| Product Category | Call Center |
|---|---|
| Product Family | Analytics |
| Trouble Type | Add/Remove User for Access |
| Support Tier | Triage |
| Last Updated | 07/11/2018 |
(UPDATE SCREENSHOT)
NEW CLIENT SETUPS
Generally, new client accounts will be setup when they are initially migrated to Evolve. The requests that come into Support will most likely involve adding a new user to that account. In the rare situations where an entirely new account needs to be setup, please direct the client to their CTA, who will need to draft up Sales Order paperwork, based on MRR & NRR charges.
NOTE: Any new user credentials added to an account will incur the standard $199 monthly recurring charge (or at the previously negotiated rate). Please make sure the client are aware of that charge before moving forward. Once confirmed, Support will be asked to submit a request to EigenX (analyst@eigenx.com), while providing them with the following pieces of information.
Subject: New User Credentials - ABC Company
- Enterprise Name: ABC Company
- Enterprise ID: eip-00010122948
- Platform: A, B, C, D or E
- Username Preference: None (this can be an email address or name, if so desired)
- Email Address: This will be for Forgot Password purposes (can either be personal or distro email)
- Target Install Date: 2/16/18
- EigenX will respond to your request, providing user login credentials, when available. Typically, the turnaround for new user credentials should be quick, since the enterprise has already been migrated