kindly share the given SOP with the agents and update the same in SAA asap. *Please remove all old SOPs related to the 50GB iCloud Storage Offer. Please reply to this email in case of any queries. Contact Center 1. Offer is only available on 'Protect+ with AppleCare Services' for iPhone & iPad TnC (Offer not available for Macbook) 2. Terms and conditions have all the details under clause 2.4 iCloud+ with 50GB of Storage – Free Offer https://servify.in/termsandconditions/protectplus-with-applecare-services 3. The iCloud offer will be available on the first synced AppleID on the device, please confirm the same with customer once and request him to try now Steps -Settings > iCloud > Manage Account Storage > Change Storage Plan Request for the snap of last page which will be visible when clicked on upgrade to iCloud in order to avail the 50GB iCloud 4. We can share the link https://support.apple.com/en-gb/HT207594 to explain the steps to be followed and request the customer to do a logout-login in the device as well as try logging into ICloud web https://www.icloud.com/ using the first synced AppleID 5. If the provided troubleshooting does not help then advise the consumer to contact Apple to verify the details and get back to us with CaseID irrespective of their response if the issue was not resolved 6. Fill the given G-from when consumer is not contacting us along with Case ID https://docs.google.com/forms/d/e/1FAIpQLSepGNN2hBSPeaiLZjADrQ0bRXdNzAJ9-oPzS2jyLu-auK8Y4Q/viewform - In case customer is adamant and not ready to contact Apple for Case ID then you can fill the form without CaseID and mention 123456789 in the place of CaseID 7. Once the G-form is filled, share the ETA 7-10 business days with consumers to verify and fix the issue and they will be notified under the device setting as soon as the issue is fixed to claim the iCloud offer 8. If the issue is not fixed even after 7-10 business days of filling the G-form, request the consumer to capture the latest error snap if any and proceed to purchase the iCloud storage 50GB on chargeable basis 'monthly rental is INR 75' and inform the consumer to share the image of cancel cheque/passbook so we can issue a refund of 3 months rental i.e 75*3=225 Support follow-up Raise a ticket Group Consult Desk - Agent Ankit Rathod with given details IMEI Plan name Google form filled on Image of cancel cheque/passbook Latest VOC or any other information which is relevant Note: Offer is NOT available for Protect+ with AppleCare Services for Macbook and for any Apple device under any other Apple plan e.g AppleCare ticket (https://support.servify.tech/a/tickets/1245936) can be considered as examples to explain the agents. Please reply/call in case of any confusion.
iCloud
50 GB
I cloud
@i-Cloud