“Customer Name” - Automatic Suspensions: Initial Treatment Checklist

Purpose:

The purpose of this document is to serve as a checklist and agenda for the initial meeting with “Company Name” to define and configure all necessary parameters for the successful implementation of an automatic account suspension process, covering the billing treatment timeline, account types, suspension behavior, fees, notifications, reactivation, and collections.

Billing Treatment Timeline

These are the configurable treatment steps “Company Name” needs to define for each account term:

• Days past due → Past Due Notification sent

• Days past due → Late Fee applied

• Days past due → Automatic Suspension triggered (soft disconnect)

• Days past due → Automatic Deactivation (service line removal / hard disconnect) • Days past due → Collection agency submission (~60-90 days typical)

Account Types & Terms To Configure

“Company Name” will need to decide which account types get automated suspension treatment. Government and Enterprise accounts often exclude late fees and suspensions.

[ ] Residential treatment

[ ] Business treatment

[ ] Government treatment (exclude suspensions?)

[ ] Enterprise treatment (exclude suspensions?)

Bill Cycle Alignment

● Confirm “Company Name’s” bill cycle(s) — currently appears to be Bill Cycle 1 ● Treatment dates are calculated based on bill cycle, account type, and account term (CO-4665)

Suspension Behavior - Clarify With

“Customer Name”

● Suspended = service interrupted but billing continues (account still accrues charges) ● Address any prior issues where suspended accounts still had active services ○ Do a search in RovoDev

● Confirm provisioning integration triggers a soft disconnect on the network when suspension fires

Suspension Fees

● Does “Customer Name” want an automated suspension fee applied at time of suspension? (CO-3954)

● if so, what amount?

Suspension Reason Codes

● Define reason codes for automated suspension (e.g., "Non-Pay")

● Reason codes for manual suspension if needed (e.g., voluntary, compliance) 2

Notification & Communication

● Pre-suspension warning — email/SMS before suspension? How many days in advance

● Suspension notice — notification when the account is actually suspended?

● Pre-autopay reminders — available via CO-4602 if “Company Name” uses autopay

Reactivation Process

● How should accounts be restored after payment? Automatic or manual?

● Confirm that reactivation restores all suspended service orders and billing

Deactivation & Collections (Downstream of Suspension)

● Days after suspension before automatic deactivation fires (CO-2414)

● Equipment pickup / service line removal process

● Collection fee % (typically 40% of outstanding balance)

● Timeline to collection status (~90 days typical)

Reporting

● Repeat Suspensions report is available under Customer Accounts (CO-4295) — walk Pharr through it

● Financial Aging Report for tracking write-offs

Internal Info

Reference: Similar Setup

● Fybe went through a similar setup (CS-15335) — may be a useful reference for treatment configuration

Key Contact(s)

Reference any open Jira tickets and communication preferences