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. 



BASIC
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



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 **
X X
X
X
X
Set Support Portal Permission Levels for New Users ***



X
X
Order Paid Support Services****


X X
X
Order Additional Licenses



X
X
Receive Software Updates and New Versions


X
X
X
Receive License Keys and Activation Codes




X


* Ticket support is currently available to all members. Effective 2018 ticket support will be be available to companies with an active maintenance plan and companies within their initial twelve months. Basic level will not be eligible to create tickets or set sessions after 6 month free period.


** Live sessions for installation, configuration and training are available for free to companies within their initial support period after purchase. Outside of the initial support period you may schedule live sessions / callbacks based on the fee schedule. Basic level will not be eligible to create tickets or set sessions after initial free period. Login to support account to see User and company status.


*** Manager / Supervisor can set permission levels for new staff up to Manager /  Supervisor Permission level. Only a Primary / Owner can add another Primary. We recommend that each company have a minimum of two primary accounts set up.


**** Eligible staff members may approve fee based options such as ordering additional licenses and scheduling live sessions outside of the free support period.