This Standard Operating Procedure (SOP) was developed based on a compilation of best available information, knowledge, to provide guidance to ACE Cloud Hosting Billing department in performing the activities defined herein, in a consistent and standardized manner. No copy or use of this Document should occur without the prior permission of the ACE Cloud Hosting Management.

Process Overview:

 

1.      A Cron will run on every 2nd, 3rd,4th & 5th day of the month.

 

2.      The manual charging will take place in next 2 working days.

 

3.      Post the manual charging, the AR aging report will be created by ops SPOC.

 

4.      Through AR aging, the account will be allocated to the collection advisors max 10^th day of every month.

 

5.      Any account after 60 days from the date of the invoice, if still unpaid, should be disabled.

 

 

6.      The final check on server reclaim must be done by the billing team before marking the case as "Cancelled.”.

 

I. Account Disable process.

 

Billing:

 

1.      Through the AR ageing report, the billing team will identify all cases that are due after 60 days, even after the follow-ups, and mark the cases as “disabled.”.

2.      The billing team will send all the disabled cases to the support team for execution.

 

3.      The billing team will also add the reason for the disablement and mention the ticket number in the excel sheet against each account, as well as follow-up artefacts on the cases for support references.

Note: -

 

The billing/collection team will drive the AR aging activity and ensure complete compliance with it.

The cases for account disablement will be sent out biweekly.

 

Support:

 

1.      The support team will go through each case and confirm the artefacts.

 

2.      Any case that has no concrete blueprint for client follow-up and reminders should not be disabled and sent back to the billing team for follow-up.

 

 

3.      The support team will execute the disablement process within 2 working days and assign the ticket to the CSM team for further recovery process.

 

CSM:

1. The CSM team will assign the disabled account cases to the CSMs for payment follow-up.
2. The CSMs will make a total 3 attempts (2 emails and 1 call) in the time frame of 15 working days.
3. After the aforesaid attempts, the CSM team will update the cancellation status on the CRM.
4. In the event of no contact, no response, or no payment received during said period, the case will be assigned to the system administrator for a server reclaim.

 

System Admin:

 

1. The system administrator team will acknowledge the request and ensure the server is reclaimed within 24 working hours.
2. After reclaiming the server, the system administrator team will assign the case to the billing team for the final status update and closure.

 

Billing:

 

1. The billing team will cross-check the notes of the system administrator team and ensure that the reclaim process has been completed and proper confirmation has been added by the system administrator team to the ticket.
2. In case of any ambiguity on the severe reclaim, the tickets will be reassigned to the system administration team for rework along with a proper callout on the case.
3. On all the confirmed cases received from the system administration team, the billing team will change the status of the account from disabled to cancelled.
4. The billing team will also follow up on day 17 from the date they assigned the ticket to the CSMs to confirm the server reclaim process.
5. In case of any TAT breach, the same needs to be called out through a ticket and, if necessary, through email as well, keeping all the stakeholders in the loop.

 

 

 

II. Collection Process:

 

1.      Post-AR ageing report: all the past-due cases within 60 days need to be aligned with collection advisors through mail merge process.

2.      The ticket will be auto assigned to collection team under “collection bucket”.

3.      From collection bucket the cases will be auto/manual assign to the collection representative.

4.      The collection team needs to ensure 4 attempts (3 emails and 1 call) during this time.

 

5.      A single ticket to be created for follow ups irrespective to the mode of follow ups.

 

6.      The collection team will work on this case until the 10^th day of the next month.

 

7.      After the completion of the defined follow-up time, the case needs to be disabled and transferred to the customer success team through ZOHO for further recovery.

 

Note: As per the ACE agreement, no account will be disabled if it remains unpaid within 60 (sixty) days after such payment is due.

 

The account disable procedure will only be initiated if the account remains unpaid for 60 (sixty) days after such payment is due and we have made the required follow-ups.

 

Documentation & Definition (Only for Collection team):

Status	Issue Category	Sub-issue category	Sub-issue category Definition
Payment follow-up	Non-Payment	Payment follow-up 1	Indicates completion of the first follow-up
		Payment follow-up 2	Indicates completion of the second follow-up
		Payment follow-up 3	Indicates completion of the third follow-up
		Payment follow-up 4	Indicates completion of the last follow-up
		Promise to pay	Indicates that the client has a promise to pay and is given a specific date (date documentation is mandated here).
		Broken Promise	Indicates non-adherence to the promise to pay
		Check confirmation request	It indicates that the confirmation of the cheque payment is awaited.
		Sent for disable	It indicates that the collection team has made all four attempts, and the client is not responsive. Such a case needs to be sent to the support team for account details.