Warranty Replacement Handling Procedure

Purpose of This Article

1. What this article covers:
   This document outlines the full internal process for handling warranty replacements for client equipment purchased through Ultrex IT.
2. When you should use this information:
   Use this procedure any time a client requests a hardware replacement and it appears the device may fall under Ultrex’s 1-year warranty window. These steps ensure financial accuracy, proper inventory handling, and consistent tracking across teams.

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Warranty Replacement Process

1. Confirm Warranty Eligibility

Before taking any action:

• Verify with leadership (typically [Name/Manager]) that the client is approved for a free warranty replacement.
• Confirm:
  • The device was originally sold by Ultrex IT.
  • The purchase date is within 1 year.

No replacement should proceed without this confirmation.

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2. Have Brandi Process the Replacement Sale

Once approved:

• Contact Brandi to create a zero-cost sale for the replacement item.
• This ensures:
  • Accurate billing records
  • Proper documentation in the billing spreadsheet
• Do not manually remove or adjust inventory yourself yet.

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3. Physically Perform the Replacement

• Swap out the defective/failed item with the new, zero-cost replacement.
• Collect the old device and return it to the office.

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4. Tag the Returned Item

When bringing the old item back:

• Tag or label it clearly as:
  “Bring-Back – Warranty Replacement – NON INVENTORY”
• This ensures the item is not mistaken for active stock.

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5. Test the Returned Item

Once tagged:

• Evaluate whether the returned hardware:
  • Still functions
  • Has partial functionality
  • Can be used internally
  • Holds any salvage or resale value

Document basic findings if needed.

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6. Get Approval for Final Inventory Handling

After testing:

• Check back with leadership (same approval point as Step 1) with results of the test.
• They will determine whether the unit should be:
  • Added back to usable internal inventory
  • Stored for parts
  • Recycled/disposed
  • Otherwise tracked as non-inventory equipment

Do not add anything back into inventory without confirmation.

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Final Notes

Warranty replacements must follow this workflow to maintain proper billing, inventory accuracy, and accountability. Always secure approval before starting, ensure Brandi logs the zero-cost transaction, and tag returning hardware appropriately. Clear communication and documentation at each step prevent inventory errors and unexpected costs.

Thanks for following this process!

How to Use Plaud AI to Generate Recap Emails from Call Recordings (Andrae’s Style)

📌 Overview

This guide shows how to leverage Plaud AI in combination with a custom prompt (crafted using GPT or Gemini) to transform call recordings into friendly, customer-facing recap emails — tailored to the warm and accessible tone we use at Ultrex IT. If you’re already using GPT to match your email writing style, this will feel like magic. 🙂

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🧠 Step 1: Train GPT (or Gemini) to Write Like You

Before using Plaud AI, ensure that your LLM of choice (e.g., GPT-4 or Gemini) understands your writing voice. If you’ve already done this, skip to Step 2.

💬 Recommended Prompt to Train GPT:

“I’m using Plaud AI to help summarize call recordings of my meetings, and I’d like to create a prompt template that helps summarize those calls into recap emails in the same way that I’ve had you remember how I write. What would you recommend prompting this AI tool with to help it summarize and recap in my style?”

GPT will likely return something like the below 👇

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📝 Example Plaud AI Prompt Template (Andrae’s Recap Email Style)

Please summarize the following meeting transcript into a warm, friendly recap email in the style of an IT specialist at a small MSP. The email should:

• Start casually, with a greeting like “Howdy [Name]!” or “Hey there, [Name] :)”
• Include a quick summary at the top, clearly and casually stating what the meeting covered.
• Break down key points into bullet-style notes, using plain language, occasional smiley faces, and a warm, supportive tone.
• Highlight decisions made, tasks assigned, next steps, or anything the client should be aware of.
• Make technical parts accessible without overexplaining.
• End with a warm, appreciative closing, such as:
  • “If you have any questions or concerns, please do let us know! We’ve got your back :)”
  • “Thanks again for all that you do. We’re here and ready to serve :)”
  • “Hope this helps! Enjoy the evening!”
• Avoid sounding stiff or overly formal. Use light, friendly phrasing like “looks like,” “sounds like,” or “just a heads-up.”

Generate the email as if you’re writing on behalf of Andrae, summarizing a call for a client after a tech session or planning chat.

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✨ Example Output Structure (Auto-Generated by Plaud)

Subject: Quick Recap from Our Chat Today 🙂

Howdy [Name]!

Just wanted to send over a quick recap of our conversation earlier — here’s what we covered:

• Looks like the email forwarding issue is resolved now 🎉
• We’ll go ahead and reassign the license next week once the new user is set up
• Sounds like you’ll touch base with your alarm vendor about the line being used
• Just a heads-up: that shared folder might still sync a few extra copies — let’s keep an eye on it

If anything comes up or if you need help in the meantime, we’re here and ready to serve 🙂

Hope this helps!
— Andrae

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📥 Step 2: Download Your Call Recording

1. Visit the RingbyName OX Web Portal
2. Click your User Dropdown (upper right) → System Administration
3. Go to Reporting & Analytics → Advanced Reporting
4. Adjust filters or hit Search to list calls
5. Click the MP3 icon next to your recording to download

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🔁 Step 3: Upload to Plaud and Generate the Summary

1. Go to https://app.plaud.ai and log in
2. Click Import to upload your audio file
3. Once uploaded, click the entry → choose Generate → then View All
4. Scroll to Custom Summary Templates
5. Create a new template, paste in the prompt above
6. Run the summary!

Happy prompting 🙂

When I have an on boarding meeting coming up, here’s the process I go through

Download a copy of all DNS records, both secure and unsecure

Create a duplicate SOP dock with their name in my Google Docs, so that when I arrive, I can open that and immediately begin typing

Update the bottom of the SOP dock with information that we specifically know we need from them like web host/register/email system

Open Atera and go to the install agent menu and grab the specific link for that customers download MSI

Open the customer welcome letter, pasted the link in the area marked as targeted Installer link

Modify the support welcome email with anything specific to them, then schedule the email to be delivered right in the middle of the meeting. You’re about to do so that it happens automatically while we’re talking.

If they have outbound IT, modify the exit IT letter and schedule that to go to them as well during the meeting.

This means that customers who have an outbound IT company or department will get the following emails

Customer support welcome letter

Exiting IT letter

SOP’s

Go to the appointment and do Q&A for all the SOP documents questions

Fill it in while I’m there in a way that is Customer presentable

Some items in the SOP document are specifically informative where I need to make sure they are informed of things like unwillingness to schedule my email, so it is during the on boarding meeting when I write into that document that they were informed of that piece below the area that says informed them of this piece. 

When I get back to the office, turn it into a PDF and email it to them with the note that it is easily changed at any time by just contacting us

Make sure to cc IT@Ultrex.com so that they can see the SOP’s are being changed as well

If there’s a complex enough list of items being taken care of for the customer in the initial six month window, I make a Microsoft planner page and put items in order so that we can visually show them what to expect for items being worked on.

This article describes what I attempt to do before each sales appointment that gets booked for me with a customer. I don’t end up using all of this info, but it helps me to go in well informed, and ready to speak eloquently about their setup, as well as getting an idea of what to bill them.

Info I get:

Name of company

Name of contact

Email address of who I send bid to

What Rep brought the lead?

Website name

MX record of website (who hosts their email? Is it MS365, Google Workspace, Intermedia etc)

DNS Export of all current DNS records of their site. I get both of the last two from here: 

https://dnschecker.org/all-dns-records-of-domain.php

Going in knowing if they already have MS365/Google/Something else helps know what sort of workload they have impending, as well as what sorts of issues I can bring up that they likely have.

Next, I look at who’s hosting the website (usually gleaned from the DNS records as well, but if not clear, use:

https://www.whois.com/whois

Find out who is hosting any website

Either beforehand or while on site, things I need:

Total number of supported staff (Staff who use technology) (Rough price of 100$ per person per month)

Are there any servers? (Specifically computer that if it’s off no one can work, not just if there’s one with a windows server OS) (if any servers, price goes up by 200-400 per month per active local physical server)

Reasonable support window they’d like to see happen? (2-4 hours response time is our normal, if that wouldn’t work for them, can we bill so much to make it able to be done?)

PIA tax?  (If they’re a pain, price goes up)

Ready to replace network gear with unifi? (if willing to spend on the gear, price goes down)

If on MS365, is it GoDaddy federated? (no problem, just increase price)

at the apt, did they make the time for us, or forget and need to rush through it/didn’t have their full attention? (GIANT RED FLAG)

Willing to run Cybersecurity and/or cove? (If yes, price goes down)

How complex is the network and infrastructure? Flat LAN? 

Any older computers? Anything 8 gigs of ram or less increases price, if all current windows and 16+ gigs of ram, price goes down.

Once I have all this info, make a bid. Copy/paste the info from the booking to the contact info of the bid. Decide on a price. Email the customer and the sales rep. Let sales reps follow up. Put a copy of the bid in the customer/archive folder.

If they then like it, offer to send them a box-sign for them to sign on.

Once signed:

Email Deals@Ultrex.com, IT@Ultrex.com and Salesman the signed bid. Always mention billing hasn’t started yet for those that haven’t.

Once signed on, email the next letter in the onboarding docs folder- the post-contract signed letter- which asks them to book a time for us to do the onboarding meeting.

What do I do to prepare for an SOP meeting?

Step one open Google Docs find the SOP document and make a copy and label it as that company’s SOP

Any items you feel confident that you already know the answer to on the SOP questionnaire fill them out specifically before going out to make the meeting a little more smooth

Likewise, any specific items you know you need to ask for update the homework portion at the bottom to include those requests

Step to open the “welcome support email” template and grab the support agent installer link out of Atera put it into that document at the designated spot.

Then update any notes that you feel like would make it better for them specifically based on conversations so far.

Once that has been amended schedule the email to send at exactly the start time of the SOP meeting so that we can reference it when talking with them in that meeting and know that it will be at the top of their inbox.

Go to the DNS Lookup and do an export of their existing DNS records at the time of the on boarding

Take note of the AA record, which would be who is their web host

Take note of the MX record so you know who runs their email

Do a whois search and then know their registrar

Then send a list of things we need logins to in the initial on boarding email (at the bottom of the doc)