The Access Approve Support Entitlement Plan determines who can raise support cases for your organisation. This article explains how to add or remove contacts from your plan. You'll need to work with existing contacts, your Customer Success Manager, or your account manager to make these changes.
Note: The following information applies to the Access Approve Support Entitlement Plan.
Add a contact
You can add a new contact to allow them to raise support cases for Access Approve. Follow these steps to request access.
Register as a contact for your organisation on our Customer Success Portal.
Get in touch with one of your colleagues who is already assigned to the contact list for support cases dedicated to a specific product or a senior manager in your team and ask them to speak with the Access Approve Support team with this request confirming the following:
Your contact first name and surname.
Your position within the organisation.
Your email address and phone number.
Whether to keep or remove other contacts.
Important: The entitlement holder must be a specific person. For example, you can't have HR team as a contact.
Tip: If you have a premier plan, contact your Customer Success Manager (CSM).
Alternatively, contact your account manager to sort this out for you.
Remove a contact
To remove a contact from the entitlement, please speak with the Access Approve support team or raise a support ticket. Removing a contact will only stop them from raising support cases.
Contact limits by plan
Each Support Plan allows for a different number of contacts to raise cases.
Essential Support Plan - 2 contacts.
Standard Support Plan - 4 contacts.
Premier Support Plan - 8 contacts.
Unlock your account or reset your password
If you are locked out or need to reset your password for the Access Support Portal to raise cases, follow these steps.
Click on the Support Portal welcome page.
Click on the Forgotten password? link.
Enter your email address and click Submit.
Tip: If you can't complete this and are being asked to re-enter your email address numerous times, please use a different browser to reset your password instead.
You will then receive an email with instructions on how to reset your password, please follow as instructed to set up your new password. You will now be able to log in with the new password you have set.
Your support options
All customers receive
Every customer has access to:
24/7 Digital Assistant (in-app).
In-app Chat.
Monday to Friday, 8:00am to 6:00pm GMT/BST.
Help Centre guides (in-app).
Case raising capability.
Important: Premier customers will be routed to their dedicated support team.
Troubleshoot in-app support access
If you or a colleague cannot access in-app support features such as In-App Chat and the Access Digital Assistant, check the following:
Verify that you are registered under your Support Entitlement Plan with Access Approve on Salesforce.
Ensure that the email address associated with your Evo / Access Approve account matches the one listed in Salesforce.
Both email addresses must be identical for proper authentication against the Access Approve Support Entitlement Plan.
If you're still having issues accessing your in-app support options, please contact your Customer Success Manager or Account Manager to resolve this.