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
Request Addition of New Portal Accounts for Staff and set Permission Levels



X
(to Manager level)
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
Order Paid Support Services


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
(upon request)
X  
upon request)
X
Receive License Keys and Activation Codes




X


* Ticket support is currently available to all members at no cost. Effective 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  Basic level will only be able to schedule fee based ticket support during your companies free support period. 


** Live sessions for installation, configuration and training are available for free to companies within the initial free support period. Also, for 15 days after an update is released, all companies with active maintenance may schedule a free call or live session for support with updating or upgrading. Outside of the free support window you may schedule live sessions / callbacks based on the fee schedule. Basic level will only be able to schedule fee based support within your companies free support period.