Scenario 1

If the customer is requesting General service, and if the last service was done a year ago and there is maintenance due showing in the app,  then inform the customer to raise a request from the application itself.

Scenario 1

If the customer is requesting General service and the last service was done within a year and there is no maintenance due showing in the application then need to ask if there is any issue with the device.
If any issue then needs to move according to the issue type.
Else need to inform customers that the DrinkPrime purifier is an IOT-enabled smart device. So the device will let us know when exactly it needs to be serviced depending on the quality of input water and water consumption. Once a service is needed, our backend systems will automatically alert you on your DrinkPrime application and messages to get your device serviced.