How to Update Authorized Level II Support Contacts

Environment

• Product: SOLABS QM10
• Versions: All versions
• Applies to: Client organizations with a Level II Support agreement
• Reference Document: CP000002 – Service Level Agreement (SLA)

Issue/Symptoms

A client organization needs to add, remove, or replace one or more individuals authorized to submit and follow up on Level II Support requests.

• A new team member needs authorization to open Customer Requests (CREQs).
• An authorized contact has left the organization or changed roles.

Cause

• Only designated individuals are authorized to submit Level II Support requests on behalf of a client organization. The authorized contact list must be kept current when personnel or responsibilities change.

Resolution

• Ensure that the request is submitted by a current Authorized Level II Support Contact.
  Only a contact already on the authorized list can request changes to the list.
• Submit a support webform requesting an update to the Authorized Level II Support Contacts list.
  Include the following information for each contact to be added:
  • Name
  • Title
  • Responsibilities within SOLABS QM10 (for example, Administrator, Document Coordinator, or Training Coordinator)
  • Email address
  • Phone number

Additional Information

• Preventive Measure: Review the Authorized Level II Support Contacts list whenever personnel or responsibilities change within the organization, to avoid delays when submitting support requests.