All staff should create an account into the member support portal. Once a staff member creates the account they'll be sent an 'activation request' which allows them to set a password to login. Staff members should never share logins. By default, a staff member signing in has BASIC as their initial permission level.
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)
|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 (may have fee)||X||X||X||X||X|
|Order Paid Support Services Not Live Sessions||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 or lease plan. 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. Companies with active maintenance may schedule a free call or live session for support with updating or upgrading from no more than two versions behind. Updating from older versions will incur a fee. fee schedule. Person booking must have a verified portal account.