Our client area provides a flexible and secure system for managing access to your account through users and contacts. This article explains the difference between users and contacts, how to add them, and when to use each to ensure seamless communication and management of your services.

What is the difference between users and contacts?

Our client area distinguishes between users and contacts to give you greater control over account access and notifications:

  • Users: Users have their own login credentials and access to the client area. They can view and manage services, create and respond to support tickets, and perform actions as determined by the permissions you grant them. This is ideal for individuals who need direct access to manage your account.
  • Contacts: Contacts are email-only entities that can receive specific types of notifications (e.g. invoices, renewal reminders, support replies, etc.). They cannot log in or interact with the client area.

How to add users and contacts

Adding a user

  1. Log in to the client area using the main account.
  2. In the top-right corner, click on your name, and click User Management in the dropdown (quick link).
  3. Click Invite New User.
  4. Enter the email address of the individual you want to add.
  5. Set the desired permissions for the user:
    • "All Permissions" will allow the user the same access as the main account.
    • "Choose Permissions" will let you pick specific areas they can access (e.g. support tickets, billing, etc.)
  6. Click Send Invite. The user will receive an email to create their own password and log in.

Adding a contact

  1. Log in to the Client Area using the main account.
  2. In the top-right corner, click on your name, and click Contacts in the dropdown (quick link).
  3. Ensure that Add New Contact is selected in the dropdown.
  4. Enter the contact’s details, including name and email address.
  5. Select the types of notifications they should receive (e.g. general emails, support emails, invoice emails, etc.)
  6. Click Save Changes. They will now receive the types of notifications you have selected.

When to use a user vs contact

Scenario Add as a user Add as a contact
Managing services
Creating and replying to support tickets
Receiving invoices
Handling billing enquiries
Viewing network statuses and announcements  ❌

How to correctly structure users and contacts

To optimise account management:

  • Use a named email address (e.g., [email protected]) for the main account rather than a generic one. This ensures better accountability, ownership, and access management.
  • Assign contacts for specific purposes, such as [email protected] for invoicing, and configure their notifications accordingly.
  • Add individual users for team members who need to manage services or interact with support.
  • Periodically review and update users and contacts to ensure access and notifications remain accurate.

Tip: avoid creating the main account using a billing department email, e.g. [email protected]. Ensure that everyone has proper access to ensure that the right individuals receive important information about your services, maintenance updates, or urgent requests for action.

Need help?

If you have any questions about setting up users and contacts, or if you’d like assistance managing your account, feel free to contact us.

 

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