool and section, where you can review if a customer was approve for a non profit account?
- G4NP (Google for non profit tool)
- Application request status.
What is Apps Password and when you will use this.
- Is a 16 digit password.
- You use it when the app that you are trying to connect with is no 2SV supported.
Billy
- If a super admin cannot perform certain action within the admin console, what is the proper troubleshooting to fix this query.
(Minimum 3)
- User must clean cache and cookies.
- Use different web browser.
- Try incognito window.
- Use a different device.
- Make another user a super admin and reproduce the issue.
- If nothing works a consult should be sent.
If the customer has already finish the trial and still doesn't have a EDU account, what could he do if he is not eligible for an EDU account?
- Try for non profits.
- Have a paid G Suite subscription.
If a customer gets rejected for non profit, but there is no information that you can provide to him. What could you do in order to assist the customer to provide him the information.
You must reach the non profits department, via email using the SU article.
Where you can check if a customer is enroll in 2sv and less secure apps ?
Admin console > reports > security
How many days of Grace period does a customer have?
- 30 days by the system.
- 7 days that an agent can provide.
- 2 days that they can use to lift up the suspension.
(this can be given every 60 days).
What are the 4 pillars of support.
- Issue identification.
- Issue resolution.
- Root cause.
- Future preventive actions.