Procedures - Revision history

Arvind: /* Placing Licence Restrictions */

2026-01-15T05:11:00Z

Placing Licence Restrictions

← Older revision		Revision as of 05:11, 15 January 2026
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	===Placing Licence Restrictions===		===Placing Licence Restrictions===

	If a client that does not already have a licence ~~restricion~~ is on the overdue list for more than 15 days, then place a [[Restricting_usage_of_NEOSYS_to_licence_period \| licence restriction]] on the client's database after discussion with manager and approval from SB.		If a client that does not already have a licence restriction is on the overdue list for more than 15 days, then place a [[Restricting_usage_of_NEOSYS_to_licence_period \| licence restriction]] on the client's database after discussion with manager and approval from SB.

	How frequently the client was placed in the overdue list in the past should be taken into consideration when making this decision.		How frequently the client was placed in the overdue list in the past should be taken into consideration when making this decision.

Arvind: /* Creating User */

2023-10-13T06:29:42Z

Creating User

← Older revision		Revision as of 06:29, 13 October 2023
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	{{SensitiveSecurity }}		{{SensitiveSecurity }}

	7. Support team MUST NOT discuss billings with clients unless authorised to do so. Also see [[Procedures#~~Discussing_Pricing~~\|Discussing ~~Pricing~~]]		7. Support team MUST NOT discuss billings with clients unless authorised to do so. Also see [[Procedures#Discussing_Billing\|Discussing Billing]]

	8. Support team MUST NOT proceed with creating new users until the group level or existing user with similar authorisation has been clearly provided by the client, otherwise the new user may end up with more than the required authorisation, which can lead to problems in future.		8. Support team MUST NOT proceed with creating new users until the group level or existing user with similar authorisation has been clearly provided by the client, otherwise the new user may end up with more than the required authorisation, which can lead to problems in future.

Arvind: /* Discussing Pricing */

2023-10-13T06:27:51Z

Discussing Pricing

← Older revision		Revision as of 06:27, 13 October 2023
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	An explanation of the cause and possibly FP is of more value to the client, since an apology doesn’t really make any difference.		An explanation of the cause and possibly FP is of more value to the client, since an apology doesn’t really make any difference.

	===Discussing ~~Pricing~~===		===Discussing Billing===
	All discussions about pricing must be done only in Sales inbox. If clients bring up pricing discussion in support emails, ~~NEOSYS~~ staff must ~~respond~~ to ~~the client by starting a new thread in the~~ Sales Inbox.		Support team MUST NOT discuss billing with clients without prior discussion with SB and accounts. Aside from standard pricing for new clients, all other billing is outside of support's area of expertise and knowledge.

			All discussions about pricing must be done only in Sales inbox. If clients bring up pricing discussion in support emails, support staff must move the conversation to Sales Inbox and respond as sales@neosys.com .

	==NEOSYS Support Response Time Policy==		==NEOSYS Support Response Time Policy==

Arvind at 06:28, 8 November 2022

2022-11-08T06:28:43Z

← Older revision		Revision as of 06:28, 8 November 2022
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	If the client provides proof of payment (e.g. cheque deposit slip), then carefully check all the details as mentioned in [https://userwiki.neosys.com/index.php/Sales_FAQ#When_can_NEOSYS_support_staff_start_installation_of_NEOSYS When can NEOSYS support staff start installation of NEOSYS], before getting approval from NEOSYS management to remove the client from the overdue list.		If the client provides proof of payment (e.g. cheque deposit slip), then carefully check all the details as mentioned in [https://userwiki.neosys.com/index.php/Sales_FAQ#When_can_NEOSYS_support_staff_start_installation_of_NEOSYS When can NEOSYS support staff start installation of NEOSYS], before getting approval from NEOSYS management to remove the client from the overdue list.

	===~~Handling complaints about~~ Licence ~~restrictions~~===		===Placing Licence Restrictions===

	~~Sometimes when~~ a client ~~delays payment of NEOSYS invoice~~, ~~support places~~ a licence restriction ~~for~~ the client~~. In such cases, users will not be able to create~~ and ~~save documents dated outside the licence period. Due to this sudden restriction, clients may raise complaints about the restriction placed~~.		If a client that does not already have a licence restricion is on the overdue list for more than 15 days, then place a [[Restricting_usage_of_NEOSYS_to_licence_period \| licence restriction]] on the client's database after discussion with manager and approval from SB.

	Support MUST simply inform them that licence restrictions are a default procedure followed by NEOSYS and is applied to all clients~~, so that~~ the client ~~will in future~~ avoid delaying the payment.		How frequently the client was placed in the overdue list in the past should be taken into consideration when making this decision.

			===Handling complaints about Licence Restrictions===

			If support places a new licence restriction for a client, users will not be able to create and save documents dated outside the licence period. Due to this sudden restriction, clients may raise complaints about the restriction placed.

			Support MUST simply inform them that licence restrictions are a default procedure followed by NEOSYS and is applied to all clients with overdue invoices. This will encourage the client to avoid delaying the payment in future.

	===Handling complaints about emails from NEOSYS Accounts Department===		===Handling complaints about emails from NEOSYS Accounts Department===

Arvind: /* Handling users who login with other people's NEOSYS usercodes */

2022-09-20T12:49:52Z

Handling users who login with other people's NEOSYS usercodes

← Older revision		Revision as of 12:49, 20 September 2022
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	Please note that in order to receive support from NEOSYS you must personally have an identifiable user code, name and email address registered in NEOSYS.		Please note that in order to receive support from NEOSYS you must personally have an identifiable user code, name and email address registered in NEOSYS.

	We can create new user account for you with your management approval. This may or may not have an impact on the NEOSYS monthly licensing fee depending on the agreement in force.		We can create a new user account for you with your management's approval. This may or may not have an impact on the NEOSYS monthly licensing fee depending on the agreement in force.

	Please let us know what you would like us to do.		Please let us know what you would like us to do.

Arvind: minor clean up

2022-09-09T12:32:14Z

minor clean up

← Older revision		Revision as of 12:32, 9 September 2022
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	==NEOSYS Maintenance Window==		==NEOSYS Maintenance Window==

	~~The~~ NEOSYS ~~server is functional from 6am – 1am. There~~ is a ~~5hr~~ window ~~gap for the system~~ to ~~perform updates & backups~~.		NEOSYS is available 24x7, unlike the old (AREV) NEOSYS where there was a 5 hour maintenance window from 1 am to 6 am daily.

	The ~~5hr maintenance window~~:-		The only disruption is at 03:21 am GMT mid-week, when the server reboots automatically only if required after Linux updates.

	~~1. At 1am – The server performs a data backup on a USB (for the respective clients) & once the backup has been completed~~, ~~the system automatically generates an email addressed to the neosys staff & the respective clients.~~

	~~2. At 2:45am – The main data over writes the test data on~~ the server.

	~~3. At 3:00am – The server by itself performs an update for Windows.~~

	~~4. At 4:00am – The server performs a backup to the headquarters for clients, and then~~ automatically ~~generates an email addressed to the NEOSYS staff & the respective clients.~~

	~~5. At 6:00am – The server starts up NEOSYS~~.

	==Using NEOSYS Terminology while communicating with Clients==		==Using NEOSYS Terminology while communicating with Clients==
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	This would be subject to NEOSYS requiring a written LETTER OF APPROVAL duly signed and stamped by the highest management of the company.		This would be subject to NEOSYS requiring a written LETTER OF APPROVAL duly signed and stamped by the highest management of the company.

	In case the client management decides to allow editing/reposting of journal entries, the ~~following~~ procedure ~~is to be followed:~~		In case the client management decides to allow editing/reposting of journal entries, then follow the procedure mentioned in [[Troubleshooting_NEOSYS_Finance_System#Reposting_a_Batch_in_Journal_Entry\|Reposting a Batch in Journal Entry]]

	~~#Client must de-allocate vouchers which need to be amended~~
	~~#NEOSYS support staff must wait for a day so that de-allocated vouchers are copied into Test database~~
	~~#Authorise required users to amend and repost (without record) '''~~in Test database only''' <br>( While reposting, we have 2 options i.e. with record and without record. The 'with record' option causes the system to maintain a history of edits made. Hence, we want to repost without record so that there is no trace of the edit in the system)
	#~~Amend~~ a ~~substantial number of vouchers~~ in ~~Test and verify them.<br>To verify if the edits made are reflected:~~
	~~#<nowiki>*Print all ledgers for the whole year</nowiki>~~
	~~#<nowiki>*Cross-check all balances</nowiki>~~
	~~#Once you verify the balances are correct in Test database, grant users permission to amend and repost in the Live database.~~
	~~#Ask users to amend and repost vouchers in the Live database.~~
	~~#Cross-check all balances for the current year.~~
	~~#If you successfully verify the balances, revoke permissions immediately. Else, wait for 24 hours and revoke permissions irrespectively.~~

	==Removal of unauthorized third-party software on client servers==		==Removal of unauthorized third-party software on client servers==
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	This usage is followed worldwide.		This usage is followed worldwide.

	Some people especially from Indian origin use "doubt" when they are unaware about a fact. e.g "I want to clear my doubts about this procedure". This is incorrect. The word must be used when you do not agree on something on the basis of a reason and not when you do not have knowledge about it.		Some people especially from Indian origin use "doubt" when they are unaware about a fact. e.g "I want to clear my doubts about this procedure" or "I have a doubt in this ..". This is incorrect. The word must be used when you do not agree on something on the basis of a reason and not when you do not have knowledge about it. e.g. "I doubt this script will complete in time".

	==[[ New Employee Training Checklist]]==		==[[ New Employee Training Checklist]]==

Arvind: Many minor corrections/updates, removed obsolete articles

2022-09-09T08:58:58Z

Many minor corrections/updates, removed obsolete articles

Show changes

Arvind: /* Handling Links and Email Attachments */ removed hyperlink for deceptive websites

2022-09-09T07:18:01Z

Handling Links and Email Attachments: removed hyperlink for deceptive websites

← Older revision		Revision as of 07:18, 9 September 2022
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	In the following case, hovering over the first two links seem to go to real UPS website, BUT this is NOT sufficient to be sure since slight misspellings and other tricks can lead you to a totally different website.		In the following case, hovering over the first two links seem to go to real UPS website, BUT this is NOT sufficient to be sure since slight misspellings and other tricks can lead you to a totally different website.

	However, hovering over the third "link" shows that clicking the apparent link would go to some website http://behappy.vn (Vietnam) so clearly this is a DECEPTION.		However, hovering over the third "link" shows that clicking the apparent link would go to some website: <pre>http://behappy.vn</pre> (Vietnam) so clearly this is a DECEPTION.

	[[image:Scamscreenshot.png]]		[[image:Scamscreenshot.png]]

Arvind: /* Handling Links and Email Attachments */

2022-09-09T07:11:43Z

Handling Links and Email Attachments

← Older revision		Revision as of 07:11, 9 September 2022
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	In the example above, the email is supposed to be from Dropbox, but hovering the mouse over the button shows the below link, which is obviously wrong:		In the example above, the email is supposed to be from Dropbox, but hovering the mouse over the button shows the below link, which is obviously wrong:

	http://fxloraisdoxbraxsil.com.br/dropbox.html		<pre>http://fxloraisdoxbraxsil.com.br/dropbox.html</pre>

	*Even if the link looks genuine e.g. something from a service that we use that we didn't expect, be careful for misspelt links that look like genuine links e.g. drobbox.com, which could trick you if you are sloppy.		*Even if the link looks genuine e.g. something from a service that we use that we didn't expect, be careful for misspelt links that look like genuine links e.g. drobbox.com, which could trick you if you are sloppy.

Arvind: Obsolete article about tunnelier

2022-09-09T05:24:02Z

Obsolete article about tunnelier

← Older revision		Revision as of 05:24, 9 September 2022
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	The NEOSYS Software Licence and Support agreement requires that where NEOSYS software is installed on client servers that a dedicated server is provided and dedicated implies that no other software may be installed without the agreement of NEOSYS support.		The NEOSYS Software Licence and Support agreement requires that where NEOSYS software is installed on client servers that a dedicated server is provided and dedicated implies that no other software may be installed without the agreement of NEOSYS support.

	~~==Configuring tunnelier to autologin on opening tlp files==~~
	If you have many tunnelier tlp files in a directory and connect by opening the desired tlp file the, instead of opening the file and then clicking Login you can also right click the file and select Connect.

	Alternatively, you can configure tunnelier to login (connect) automatically by following the procedure mentioned below. (Even if you configure automatic login, you can still open and not login by right clicking and choosing Open)

	~~===Windows 8===~~

	~~Cannot be done using standard Windows UI. Some download utilities can do it. TODO put a safe one in neosys.com/support~~

	~~===Windows XP/Vista/7/2008===~~

	~~#Go to My Computer~~
	~~#Click on Tools -> Folder Options <br><br>[[image:tunnauto-1.jpg]]<br><br>~~
	~~#Click on File Types~~
	~~#*Select TLP (Bitvise Tunnelier Profile) [Type "TLP" to find it quickly]~~
	~~#*Click on Advanced <br><br>[[image:tunnauto-2.jpg]]<br><br>~~
	~~#Click on Connect and Click on Set Default <br><br> [[image:tunnauto-3.jpg]]<br>~~

	==International v/s Indian English==		==International v/s Indian English==