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    <description>This file is an XML representation of an issue</description>
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        <build-number>970001</build-number>
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<item>
            <title>[DOCS-14064] Add Issue Resolution Questions to Billing Documentation</title>
                <link>https://jira.mongodb.org/browse/DOCS-14064</link>
                <project id="10380" key="DOCS">Documentation</project>
                    <description>&lt;h2&gt;&lt;a name=&quot;Description&quot;&gt;&lt;/a&gt;Description&lt;/h2&gt;

&lt;p&gt;With the update of &lt;a href=&quot;https://mongodb.invisionapp.com/share/HKZMA8KFQYN#/439375283_01_Cover&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;new designs&lt;/a&gt; to the Billing pages from the &quot;Improve Billing Issue Resolution for Self-Serve and Sales-Sold Customers&quot;&#160;ticket, new Q&amp;amp;A will need to be added to Billing documentation (found in &lt;a href=&quot;https://docs.google.com/document/d/1g6Fa05VJjnsuaEcJZWi4Ohm16Xv8N7dnXhNcSI7DSIg/edit#heading=h.9melv5gy8ktl&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;this document&lt;/a&gt;).&lt;/p&gt;
&lt;h2&gt;&lt;a name=&quot;Scopeofchanges&quot;&gt;&lt;/a&gt;Scope of changes&lt;/h2&gt;

&lt;p&gt;As seen in the document above, there are four questions that will need to be newly addressed.&lt;/p&gt;
&lt;h2&gt;&lt;a name=&quot;ImpacttoOtherDocs&quot;&gt;&lt;/a&gt;Impact to Other Docs&lt;/h2&gt;

&lt;p&gt;N/A&lt;/p&gt;
&lt;h2&gt;&lt;a name=&quot;MVP%28WorkandDate%29&quot;&gt;&lt;/a&gt;MVP (Work and Date)&lt;/h2&gt;
&lt;h2&gt;&lt;a name=&quot;Resources%28ScopeorDesignDocs%2CInvision%2Cetc.%29&quot;&gt;&lt;/a&gt;Resources (Scope or Design Docs, Invision, etc.)&lt;/h2&gt;

&lt;p&gt;&lt;a href=&quot;https://docs.google.com/document/d/1g6Fa05VJjnsuaEcJZWi4Ohm16Xv8N7dnXhNcSI7DSIg/edit#&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;Billing Q&amp;amp;A&lt;/a&gt;&lt;/p&gt;

&lt;p&gt;&lt;a href=&quot;https://mongodb.invisionapp.com/share/HKZMA8KFQYN#/439375283_01_Cover&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;InVision Link&lt;/a&gt;&lt;/p&gt;

&lt;p&gt;&#160;&lt;/p&gt;</description>
                <environment></environment>
        <key id="1572039">DOCS-14064</key>
            <summary>Add Issue Resolution Questions to Billing Documentation</summary>
                <type id="3" iconUrl="https://jira.mongodb.org/secure/viewavatar?size=xsmall&amp;avatarId=14718&amp;avatarType=issuetype">Task</type>
                                            <priority id="3" iconUrl="https://jira.mongodb.org/images/icons/priorities/major.svg">Major - P3</priority>
                        <status id="6" iconUrl="https://jira.mongodb.org/images/icons/statuses/closed.png" description="The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.">Closed</status>
                    <statusCategory id="3" key="done" colorName="success"/>
                                    <resolution id="13201">Fixed</resolution>
                                        <assignee username="zach.carr@mongodb.com">Zachary Carr</assignee>
                                    <reporter username="michelle.chiu@mongodb.com">Michelle Chiu</reporter>
                        <labels>
                    </labels>
                <created>Fri, 18 Dec 2020 15:48:24 +0000</created>
                <updated>Sun, 29 Oct 2023 13:54:31 +0000</updated>
                            <resolved>Wed, 19 May 2021 14:55:08 +0000</resolved>
                                                                    <component>Atlas</component>
                        <due></due>
                            <votes>0</votes>
                                    <watches>3</watches>
                                                                                                                <comments>
                            <comment id="3791769" author="zach.carr" created="Wed, 19 May 2021 14:55:08 +0000"  >&lt;p&gt;Merged to master and published.&lt;/p&gt;

&lt;p&gt;&lt;a href=&quot;https://github.com/10gen/cloud-docs/pull/2266&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;PR&lt;/a&gt;&lt;/p&gt;</comment>
                            <comment id="3772141" author="sean.moran" created="Thu, 13 May 2021 17:09:08 +0000"  >&lt;p&gt;Reviewed! Only a few more nit picks. Excellent work.&lt;/p&gt;</comment>
                            <comment id="3767745" author="zach.carr" created="Tue, 11 May 2021 20:34:50 +0000"  >&lt;p&gt;Hi &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=sean.moran&quot; class=&quot;user-hover&quot; rel=&quot;sean.moran&quot;&gt;sean.moran&lt;/a&gt;, I updated the docs with the notes from our last discussion in the &lt;a href=&quot;https://github.com/10gen/cloud-docs/pull/2266&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;same PR&lt;/a&gt; - please take a look whenever you get a chance. Thank you!&lt;/p&gt;</comment>
                            <comment id="3748211" author="sean.moran" created="Fri, 30 Apr 2021 08:23:14 +0000"  >&lt;p&gt;Thanks &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=zach.carr&quot; class=&quot;user-hover&quot; rel=&quot;zach.carr&quot;&gt;zach.carr&lt;/a&gt;! Amazing work. Let&apos;s meet next week. Collecting final feedback from Finance.&#160;&lt;/p&gt;</comment>
                            <comment id="3742270" author="zach.carr" created="Tue, 27 Apr 2021 19:42:08 +0000"  >&lt;p&gt;Hi &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=sean.moran&quot; class=&quot;user-hover&quot; rel=&quot;sean.moran&quot;&gt;sean.moran&lt;/a&gt;, thanks for all your feedback! Here is the &lt;a href=&quot;https://github.com/10gen/cloud-docs/pull/2266&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;updated PR&lt;/a&gt; whenever you have a chance to look. Please feel free to schedule another Zoom meeting - that&apos;s been a good way to address everything at once.&lt;/p&gt;</comment>
                            <comment id="3720703" author="sean.moran" created="Thu, 15 Apr 2021 15:59:22 +0000"  >&lt;p&gt;Thanks so much &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=zach.carr&quot; class=&quot;user-hover&quot; rel=&quot;zach.carr&quot;&gt;zach.carr&lt;/a&gt;&lt;/p&gt;

&lt;p&gt;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. &lt;/p&gt;</comment>
                            <comment id="3718609" author="zach.carr" created="Wed, 14 Apr 2021 17:25:05 +0000"  >&lt;p&gt;Hi &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=sean.moran&quot; class=&quot;user-hover&quot; rel=&quot;sean.moran&quot;&gt;sean.moran&lt;/a&gt;, I&apos;ve added these FAQs to the Billing FAQ page - please let me know what you think &lt;a href=&quot;https://docs-atlas-staging.mongodb.com/cloud-docs/docsworker-xlarge/DOCS-14064/reference/faq/billing/&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;about this staged layout&lt;/a&gt; whenever you have some time.&lt;/p&gt;

&lt;p&gt;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:&lt;/p&gt;

&lt;ul class=&quot;alternate&quot; type=&quot;square&quot;&gt;
	&lt;li&gt;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)&lt;/li&gt;
	&lt;li&gt;A subpage under FAQ/ Billing (I thought this would be slightly less visible than keeping it all on the main page)&lt;/li&gt;
&lt;/ul&gt;


&lt;p&gt;&lt;a href=&quot;https://github.com/10gen/cloud-docs/pull/2266&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;Here&apos;s the PR&lt;/a&gt; if you want to comment. Always available on Slack. Thanks! &lt;/p&gt;</comment>
                            <comment id="3713892" author="zach.carr" created="Mon, 12 Apr 2021 19:27:44 +0000"  >&lt;p&gt;Hey &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=sean.moran&quot; class=&quot;user-hover&quot; rel=&quot;sean.moran&quot;&gt;sean.moran&lt;/a&gt;, I&apos;ll add this page this week - I don&apos;t need anything else to move forward right now. Thanks for the info &amp;amp; the draft! &lt;/p&gt;</comment>
                            <comment id="3708480" author="sean.moran" created="Thu, 8 Apr 2021 17:51:44 +0000"  >&lt;p&gt;&lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=zach.carr&quot; class=&quot;user-hover&quot; rel=&quot;zach.carr&quot;&gt;zach.carr&lt;/a&gt; &lt;/p&gt;

&lt;p&gt;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 &lt;a href=&quot;https://docs.atlas.mongodb.com/billing/&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;https://docs.atlas.mongodb.com/billing/&lt;/a&gt; named Subscriptions.&lt;/p&gt;

&lt;h3&gt;&lt;a name=&quot;SuggestedSolution&quot;&gt;&lt;/a&gt;Suggested Solution&lt;/h3&gt;

&lt;p&gt;Here&apos;s a draft: &lt;a href=&quot;https://docs.google.com/document/d/1eZrpryZi-4qNFsZfYUXCpcUPJOhsE3Fv-3J6aJ4l5TM/edit&quot; class=&quot;external-link&quot; target=&quot;_blank&quot; rel=&quot;nofollow noopener&quot;&gt;https://docs.google.com/document/d/1eZrpryZi-4qNFsZfYUXCpcUPJOhsE3Fv-3J6aJ4l5TM/edit&lt;/a&gt;&lt;/p&gt;

&lt;h3&gt;&lt;a name=&quot;Why&quot;&gt;&lt;/a&gt;Why&lt;/h3&gt;

&lt;p&gt;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.&lt;/p&gt;</comment>
                            <comment id="3593695" author="michelle.chiu" created="Mon, 1 Feb 2021 22:08:10 +0000"  >&lt;p&gt;Hey &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=zach.carr&quot; class=&quot;user-hover&quot; rel=&quot;zach.carr&quot;&gt;zach.carr&lt;/a&gt;&#160;- Yes, that&apos;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. &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=seanrmoran&quot; class=&quot;user-hover&quot; rel=&quot;seanrmoran&quot;&gt;seanrmoran&lt;/a&gt;, &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=francesca.gusmini&quot; class=&quot;user-hover&quot; rel=&quot;francesca.gusmini&quot;&gt;francesca.gusmini&lt;/a&gt;, and &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=mukul.bhardwaj&quot; class=&quot;user-hover&quot; rel=&quot;mukul.bhardwaj&quot;&gt;mukul.bhardwaj&lt;/a&gt;&#160;would be great contacts for you to chat with &#65533;&#65533;&lt;/p&gt;</comment>
                            <comment id="3589706" author="zach.carr" created="Fri, 29 Jan 2021 16:06:01 +0000"  >&lt;p&gt;Hi &lt;a href=&quot;https://jira.mongodb.org/secure/ViewProfile.jspa?name=michelle.chiu&quot; class=&quot;user-hover&quot; rel=&quot;michelle.chiu&quot;&gt;michelle.chiu&lt;/a&gt;, 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. &lt;/p&gt;

&lt;p&gt;Is this ticket to provide answers those 4 (new-ish) questions in the billing FAQ?&lt;/p&gt;

&lt;p&gt;If so, I&apos;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 Se&#225;n Moran be the best person to ask about those?&lt;/p&gt;

&lt;p&gt;Thank you!&lt;/p&gt;</comment>
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