TABLE OF CONTENTS RETAIL PORTAL - BASICS... 2 PLACING AN ORDER... 3

Transcription

1 TABLE OF CONTENTS RETAIL PORTAL - BASICS... 2 PLACING AN ORDER... 3 ERROR MESSAGES... 5 CUSTOMER INFORMATION... 6 RISK ASSESSMENT PROCESS... 8 BENEFITS OF COLLECTING PREPAYMENT:... 9 PREPAYMENT AND PCI COMPLIANCE... 9 OFFERS DISPLAY Step 1: Customize Your Order Step 2: Enter Your Info Step 3: Schedule Installation ORDER CONFIRMATION: Order Confirmation ORDER DOES NOT AUTOMATE ABANDON ORDERS Top Reasons Orders Don t Get Installed and How You Can Reduce Them CHARTER CALL CENTER HOW TO RESET YOUR PASSWORD ENTERED ORDERS View Entered Orders Report REPORTING Compensation Portal What is it? How quickly can I check on order status? How does the Portal track my commission payments? Process for Payments and Claims Payment Schedule How do I use the Compensation Portal? Obtaining Order Status Researching a Commission Submitting / Following up on a Claim RETAIL PORTAL TROUBLE TICKET MARKETING CHARTER SERVICES This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 1

2 RETAIL PORTAL - BASICS Click here to enter text. URL: The Retail Portal is a web base tool that allows access to: o Buy Flow (Order Entry) o View Order Report o Synygy (Commissions and Claims) User Name and Password are required to access the portal. Preferred Internet browsers are Internet Explorer 8 (and above), Google Chrome, and Firefox. After login, these will be the options on the homepage: This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 2

3 PLACING AN ORDER Input street address & zip Click here to enter text. o o System checks for serviceability If it shows as non-serviceable: re-check spelling of street; re-check zip code (can use spell street name out (no abbreviations); put apt # in Apt field Please do not use comma, on any field Charter Call Center can double-check serviceability if these changes do not work Click Start If the address is not serviceable the following message will be displayed: This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 3

4 If there are Charter Services installed at this address this message will be displayed: When selecting Yes, I have existing Charter service at this address and click Log In, enter the account number, so additional services can be added: When selecting No, I would like to set up new service for this address and click View Offers you will be able to enter customer s contact information and select offers. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 4

5 ERROR MESSAGES: Customer NOT Serviceable: If the address entered is not within Charter s footprint, this message will be displayed: Sorry, Charter services are not available Select the Return to Address selection screen link to start over Delinquent Customer: A Delinquent customer is an active customer that owes a past due balance. If the address entered follows under this category, this message will be displayed: This Order cannot be placed Please have the customer contact Customer Non-Pay Customer: Non-Pay is an inactive customer that owes a balance due to non-payment. If the address entered follows under this category, this message will be displayed: This Order cannot be placed Please have the customer contact Customer (855) for more information This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 5

6 IF THE ADDRESS IS SERVICEABLE AND THERE ARE NO ISSUES WITH THE ACCOUNT, THIS SCREEN WILL BE DISPLAYED: CUSTOMER INFORMATION Confirm if customer has lived in that address for over a year. o Selecting NO requires the customers previous address to be input- This helps identify customer status (past history). o Selecting YES indicates this is a resident who has lived there longer than a year without having any active Charter services. Input customer s name, phone number and address (information must be the account owner info). Must use customers address- Do NOT use a fictitious or store address- If customer does not have an address please call to complete the order. Input your Agent s Address This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 6

7 Based on Customer Information provided, the assessment will determine if the Customer requires Prepayment or not. If the customer is required to prepay for this order a message will be displayed. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 7

8 IF CUSTOMER DOES NOT REQUIRE PREPAYMENT, THIS MESSAGE WILL BE DISPLAYED: NOTE: If for example the order does not automate and the Retailer needs to call in the Order Entry Team to complete the order, and he/she is informed that the Customer requires prepayment (even though the Buy Flow said the opposite), the customer will have to prepay. The call center does not have access to our portal. All decisions made by the order entry team in terms of whether or not the customer requires a prepayment will supersede what the order entry screen stated. RISK ASSESSMENT PROCESS Former customers who either owe Charter >$20 or unreturned equipment require prepayment to schedule 8% of prospect service locations flagged as risky require prepayment to schedule Prepayment scenarios Former customers who do not owe Charter >$20 or unreturned equipment do not require prepayment to schedule 92% of prospect service locations not flagged as risky do not require prepayment to schedule Charter now uses Experian to better identify former customers to properly ascertain risk and asses prepayment only when necessary. Charter does not request a SSN from customers. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 8

9 BENEFITS OF COLLECTING PREPAYMENT: Customer is now invested, less chance of a chargeback occurring during the initial 120 Days. Customer is less likely to have sticker shock when fist bill is received as the installation and initial month are already paid. Increase volume by viewing prepay requirements as part of doing business rather than a no thank you. Increased volume combined with reduced chargebacks mean higher bounties Assuring customers sign with Charter through YOU, creating opportunities for additional future business and increased referrals. PREPAYMENT AND PCI COMPLIANCE Charter is committed to help our dealer partners to embrace PCI Compliance in order to collect prepayment information when Charter requires it. Assures that your customer s order is completed by YOU from start to installation date confirmation. Note: If you are not PCI Compliant and your customer requires prepayment, you will need to contact our call center and transfer the call to our customer service representative so he/she can collect prepayment information. Failure to properly safeguard customer s personal data can result in fines, penalties and most importantly lost sales! Here is the link to the PCI Securities Standard s Council to give you a better understanding of their mission and why these standards are so important today: There are several companies authorized by the PCI Council to assess and certify your company as being compliant. Price for a small level 4 business is very nominal: This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 9

10 OFFERS DISPLAY Choose the offer of your customer s preference. Localized offers: Price may vary by market, for example certain markets could have an overbuilder offer of triple play at $79.97 instead of $ The address you enter drives your customer s offer in the portal. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 10

11 Step 1: Customize Your Order Selecting Equipment your customer will need If customer wishes to add DVR to their order you must select the Yes box. Select the number of TV s the customer wants wired for service. Select the type of box the customer would like (HD, SD) Each TV requires a box. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 11

12 Customize Your TV Lists what is included in the package, and provides ability to add premium channels and additional digital packages as available based on the package selected (Digital Tier 1, 2). This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 12

13 Customizing Your Internet The modem is FREE. Provides the ability to add a wireless router to the order (WiFi). A monthly fee and a One Time Activation Fee will be added. Customizing Your Phone Provides the ability to keep your current phone number or get a new phone number through Charter. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 13

14 At the bottom of the screen the Monthly Total will appear. Click CONTINUE IF DEALER IS PRESENT WITH THE CUSTOMER: The 911 acknowledgment will be displayed. Customer must read the terms and check I Agree to indicate he/she understands and agrees. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 14

15 If not present with customer: upon completion of the order, customer will receive an with a link to accept the E911 service agreement. If customer did not accept the terms and conditions via address, retailer must call and transfer the call to customer in order to complete E911 service agreement. Step 2: Enter Your Info Confirm customer s address If you the retailer clicked on the Address Selection Screen that you were present with the customer, the E911 Agreement check box will be displayed. Customer must read the E911 terms and check to indicate the customer understands and agrees. Check I agree with Charter Residential Terms of Service. In Agent s please type your address in the field. This will send you a confirmation page of the order. Click SUBMIT ORDER. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 15

16 Select between: - Credit Card - Checking /Savings If customer requires prepayment and Retailer is PCI Compliant, enter the Customer s billing information to pay the amount due. If the Retailer is not PCI Compliant please warm transfer the Call to the Order Entry so customer can provide Credit Card information and program installation. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 16

17 Step 3: Schedule Installation After selecting potential date and time, click Continue. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 17

18 ORDER CONFIRMATION: Order Verification Print and keep as a reminder of the installation appointment. If the order includes Phone service and/or the customer would like to keep existing telephone number with Charter, please remind the customer to complete TPV & E911. The customer will receive an , which includes a link to Charter Services Acceptance Agreements. Customer must review and accept the terms and conditions within 24 hours of receiving the ; otherwise the Phone Service will not be included in the order. If the customer did not accept the terms and conditions via address, the retailer must call and transfer the call to customer in order to complete the porting and E911 agreement (when customer was not present at the time the order was placed). This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 18

19 Order Confirmation When the order is completed the customer and retailer will receive an confirmation Charter Services Acceptance Agreements If the order includes Phone service and/or the customer would like to keep existing telephone number with Charter, the customer will receive this , which includes a link to Charter Services Acceptance Agreements. Customer must review and accept the terms and conditions within 24 hours of receiving the ; otherwise the Phone Service will not be included in the order. If the customer did not provide an address, the retailer must call and transfer the call to customer in order to complete the porting and E911 agreement (when customer was not present at the time the order was placed). This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 19

20 This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 20

21 Wrapping Up Advise the customer to expect a reminder phone call from Charter to confirm scheduled date and time of install. If customer needs to change the installation date/ time, they may call Charter Customer Service at Get-Charter (24/7). If for any reason the portal is directing you to call into Order Entry to finish the order or you need to make changes to the order please do so by calling Have your sales ID ready along with the Order Confirmation / Account Number. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 21

22 ORDER DOES NOT AUTOMATE If the Order does not automate, the portal will direct you to call into Order Entry to finish the order, please do so by calling Have your sales ID ready along with the Order Confirmation number. The main reason for non-automation is that the customer requires prepayment and the Retailer is not PCI Compliant. Another reason could be that the address is not in Charter s Billing System. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 22

23 ABANDON ORDERS If the Portal directs you to call into Order Entry and you the Retailer do not call within 4 hours, Charter s Call Back group will call the customer and try to successfully close this order. If this order gets installed, you the retailer will get credit for the sales. Usually an order is abandon when: The customer is not ready to prepay The customer is not ready to make a decision Training issues with the Retailer s agent Top Reasons Orders Don t Get Installed and How You Can Reduce Them o o o o o o Customer changed his mind and cancelled the installation, either during the installation confirmation call or by contacting Charter directly; or told Charter he didn t place the order. Confirm that customer wants Charter service. Cover the monthly rate and installation fees in detail and confirm customer acceptance. Customer owes a balance on a different account. Be sure to read the question Are you moving to this address or have you lived here less than a year? to the customer, and if necessary input the customer s previous address. The system will attempt to match the name with the address to assess the situation, and will guide you accordingly. Customer required prepayment and didn t have a credit card to pay for the installation + first month s service. Be sure to explain to the customer that in some cases, pre-payment of the installation cost plus the first month s service is required prior the installation. The customer was not at home when the technician arrived to install the service. At the end of the transaction, confirm the date/time of the installation, and ask them to keep the information in a conspicuous place so they will remember. If circumstances later change and they cannot make the appointment, he can call GET-CHARTER (24/7) to reschedule the installation. No one over 18 was present when the technician arrived to install the service. Be sure to read this section on the Order Summary page aloud to the customer to be sure he s clear on this. Customer waited at home but no installer arrived. Order was not scheduled in Charter s billing system. Be sure to call Charter s Call Center for any orders that do not display a choice of installation dates. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 23

24 CHARTER CALL CENTER Phone number: Mon-Fri 7:00am-11:00pm central time; Sat-Sun 7:00am -10:00pm central time DO DO NOT Call to place an order with Confirmation Number when the order did not automate Call to re-schedule installation date - for this customer should call 1888-GET-CHARTER (24x7) Call to place an order without Confirmation Call to get Status on pending orders Number when the Portal is down Call to re-enter a cancelled order Call to ask questions about pricing or packaging; contact your Account Representative or Sales Executive for these details or for training. Call to take prepayment information directly from customer when retailer is not PCI Compliant Call to confirm if the Sales ID is on the order or not. In this case your Account Representative or Sales Executive can confirm in Charter s Billing System. Do ask your sales representative to retailer Account information (Account Number) when the order is set up. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 24

25 HOW TO RESET YOUR PASSWORD Did you forget your password? Access the Retail Portal Site and follow these steps: This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 25

26 When you receive your temporary password, access the Retail Portal, enter your Username and temporary password and click Login. {Temporary Password} SECURITY QUESTION If you entered the incorrect Answer to the security question, you will get an error message. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 26

27 If you do not remember the answer to your Security Question, please contact the Retail Support Team and request password reset. Make sure you provide your USERNAME. As soon as the Retail Support Team resets your password, you will receive an with your temporary password. If you wish to change your Password and/or Security Question/Answer: Click on Security and then select Settings This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 27

28 ACCOUNT LOCKED If you forgot your password and tried to guess it after the 5 th time, your account will be locked. SUGGESTION: Instead of trying to guess your password, you should click on Forgot Your Password link and get a temporary password. Please contact the Retail Support Team AuthorizedCharterRetail@charter.com and request password reset. Make sure you provide your USERNAME. As soon as the Retail Support Team resets your password, you will receive an with your temporary password. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 28

29 ENTERED ORDERS View Entered Orders Report This option allows you to verify orders enter by each member of your team You can select a specific period of time You can export the data for easy analysis REPORTING Compensation Portal Link to Synygy Charter Compensation Portal Track your Orders and Commission Payments What is it? Back-end sales tracking system designed to work in tandem with the Retail Portal that allows you more interactive visibility to your Charter sales Permits you to monitor the effectiveness of your employees performance and apply training and coaching as needed to improve your close rate, increase your commissions, and reduce future charge-backs. You can access the Compensation Portal 24/7, to: Check the status of your company s input orders pending, cancelled or installed Find out when you ll receive commission payment for installed orders, and how much those payments will be Submit a claim when you haven t received payment for an order you believe qualifies This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 29

30 How quickly can I check on order status? All data in the Portal is on a two day delay to allow Charter s back-end systems time to accurately reflect the activity. Therefore pending, completed, or cancelled orders will not populate in the portal until 2 days after their last status change. For example, if an order is entered on July 1 st, it will show up in the system as pending on July 3 rd. If that order is installed on the 5 th, it will show the status change from pending to installed on the 7 th. This is important to remember when checking your orders, reconciling payments, or submitting claims. How does the Portal track my commission payments? Each sale your company inputs equates to a work order. Each work order is assigned to your company s unique payment file. Your payment file is identified by your Charter-assigned Sales ID. After your order is installed, Charter also assigns an associated customer account number, which will also display in your payment file along with the commission amount your company will be paid for the sale. When you have sold multiple products to a single customer, the line item for that customer s work order and account number will identify those products along with the commission for each, and the total commission calculated in the Portal. The date of payout will be determined by your contractually-specified payment terms. If your company is set up for ACH (direct deposit) then the payment will be sent on the date provided. If your company is set up to receive a live check, check runs occur every Friday. So, for example, if the date of your payment is Tuesday, June 19 st, and you are using ACH, payment will be transferred to your account on that date. If you re set up to receive a live check, the payment will be sent out via U.S. mail Friday June 22 nd. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 30

31 Process for Payments and Claims: Invoices will be paid out to you 21 days after they have been coded and sent to Charter s finance group. A claim is any sale you feel was installed and should have paid out to you, that does not show on the invoice. For any such circumstances, please submit a claim through the Compensation Portal (procedure detailed below) no later than 30 days after receiving an invoice. Example: When an invoice is received on April 15 th for sales made during the previous week, please submit any claims for those dates (April 10 th through 16 th ) by May 15 th. Any claims made after this date will be denied. Charge-backs are based upon 120 days of customer activity. If a customer disconnects within 120 days, you will be charged back on the next invoice for that sale. The charge-back is on a per-line of business (i.e., internet, phone, digital). Example: If the customer was installed on April 10, you will need to ensure that the customer remains active for 120 days from that point to avoid any chargeback. If a customer was originally installed with a triple play (video/internet/phone) and disconnects video but retains internet and phone the charge-back would be for the digital line of business. Payment Schedule Retailer Payment Schedule is based on Synygy s Process Date which represents 2 days after the installation or disconnect has occurred. NEW INSTALLS New installations processed from Saturday through Friday will be submitted for payment 21 days after that given Friday. This payment will be processed by Charter on that given Friday. Checks will be cut that Friday or an ACH payment will be sent via direct deposit to the retailer s bank account. For example, New Installs with the Process Date from April 20 through April 26 will be paid on Friday May 17 (21 days after April 26). The example below illustrates this: This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 31

32 DISCONNECTS If customer cancels service within 120 days after Installation, Payment made to retailer will be deducted. Disconnects processed from Saturday through Friday will be deducted 7 days after that given Friday. For example, disconnects with Process Date from May 4 through May 10 will be deducted on Friday May 17 (7 days after May 10). The example below illustrates this: ADJUSTMENTS (Claims) Adjustments work the same as Disconnects. Adjustments processed from Saturday through Friday will be paid/deducted 7 days after that given Friday. For example, adjustments with Process Date from May 4 through May 10 will be deducted on Friday May 17 (7 days after May 10). In the examples above, all installs, chargebacks and adjustments will be applied on Friday May 17 payment. * * If a negative amount is carried for the balance of this payment, the negative amount will be applied to any future payments. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 32

33 How do I use the Compensation Portal? 1. Log into the Retail Portal - using your user name and password. 2. Select Reporting from the menu at the top of the screen. 3. This link will take you to the Synygy Welcome Screen below: Note all data within any table can be extracted to excel, so you can create your own reports or store the information in a place separate from the Synygy system. For more information on how to download data to Excel (and other navigation), please refer to the Portal User Guide within the Documents section on the menu. Obtaining Order Status To obtain the Order Status, proceed through the following steps. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 33

34 1. From the welcome screen, click on Retailer Commission Details from within the Retailer Commission Information Section 2. On the next screen there will be a listing of the Complete and Processed line items. By default, the system presents the Last 30 days of Data based on Paid Date. To search for records outside of the past 30 days, click the All tab at the top of the data table: Each Row of data represents a line item from the work order and each column identifies the characteristics of the line item. To find an order, enter the available information at the top of the appropriate column in the space provided. For example, in the below screen shot, you are looking for customer name Garcia. In this case, the wildcard search *Garcia* will return all records that contain Garcia anywhere in the name. You can then narrow your search further by looking at address or other customer-specific characteristics. 3. If an order is in this table, it may be Complete, or it can be Pending. It may also have been Cancelled. 4. To determine if an order is Pending or Cancelled, click on the Cancelled/Pending Work Orders link in the Retailer Commission Information section. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 34

35 5. The system returns a table with two tabs. The default (first) tab contains Pending orders. The second tab contains Cancelled work orders. Each Row of data represents a line item from the work order and each column identifies the characteristics of the line item. To find an order, enter the available information into the appropriate column. For example, in the screen shot below, the user knows the street name contained Elm. 6. If an order can t be located in any of the steps above, then it may be necessary to enter a claim see section below on Submitting/Following up on a Claim. Reminder: data is reflected in the Portal two days after the last status change. Researching a Commission To research a commission on an order or a number of orders, proceed through the following steps. 1. From the welcome screen, click on Retailer Commission Details from within the Retailer Commission Information Section 2. On the next screen will be a listing of the Complete and Processed line items. By default, the system presents the Last 30 days of Data based on Paid Date. To search for records outside of the past 30 days, click the All tab at the top of the data table: This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 35

36 Each Row of data represents a line item from the work order and each column identifies the characteristics of the line item. To find an order, enter the available information into the appropriate column. For example, in the below screen shot, you know that the customer account number is For this particular customer s account, you sold the customer four line items. Note that not all line items are commissionable, depending upon your contractually-specified payment terms. In this example, you sold the customer Digital Cable, a DVR, and HBO, and your contract specifies you will be paid a commission of $60 for offer #C30 (Digital Cable) and $60 for offer #I13 (HSI High Speed Internet). The Portal has shown all items sold to the customer, and noted which are commissionable. Submitting / Following up on a Claim The definition of a claim is when you believe you have not been paid for an order, and need Charter to research the order s status. When submitting a claim, it is important to provide as much information as possible, including name, address, phone number, Charter products ordered, work order number, account number, and any other details you d like to tell us about. This makes the claims research process much more efficient, and faster. Please note that all data in the Portal is always 2 days behind, so orders pending and installed on a Wednesday will not be available to view until Friday. All claims need to be submitted within 30 days of an order being submitted. If an order is submitted on January 21 st and it is believed the installed order should be paid out, a claim must be submitted by February 20 th to receive credit Charter will research the claim and respond to you as quickly as possible. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 36

37 Claims will be categorized as Approved, Rejected or More info Required. If the claim is Approved, Charter issues payment as part of your very next invoice. A claim can be Denied for a variety of reasons that can result in no payment to you, including, but not limited, to the order did not install, the order did not originate from you, or the order was previously paid for. The status will be provided back to you in the comment section. If the claim is marked More info needed you will be asked to provide more info on the order. This may be due to the fact Charter cannot identify the customer or it is not clear what line of service is being claimed. If more info is required the info needed will be provided back to you in the comment section. To submit a claim, proceed through the following steps: 1. From the welcome screen, click on Enter Claim from within the Claim Information section 2. The system will return a table listing all Complete line items. 3. There are two types of claims: Claims associated with processed line items and all other Claims. The steps to enter each type of Claim are separated below. a. To enter a claim for a missing order i. Click the icon that resembles a little man ( Submit Request ) ii. The system will present a dialogue window with only one option select Incorrect Bounty and then click Next This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 37

38 iii. The system will present another dialogue window iv. Populate all available information and click Submit v. Your claim has been submitted. b. To enter a claim on one of these line items i. Click the check box next to the line item ii. Then click the little man icon iii. The system will present a dialogue window with only one option select Incorrect Bounty and then click Next This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 38

39 iv. The system will present another dialogue window with a number of fields populated with data from the selected line item record. Scroll to the bottom of the window and enter your claim details into the Comment field and click Submit : v. Your claim has been submitted. To check the status of a previously entered claim, proceed through the following steps: 1. From the welcome screen, click on Claim Status from within the Claim Information section This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 39

40 2. The system will return a table listing all Open claims. To view Closed claims, click on the tab Closed. RETAIL PORTAL TROUBLE TICKET If you have any issues with the Retail Portal, please send the following information to Authorizedcharterretail@charter.com. Please make sure you include the problem description, the customer s address, and screen shots. RETAIL PORTAL TROUBLE TICKET Requestor: Retailer Name: Internet Browser Version: Problem Description: Date: Customer s Address Street Address: Apt or Unit: Zip Code: Please send Trouble Ticket Form and screen shots to: AUTHORIZEDCHARTERRETAIL@CHARTER.COM This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 40

41 MARKETING CHARTER SERVICES o We are happy to assist you with guidance and advertising assets when you are ready to include Charter services as part of your overall marketing efforts. Retailers of Charter service have had success with newspaper advertising, direct mail, Yellow Pages ads, and by including Charter on their websites along with assets from other companies whose services they sell. o o Please note that you are prohibited from using , fax, social networking, text messaging, purchasing branded paid search (you may bid and purchase on non-non branded paid search), sites that list Charter as any part of the URL, outbound telemarketing or door-to-door sales to market Charter, even as a fall-back when you are selling other services. Charter has a formal process for contracting with telemarketing and door-to-door sales contractors outside the purview of the Retail Sales Program. Charter has a wide variety of materials already approved and ready for your use that contain the most current logo, copyright & trademark symbols, promotional copy & disclaimers, and we will be happy to assist in developing additional materials if needed. All marketing tactics must clearly communicate that your company is an Authorized Retailer of Charter services. Please present all proposed marketing activities and materials to your Charter Representative for approval prior to use. This includes website copy, Yellow Pages ads, newspaper ads, and direct mail lists, which need to be scrubbed so that residences that have previously requested they receive no Charter marketing can be removed. This document is subject to change. Not intended for customer distribution. Created on: 5/4/15 Page 41