Support Partners are the actual companies performing the backline service on the asset or device. It could be the OEM or a backline partner.
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Instructions
- To create Support Partners, follow these steps:
- Navigate to Service > Support Partners.
- Click on the Add Support Partner button.
- At a minimum enter the Support Partner Name. You can also include the:
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- Company Website
- Operational policies of the support partner which would include availability and service terms.
- The email and phone number where the support partner can be contacted.
- Any additional notes that would be helpful.
- A support role indicating role or level of support provided by the partner (e.g., none, internal, preferred partner, preferred).
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- Click the Save button.
Support Partner Fields
| Field | Definition | Importance |
| Name | The official name of the support partner. | Essential for identifying the support partner and for branding purposes. |
| Website | URL to the support partner’s official website. | Provides a direct link to more detailed information, services, and contact methods. |
| Policies | The operational policies of the support partner, including availability and service terms. | Important for setting expectations regarding service availability and operational guidelines. |
| Support Contact Email | The email address through which the support partner can be contacted. | Indicates official email to contact your support partner. Integrations with their email system is set up with case integrations |
| Support Contact Number | The phone number to contact the support partner. | Enables direct voice communication for immediate assistance or inquiries. |
| Phone Ext. | An extension number, if any, needed to navigate the partner’s phone system. | Facilitates quicker connection to the desired department or individual within the organization. |
| Support Notes | Additional notes or tips for engaging with the support partner. | Provides extra, potentially insider information to enhance the support experience. |
| Support Role | The role or level of support provided by the partner (e.g., none, internal, preferred partner, preferred). | Helps in understanding the partner’s position within a support ecosystem or hierarchy. |