How to handle with cases when person call to support do something? (e.g. requests to deactivate licenses, upgrade 4Soft, etc.)

How to handle with cases when person call to support do something? (e.g. requests to deactivate licenses, upgrade 4Soft, etc.)

Q: How to handle with cases when person call to support do something?     
 e.g. requests to any changes related to the POS system such as deactivate license or change phone number, upgrade 4Soft, etc.

      Ex. :  In case#1 [Ref.Ticket #20035 https://support.wawio.com/agent/wawiopos/wawio/tickets/details/320655000031502001] 
                    ... Calling from K. Oh  (External:Sales Agent)
                               ....Calling from K. Art (External:Sales Agent of 3A Express)

A: The technical support team needs to check if the customer has a PSP before providing support.
        Perform a check on the Customer profile in the SLA & Contracts information section to see if there is a PSP with Wawio or not.
         In case#1: "The merchant has PSP SLA-WAWIO Support."
           - Please verify the identity of the merchant before proceeding with any action. If Tier 1 verification is not conclusive, please notify them to contact the CS department directly."
           - Technical support must request confirmation and obtain permission from the restaurant owner before making any changes related to the POS system only such as deactivate license or change phone numbers.
           - Create ticket and provide comprehensive details regarding the issue in the support ticket.
    Caution!!! Please noted that it should be informed by owner only before changing any info.   
​
 In case#2: "There is no PSP SLA-WAWIO Support"
            - Please inform the customer that as we have checked our system, the merchant has not yet activated the PSP SLA-WAWIO support.
            - Advise the merchant to contact customer service (CS) to process the PSP first before proceeding with the aforementioned request even if it's outside office hour of US Time Zone, please ask the customer to wait for the next business day to be assisted as the technical support team cannot process the request in advance in the case of No-PSP.
            - Create ticket and provide comprehensive details regarding the issue in the support ticket.

Wawio Support - PSP Policy