Category: Uncategorized

Under no circumstances should anyone use the executive bathroom.  Everyone is to use the normal bathrooms.  That bathroom is strictly reserved for upper management and clients.

If for some odd reason you have questions about this, please speak to a lead or supervisor.

There have been a couple repetitious issues we are seeing on Tengo tickets.

First, you need to be checking the support announcements first thing upon opening a site in Admin as there is frequently important information there.  We are seeing many escalations where the issue escalated is described in the support announcement as an ongoing issue.  I have also seen people recommend gaming access for sites where the support announcements state “No Gaming Access”.

Additionally ALL escalations and the majority of regular GS calls REQUIRE device specific information, even if a node is offline we need to know at the minimum the device type (laptop, phone, etc) Operating system, and if possible the MAC address of the device.  There should be a CARE update coming very soon to include these fields in the template.  In the meantime, please just add the line “Device/OS:” to your tickets.

Please be make sure you are checking these things, as failure to do so could result in coaching and/or disciplinary action.

Click HERE to view the new schedule.

From this point on, it is now MANDATORY to put the device type (i.e. laptop, desktop, Macbook, iMac, iphone, etc.) and the OS (i.e. Windows Vista, 7, 8, MacOSX, IOS, Android, etc.) in the template under the “Device/OS” field.

CAT will be updated to provide this field soon.

Please ask a lead if you have any questions.

A change has been made to the way locations change prices and coupons.  If you get a VIP call with location management and they are asking you to change the subscription prices or coupon durations/prices, then you will follow this process:

1. Document in your VIP template the current prices/coupons and what they want them to be changed to.  Be as detailed as you can.
2. Pull up the park page in sugar and check who the account manager is for that location.
3. Create the sugar ticket like you normally would, but change ‘Queue’ field to ‘assigned’ and change the ‘Assigned to’ field to the account manager for that location.

Please see a lead if you have any questions and as per normal process if location management calls in on the GS line for something like this, then refer them to the VIP line.

Time to start thinking about your calls and what Tengo can do to make the guest experience a more fluid and positive thing.  Most of the attention will be on the login page and how it can be improved.  There will be a focus group on this subject for you all to express your genius ideas and opinions.  Get creative with your ideas and maybe we will find the missing treads that hold the known universe together…  or just make a better login experience.

Management will post more on how to provide this feedback when the time comes.

So there has been issues as of late that require attention.  I do not enjoy making posts like this, so please pay attention.  It is very unpleasant to go into the bathroom and find a freshly used stall in an unsanitary condition.  No one likes to be assaulted by the smell and visuals of your meals for the past few days when trying to relieve stress.

I do quite a bit of cleaning here to make sure that the place were I spend most of my week is as pleasant as it can be.  However it is not my job to take care of other human beings fecal matter.  I would not leave your bathroom in this condition, so don’t do it to ours.  Please be courteous to me and to all your fellow co-workers and make sure the stall is clean before you leave it.  If you are caught being gross, there will be repercussions for your disgusting actions.  Your bowels, your problem.

Thanks for reading.

If a customer is having difficulty receiving updates on the GPS tracking on an Android device they need to ensure that the phone has a good WIFI connection in addition to not being utilized for the GPS location to update.

If the monitored phone is not connected to WIFI and/or is in use they may not receive updates to the phones location.

Deleted texts should now be working on IOS 8 devices again.

If the customer is already on 8.0.2 and has a recent backup (within the last 24-48 hours) they will need to follow the below steps to see the deleted texts again:

“With regards to the latest deleted data, you will need to use the instructions below to delete the teens device from the account. Once that is done you need to log out of the account and clear all internet history and cache, including all passwords. Then log back into the account and do the setup of the teens device from the start again. This will now pull the latest deleted data from the device.”

Steps to delete a mobile device monitoring service from your account:

1. Log-in to your TeenSafe account at www.teensafe.com
2. Click on “Settings” in the left navigation bar.
3. Under the teen’s name, select “Mobile Setup”
4. Click “Delete Mobile Device”

The customer will NEED to update to 8.0.2 if they haven’t already and follow the below additional steps:

1. Update the device to 8.0.2
2. Run a manual backup on the device after updating:
   1. Instructions to setup Apple iPhone Backup iOS 8.0
      1. Connect the device to a power source (plug into the wall like to recharge battery).
      2. Make sure the device has WIFI connectivity (WIFI Zone).
      3. Go to the Settings on the device.
      4. Go to iCloud.
      5. Click on Backup.
      6. Turn iCloud Backup on (enable).
      7. Click Backup Now on the device. This will show the progress bar at the bottom, let it finish the Backup 100%. The Backup MUST finish. If you receive a call while the Backup is going on, then please repeat the step #7 again, as this will stop the Backup.
3. Once they have run the manual backup they will also need to follow the steps for 8.0.2 to allow the data to be shown again:
   1. the customer will need to use the instructions below to delete the teens device from the account. Once that is done they need to log out of the account and clear all internet history and cache, including all passwords. Then log back into the account and do the setup of the teens device from the start again.
      Steps to delete a mobile device monitoring service from your account:
      1. Log-in to your TeenSafe account at www.teensafe.com
      2. Click on “Settings” in the left navigation bar.
      3. Under the teen’s name, select “Mobile Setup”
      4. Click “Delete Mobile Device”