esullivan
Community Manager
Community Manager

Support Workflow for Partners and Clients

There are two types of partners in our system and both are able to manage cases on behalf of their clients:

  1. Supporting Partners - defined as clients who purchased their licenses through partner. 
  2. Monitoring Partners - defined as a contract partner the client wants to add to manage their installation(s) post-purchase; partner was not involved in procuring licenses for client.

Supporting Partners are generally set up by default to manage cases on behalf of their clients from the outset.  Client cases are managed by the Partner from the Partner support group, not the Client support group. Partners should never be added to the support group of their client.  If you do not have the ability as the Supporting Partner to manage cases on behalf of your client, reach out to your partner contact to get the situation rectified.

Monitoring partners need to be set up in order to manage cases on behalf of their clients. That process starts with the client submitting the form below to our Support team via a support case.

The Outsourcer Authorization Form is how a client authorizes their monitoring partner (not part of initial license purchase) to manage support cases on their behalf.

Once the form is processed, the monitoring partner will be added as such on the installation record(s) of their client. This will trigger the workflow that allows the partner to manage client cases from the Partner's support group.