Edge Billing- Applying Time Without Service

Created by Monica Wetherington Lugo, Modified on Thu, 9 Oct at 1:55 PM by Monica Wetherington Lugo

Objective

This guide walks you through the process of applying Time Without Service credit to a customer’s billable Managed Wi-Fi Edge properties. It includes steps for the 'Edge Admin Console.'

Credit Policy Overview

Time Without Service credit can be applied per 24- hour period outage.

Take the customer's total Smartaira monthly billable amount and divide it by 30 days.

Only applied to accounts that have a monthly billable rate.

Determine Applicable "Time Without Service" Credits

To assess if a customer qualifies for Time Without Service credits, follow these steps:

Check the KB Article property page to determine if the property is Residential or Bulk.
- If Bulk- we are unable to provide any credit.
- If Residential-
Check for Property-Wide Outages:
- Review the Network Operations Center (NOC) posts in the designated Teams channel. Confirm the outage and its duration using PRTG, which logs property-wide service interruptions.
If No Property-Wide Outage is Reported:
- Treat the issue as a potential unit-specific outage. Politely ask the customer when their service first became unavailable and if it has since been restored. Use available information (e.g., service tickets, technician appointments) to estimate restoration time.
Calculate Time Without Service

Determine how many full 24-hour periods the customer was without service:

Use the reported outage timeframe (from the customer and/or system records) to calculate the total number of full days without service.
Credits are typically issued based on the number of complete 24-hour periods without connectivity.

Step 1: Go into the KB Article Property Page and Log Into the Edge Admin Console

Access the 'Edge' Admin Console through the link in KB Property Page or Confluence and sign in using your 'radius' credentials.
Use the customer’s email (Portal Username) in the search bar at the top right to locate their account.

Step 2: Locate and Go into Accounts located in the middle of the page

To the right you will see the ACTIONS- select it. The drop-down selection will open.
Select JOURNAL

- This will open the AR Transaction section for your customer
- To the right of the screen, you will see the CREATE NEW.
- Select it and it will open the CREATE AR TRANSACTION

You are now in the Create AR Transaction:

In the CREDIT section enter the amount you will credit.
In REASON section enter- "admin entry- Time without service credit"
In NOTES section enter- Ticket and the dates you are crediting them for.

It should look like this

Be sure to document the reported outage timeframe and your method of verification in your Freshdesk ticket notes.