Runbooks reference table
Documentation on runbooks
Note
This should act as a reference table for runbooks, including the procedures, topics, macros, etc. tied to them.
If changes need to be made to the table, you should make a MR to the handbook modifying the data/support_runbooks.yaml file (which is used to generate the below table).
License and Renewals
| Subcategory | Name | Runbook | SOP | ZD Global | ZD US Gov | Decagon |
|---|---|---|---|---|---|---|
| Account and Portal Management | Contact management | Link | ||||
| Customers portal access issue | Link | |||||
| Namespace association | Link | |||||
| Billing and payments | Billable members and seats | Link | ||||
| Billing and payment issue | Link | |||||
| Consumption inquiry | Link | |||||
| General | General licensing or renewal question | |||||
| Group in read only state | Link | |||||
| Special Programs | EDU program | Link | ||||
| OSS program | Link | |||||
| Startups program | Link | |||||
| Subscription and plan management | Auto renewal inquiry | Link | ||||
| License activation issues | Link | |||||
| License resend request | Link | |||||
| Namespace Association | Link | |||||
| Plan change request | Link | |||||
| Quarterly subscription reconciliation | Link | |||||
| Renewal or expiration issues | Link | |||||
| Subscription extension request | Link | |||||
| Trial management | New trial request | Link | ||||
| Trial edit request | Link | |||||
| Trial extension request | Link |
Other
| Subcategory | Name | Runbook | SOP | ZD Global | ZD US Gov | Decagon |
|---|---|---|---|---|---|---|
| License and Renewals Internal Requests | Billing Entity change | |||||
| HackerOne License | ||||||
| OEM License | ||||||
| Order Management | ||||||
| Other | ||||||
| Paid Cloud Exemption | Link |
Procedure 2 Macro(s) |
||||
| Paid Extensions | Link |
Procedure 3 Macro(s) |
||||
| Paid Forward | Link |
Procedure 1 Macro(s) |
||||
| Paid Multiyear | Link |
Procedure 1 Macro(s) |
||||
| Paid NFR | ||||||
| Paid Resend | Link |
Procedure 1 Macro(s) |
||||
| Provisioning Failure | ||||||
| SaaS Paid Extension | ||||||
| SaaS Paid Investigation | ||||||
| SaaS Paid NFR | ||||||
| SaaS Paid QSR | ||||||
| SaaS Trial Extension | ||||||
| SaaS Trial Modification | ||||||
| Subscription Link | ||||||
| Trial Creation | ||||||
| Trial Extension | Link |
Procedure 2 Macro(s) |
||||
| Trial Modification | Link |
Procedure 1 Macro(s) |
||||
| Wider Community License | ||||||
| Other | AR Team related | |||||
| Billing Team related | ||||||
| Downtime Credit Request related | ||||||
| Topic unclear | ||||||
| Upgrade Assistance | Upgrade Assistance |
Product
Support Portal
| Subcategory | Name | Runbook | SOP | ZD Global | ZD US Gov | Decagon |
|---|---|---|---|---|---|---|
| Contact Management | Contacts management projects | |||||
| Modify support contacts | ||||||
| View list of support contacts | ||||||
| General | General Support Portal question | |||||
| Organization Management | Organization setup question | |||||
| Shared organization request | ||||||
| Subscription entitlement question | ||||||
| Portal Usage | Portal login or access issue | |||||
| Portal navigation question | ||||||
| Report a portal bug or error | ||||||
| Ticket Management | How to submit a ticket | |||||
| Ticket assignment or routing question | ||||||
| Unable to submit a ticket |
Last modified September 17, 2026: Adding runbooks reference table (
90877090)
