Billing
Customer wants to know why they must pay even though they're in their trial period. What account state are they in?
Blocked
Where would you go to see the history of someone's account?
User Events
Every case should be tied to this.
A person account.
New app releases, new content additions, backend changes, etc. will be posted here.
Change Exchange
What is a CDN?
Content Delivery Network
We do not say grandfathered plans, instead we say what?
Legacy
If a customer claims they have not used Philo, but want a refund where would you go to verify this.
Playback Sessions
Once you close a case this will be sent.
Survey
You can view ways to tag your cases here and look at specific definitions for tags as well.
Dispositions Database
Tier 2's main tool is known as what?
JIRA
As of what date did we did disable the ability to sign-up with a 3-month subscription.
November 29th, 2023.
Where do you go to refund a customer's account?
Timeline/RET
When you send a customer an email you will use this account state.
Waiting for Customer
You should come here before preforming any account affecting actions on a customer's account.
Verify Database
JIRA is used to
Customers who have been labeled high-risk by Stripe have to do what?
Use another payment method.
Before merging accounts, one account has to be...
Deactivated
Once a customer replies to an email, the case goes into this state.
Action Required
You can see all new app releases here for each device.
Releases (Support)
A customer calls in and mentions that the asset they're watching freezes at the 5 minute mark. You are able to reproduce this issue when you watch the recording. What should you do?
Corrupt the asset
If the customer receives a ____ with the _______ dashboard message, it is because we have flagged their payment account due to too many failed payment attempts, changing their payment information too many times, or both. The customer will have to wait 24 hours before they can attempt payment again.
1214 error code and card_velocity_exceeded
This link takes you to the customer Stripe dashboard.
cus ID Link in the USAR
What is the SLA for an email response?
12 hours
You can see a full view of all issues affecting Philo or that have been fixed on this page.
Known Issues
Using this method you'll be able to sign into a customer's account on any device.
10-ft impersonation