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1. Need to track "grandfathered" customers who receive PE (Partner Escalation) on GCP without being charged.

   Request for a flag for legacy clients under "partner-led premium support" who receive Partner Escalation at no cost.

   We need to track "grandfathered" customers who receive PE (Partner Escalation) on GCP without being charged as a result of having a qualifying B2B agreement. A proposed solution involves creating dummy contracts in the console for these customers and adding a flag to identify grandfathered customers.

   Core Problem: Grandfathered customers receiving PE on GCP are not being charged, but there's no clear flag to indicate this, leading to confusion for CRE teams and auditors, as they are dependent on a PLPS contract to understand whether they can escalate to Google support. There are 2 types of customers eligible for escalation, those paying for PLPS and those receive a PLPS equivalent due to the timing of when they signed their agreement.

   Proposed Solution:
   Create Dummy Contracts: For all grandfathered customers, create a dummy contract in the console for PE on GCP.

   Add a Flag/Dropdown:
   Within this PE object (contract), add a dropdown or checkbox.

   Purpose:
   To indicate that this is a "grandfathered" or "legacy account."

   Auditing:
   This flag will explain to auditors why no charge is applied (0% fee).

   Match Contract Dates:
   Use the actual contract end dates for these dummy contracts.

   AM Nudge:
   When a dummy contract is within six months of expiration, it will automatically create opportunities to remind sales reps to re-upsell the customer to paid PLPS.
   CRE

   Tool Integration:
   CRE tools look at a PE contract to determine if a CRE can escalate to Google. Using a PE object, even a dummy one, would allow the CRE team to continue their normal process without needing to find a separate flag on the individual customer.

   Future Reuse:
   The flag field could potentially be reused for future versions of partner-led support (e.g., v1, v2).

   Requirements/Next Steps:
   Create a dummy contract in the console for grandfathered customers with PE on GCP.
   Add a flag (dropdown or checkbox) to these dummy contracts to indicate they are "grandfathered" or "legacy accounts," so auditors understand why no charge is applied.
   Ensure the PE object in the console allows for a dropdown to identify grandfathered customers, with dates matching their contract end and a 0% fee.
   Potentially reuse this field for future versions of partner-led support (e.g., v1, v2).

   Request for a flag for legacy clients under "partner-led premium support" who receive Partner Escalation at no cost.

   We need to track "grandfathered" customers who receive PE (Partner Escalation) on GCP without being charged as a result of having a qualifying B2B agreement. A proposed solution involves creating dummy contracts in the console for these customers and adding a flag to identify grandfathered customers.

   Core Problem: Grandfathered customers receiving PE on GCP are not being charged, but there's no clear flag to indicate this, leading to confusion for CRE teams and auditors, as they are dependent on a PLPS contract… more

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   Planned  ·  AdminDewey (Admin, DoiT) responded

   This is will be evaluated against our CP4 work loads.