Below is a curated list of questions asked during the meeting—verbal and chat—with the final answers provided, including cases where answers were incomplete or follow-up was required.
A. PREO Bugs, Fixes, and System Behavior
1. Why do unknown devices get stuck in flat‑rate SRO or fail to flow into contracts?
Asked by: General audience (training topic)
Channel: Verbal
Answer provided:
Renee confirmed this is a known PREO issue affecting flat‑rate SRO and legacy service flows. Tickets are open for each issue, with expected fixes by February 22, pending testing.Answer status: ✅ Answered (with ETA) [Monthly PR...Recording | Video]
2. Why does the Advanced NPS widget show inaccurate totals?
Asked by: General audience
Channel: Verbal
Answer provided:
Identified as a known bug; fix is included in the same February 22 update batch.Answer status: ✅ Answered (with ETA) [Monthly PR...Recording | Video]
B. Service Offering & Proposal Setup
3. Why does PREO default to flat‑rate SRO when creating a proposal?
Asked by: General audience
Channel: Verbal
Answer provided:
Flat‑rate SRO is the preferred program due to predictable pricing and competitiveness. Legacy service must be selected manually when applicable.Answer status: ✅ Answered [Monthly PR...Recording | Video]
4. Can the service offering type be changed after a proposal is created?
Asked by: Implied during training
Channel: Verbal
Answer provided:
No. Once a proposal is created, the service offering type cannot be changed.Answer status: ✅ Answered [Monthly PR...Recording | Video]
5. Does flat‑rate SRO ever get reviewed or adjusted?
Asked by: General audience
Channel: Verbal
Answer provided:
Yes—annual usage reviews are performed to confirm correct banding.Answer status: ✅ Answered [Monthly PR...Recording | Video]
C. Equipment Page, Contracts, and Visibility
6. How can I tell which devices are on contract and under which program?
Asked by: General audience
Channel: Verbal
Answer provided:
Use the Equipment Page → Service View or the Service/NPS slide‑out panels for real‑time visibility.Answer status: ✅ Answered [Monthly PR...Recording | Video]
D. Remote Solve (XDA) Pricing
7. Why does my contract show a $10.67 charge when I haven’t added devices yet?
Asked by: General audience
Channel: Verbal
Answer provided:
XDA is auto‑added with default device counts of zero; the fee recalculates once device quantities are updated.Answer status: ✅ Answered [Monthly PR...Recording | Video]
E. Maintenance Takeovers & Existing Devices
8. Why are pools blank in a maintenance‑only takeover?
Asked by: General audience
Channel: Verbal
Answer provided:
Pools must be manually created because no equipment exists on the Equipment tab to auto‑populate them.Answer status: ✅ Answered [Monthly PR...Recording | Video]
9. Can devices be added from eAutomate instead of manually?
Asked by: General audience
Channel: Verbal
Answer provided:
Yes—Add from eAutomate is recommended when devices already exist in EA.Answer status: ✅ Answered [Monthly PR...Recording | Video]
10. Is the import feature currently reliable?
Asked by: Edward Huber
Channel: Verbal
Answer provided:
Import is partially broken, especially for zones and device attributes. Fixes are expected in the next PREO update (≈ mid‑/late February).Answer status: ⚠️ Partially answered / Follow‑up required [Monthly PR...Recording | Video]
11. Should we engage PREO champions for imports right now?
Asked by: Renee (guidance)
Channel: Verbal
Answer provided:
Yes, until fixes are live.Answer status: ✅ Answered [Monthly PR...Recording | Video]
12. Why are start meters required on existing devices?
Asked by: General audience
Channel: Verbal
Answer provided:
Missing start meters cause billing from zero, leading to overbilling and correction requests.Answer status: ✅ Answered [Monthly PR...Recording | Video]
13. Can start meters be pulled automatically from XDA?
Asked by: Marie La Padura
Channel: Verbal + Chat
Answer provided:
PREO does not currently pull meters from XDA automatically. No solution confirmed.Answer status: ❌ Unanswered / Follow‑up required [Monthly PR...Recording | Video]
14. How do we prevent double billing during contract rewrites?
Asked by: Marie La Padura
Channel: Verbal
Answer provided:
Risk acknowledged; no defined system safeguard or process confirmed.Answer status: ❌ Unanswered / Follow‑up required [Monthly PR...Recording | Video]
F. Pools, Flat Rate, and Regional Differences
15. On flat‑rate MPS, should color devices be in both BW and color pools?
Asked by: Edward Huber
Channel: Verbal
Answer provided:
This is region‑specific and was intentionally not answered live.Answer status: ❌ Deferred to offline follow‑up [Monthly PR...Recording | Video]
G. Location, Data Flow, and Back‑Office Processing
16. Why don’t updated site locations in PREO reach Contracts/EA?
Asked by: Laura Fairbrother
Channel: Verbal + Chat
Answer provided:
Team believed Contracts should be using PREO data but committed to investigate.Answer status: ⚠️ Partially answered / Follow‑up required [Monthly PR...Recording | Video]
17. Is there a way to flag location updates in imports?
Asked by: Jenn Tisdale / Laura Fairbrother
Channel: Chat
Answer provided:
Acknowledged as a gap; no solution provided.Answer status: ❌ Unanswered [Monthly PR...Recording | Video]
H. Document Uploads & Errors
18. Can Excel be uploaded under MPS Documents instead of importing?
Asked by: Lori Catania
Channel: Chat + Verbal
Answer provided:
Joe requested screenshots; no answer during meeting.Answer status: ❌ Unanswered / Follow‑up required [Monthly PR...Recording | Video]
19. How do we fix “Upload failed – Parse 400” errors?
Asked by: Ryan Ragle
Channel: Chat
Answer provided:
Close the file locally, refresh PREO, clear cache if needed.Answer status: ✅ Answered [Monthly PR...Recording | Video]
I. Dashboard, Workflow, and Pricing
20. Can dashboard columns be hidden or customized?
Asked by: Muhammad Suhail
Channel: Chat
Answer provided:
No, only hamburger menu for screen space; feedback logged.Answer status: ⚠️ Answered (No capability) [Monthly PR...Recording | Video]
21. Can proposals be archived instead of deleted?
Asked by: Muhammad Suhail
Channel: Chat
Answer provided:
Idea acknowledged; no commitment or workaround.Answer status: ❌ Unanswered / Feedback only [Monthly PR...Recording | Video]
22. How do you show line‑item pricing on cash orders?
Asked by: Steven Kusek
Channel: Chat
Answer provided:
Deferred—Renee committed to offline demo/video.Answer status: ❌ Deferred [Monthly PR...Recording | Video]
23. Why did allowance changes cause negative margin?
Asked by: Laura Fairbrother
Channel: Verbal
Answer provided:
Explained as pricing strategy behavior, but no confirmation whether it’s a bug.Answer status: ⚠️ Partially answered [Monthly PR...Recording | Video]
24. Will MPS pricing be scaled/blended by device class?
Asked by: Michael Morseman
Channel: Chat + Verbal
Answer provided:
Project acknowledged; no timeline or design confirmed.Answer status: ❌ Unanswered / Future state only
Open Items / Unanswered Questions (Quick List)
Flat‑rate MPS pool setup (BW vs Color for color devices)
Region‑specific; explicitly deferred to offline follow‑up.PREO import tool completeness
Whether all export template fields (zones, device types, attributes) will reliably import once fixes are released remains unconfirmed.Automatic start‑meter capture from XDA
No confirmed capability or workaround; PREO does not currently auto‑pull meters.Preventing double billing during contract rewrites
Risk acknowledged, but no defined system safeguard or standard process provided.Site/location updates not flowing from PREO to Contracts / EA
Expected behavior unclear; team committed to investigate but provided no resolution.Ability to flag or force location updates via import
Identified as a gap; no solution or enhancement confirmed.Uploading Excel files under the MPS Documents tab (instead of importing devices)
Question deferred pending screenshots; unanswered during meeting.Archive vs. delete functionality for proposals
Feedback acknowledged; no feature, workaround, or roadmap shared.Dashboard column customization (hide/remove columns)
Not currently supported; logged as feedback only.Line‑item pricing visibility on cash orders
Deferred to an offline demo/video; not answered live.Allowance entry changing overage rates and causing negative margin
Explained conceptually, but unclear whether behavior is expected or a system defect.Scaled / tiered NPS pricing by device class (e.g., B610 vs B230)
Mentioned as part of a broader project; no timeline or implementation details provided.