[DOCS-14064] Add Issue Resolution Questions to Billing Documentation Created: 18/Dec/20  Updated: 29/Oct/23  Resolved: 19/May/21

Status: Closed
Project: Documentation
Component/s: Atlas
Affects Version/s: None
Fix Version/s: None

Type: Task Priority: Major - P3
Reporter: Michelle Chiu (Inactive) Assignee: Zachary Carr
Resolution: Fixed Votes: 0
Labels: None
Remaining Estimate: Not Specified
Time Spent: Not Specified
Original Estimate: Not Specified

Issue Links:
Documented
Related
Participants:
Days since reply: 2 years, 38 weeks ago
Epic Link: DOCSP-5583
Story Points: 5

 Description   

Description

With the update of new designs to the Billing pages from the "Improve Billing Issue Resolution for Self-Serve and Sales-Sold Customers" ticket, new Q&A will need to be added to Billing documentation (found in this document).

Scope of changes

As seen in the document above, there are four questions that will need to be newly addressed.

Impact to Other Docs

N/A

MVP (Work and Date)

Resources (Scope or Design Docs, Invision, etc.)

Billing Q&A

InVision Link

 



 Comments   
Comment by Zachary Carr [ 19/May/21 ]

Merged to master and published.

PR

Comment by Seán Moran [ 13/May/21 ]

Reviewed! Only a few more nit picks. Excellent work.

Comment by Zachary Carr [ 11/May/21 ]

Hi sean.moran, I updated the docs with the notes from our last discussion in the same PR - please take a look whenever you get a chance. Thank you!

Comment by Seán Moran [ 30/Apr/21 ]

Thanks zach.carr! Amazing work. Let's meet next week. Collecting final feedback from Finance. 

Comment by Zachary Carr [ 27/Apr/21 ]

Hi sean.moran, thanks for all your feedback! Here is the updated PR whenever you have a chance to look. Please feel free to schedule another Zoom meeting - that's been a good way to address everything at once.

Comment by Seán Moran [ 15/Apr/21 ]

Thanks so much zach.carr

I have reviewed the staging doc with my team and working towards collecting further feedback from finance. I will reach out you once I have all feedback compiled.

Comment by Zachary Carr [ 14/Apr/21 ]

Hi sean.moran, I've added these FAQs to the Billing FAQ page - please let me know what you think about this staged layout whenever you have some time.

I lean towards this layout (an addition to the billing FAQ) because I think this info makes the most sense here, but I also considered:

  • Your suggestion: a separate page under Billing named Subscriptions (most visible, but requires reframing the page from an FAQ to more of a reference page)
  • A subpage under FAQ/ Billing (I thought this would be slightly less visible than keeping it all on the main page)

Here's the PR if you want to comment. Always available on Slack. Thanks!

Comment by Zachary Carr [ 12/Apr/21 ]

Hey sean.moran, I'll add this page this week - I don't need anything else to move forward right now. Thanks for the info & the draft!

Comment by Seán Moran [ 08/Apr/21 ]

zach.carr

Circling back to this. Let me know how we can move forward with creating documentation for frequently asked questions on our subscription based billing. I believe this should be a separate page under https://docs.atlas.mongodb.com/billing/ named Subscriptions.

Suggested Solution

Here's a draft: https://docs.google.com/document/d/1eZrpryZi-4qNFsZfYUXCpcUPJOhsE3Fv-3J6aJ4l5TM/edit

Why

Support, Sales, Finance, Cloud need to continuously educate newly onboarded customers frequently asked questions on our sales-sold subscription model. Our billing documentation is scarce on this topic and has no further guidance on basic billing questions once a customer moves from self-serve to sales-sold.

Comment by Michelle Chiu (Inactive) [ 01/Feb/21 ]

Hey zach.carr - Yes, that's correct. In the last sync meeting we had on this ticket, the four questions found in the above document were the confirmed questions we wanted to add to existing Billing documentation. This ticket serves as a way for us to ensure we have those answers written up and answered. seanrmoran, francesca.gusmini, and mukul.bhardwaj would be great contacts for you to chat with ��

Comment by Zachary Carr [ 29/Jan/21 ]

Hi michelle.chiu, I have a clarifying question about the attached document if you get a moment - I see that in the latest revision the questions we had workshopped were changed and most of the answers cleared.

Is this ticket to provide answers those 4 (new-ish) questions in the billing FAQ?

If so, I'm not sure of the answers to #2 and #4 (there is an answer for #4, but it is from a since-revised question) - would Seán Moran be the best person to ask about those?

Thank you!

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