All staff should have an account into the member support portal. There is no additional cost for online portal accounts.
Any member with Primary or Manager permission levels may send a request to add staff. Provide the full name, email address and permission level. They'll be added and sent an activation email to create a password to login online. Staff members should never share logins.
Staff with a portal account can log in and access all historic ticket information, access Installation and Update documents, create tickets, schedule live sessions. Most support documents are available on the public page but some are restricted to logged in users.
We recommend that your company have more than one Primary portal member.
Permission Levels: Please ensure account is ACTIVATED.
SALES / DESIGNER
IT/ TECH SUPPORT
MANAGER / SUPERVISOR
PRIMARY / OWNER
|Support Portal Account with Access to Solution Articles and Forums||X||X||X||X||X|
|Can Create Support Tickets *||X *||X||X||X||X|
|Request Addition of New Portal Accounts for Staff and set Permission Levels||X|
(to Manager level)
|Can see and reply to ALL tickets generated by staff (via portal login)||X||X|
|Receive Newsletters with Training Hints and Tips||X||X||X||X|
|Receive Notice of Available Updates to Software||X||X||X||X||X|
|Able to schedule live session support and call returns||X||X||X||X||X|
|Order Paid Support Services for custom development||X||X||X|
|Receive company specific information||X - limited||X||X||X|
|Order Additional Computer Licenses and/or Concurrent Connection licenses||X||X||X|
|Receive Software Updates and New Versions||X|
|Receive License Keys and Activation Codes||X|
* Ticket support is currently available to all members at no cost. Effective late 2018 ticket support will continue to be free for companies with an active maintenance. Companies without maintenance will have the option to pay for ticket support after a posted date.
** Live sessions for installation, configuration and training are available for free to companies within the initial support period after purchase. Person booking a live session must have a portal account. Portal members will receive a coupon code to enter when scheduling a live session to receive free / discounted sessions.