QA Broadcast: Disposition Guide

L1 - Bug Tech Issue

L2 Description Examples  Access  This should be selected if the customer is complaining/reporting an access issue for a specific website/app. Issues with Netflix and BBC.  Connection   This should be selected if the customer is having connection issues with the app. Can't connect, app is not working. No data usage on device hash in admin tool.  Elite Loss   This should be used if the customer has a premium subscription but suddenly lost access to all premium benefits.

The customer has premium but they're getting the bandwidth limit notice, has only US VL, getting ads.

Email   This should be used if the customer has issues with sending/receiving emails while the VPN is active. Issues with their email app. (Outlook, Thunderbird, etc)  Speed   This should be used if the customer complains specifically about the speed of their connection while the VPN is turned on. Slow speedtest, slow browsing speed, slow video buffering.  Virtual Location displaying wrong IP/Content   This should be used if the customer states that they are connected to a specific VL but the IP address is showing for a different country. Customer is connected to the US but the detected IP is in UAE  Other   Should be used if the issue is not available in the other options mentioned above.

Tech/Bug other dispo should be filled out based on the error mentioned by the customer.

L1 - How to

L2 Description Examples About Any inquiries about Pango Services, features, benefits. Account Maintenance Customer asked to update their information on the subscription. Change email, username, add license code, etc. Change VL Inquiries about Virtual Locations.

Asking steps on how to change VLs.

Forgot Credentials The customer forgot their password or email. Can't sign in, request for password change. How to Purchase Inquiries about the premium subscription. Price of services, how to purchase a subscription, subscription plans. Log in Flow Inquiries on how to log into the account. How to sign-in. Stop Auto Renewal Inquiries on how to stop autorenewals.

How do I stop the renewal?

Turn VPN On/Off Inquiries on how to turn on/off the app. How do I turn on or connect with the VPN? Uninstall/Install Inquiries on how to uninstall/install the app. Customer is asking for the latest version of the app. Unlink/Link Inquiries on how to add or remove a device. Customer wants to change devices or free up devices they no longer use. Other Should be used if the issue is not available on the options mentioned above. N/A

L1 - Purchasing Issue

L2 Description Examples Activation Issues This is for customers who recently purchased a subscription but are having issues when activating premium features. "I have purchased premium but I can't sign in". Fraud/Child purchases The customer claims that they did not purchase any subscription with us or if the one who bought the subscription is a child. "This is a Fraud transaction, I did not allow this!" "My 7 years old daughter mistakenly purchased this,"  GDPR The customer wanted to remove their information on the system. "Can you remove my information?"  I wanted the free Version (Purchased by Mistake) Customer does not want to be charged with premium and claims that they wanted free version or it was mistakenly purchased. "I purchased the free trial", "I got charged but I just wanted to try the app.", "I only download your app but I did not authorize this transaction."

Please Remember, If the customer requested refund because they don't need it but the subscription is just recently purchased, this should be treat as Purchased by mistake Invoice Request This should be used if the customer requested a copy of the invoice. Note: Agents should notify their leadership on any request about invoices.   Multiple Subscription The customer has multiple paid subscriptions. Inquiries for a double charge, Customer has a different active subscription. No Longer use the service Premium Customers requesting to cancel because they don't need the service anymore. "I don't need it.", "I'm not using it." No Reason Given This should be used if the customer did not provide a specific reason for cancellation. Note: We should always probe why they need to cancel on retention or cancel/refund macro if it's still not established on the ticket. Pricing - Cannot Afford The customer wanted to cancel due to their financial situation. "I don't have enough money for this." "I can't afford this at the moment."  Switching over to a competitor The customer wanted to cancel because they found another VPN service. "I have found another VPN service that is cheap." or if the customer mentioned another VPN app  Switching Subscription This must be selected if the customer wanted to cancel because they wanted to upgrade their subscription with us. " I have monthly and I wanted to have your yearly subscription." "Can I have the 3-year subscription instead?"