Account Management Portal Release Notes

With the latest update, the Support portal now introduces a new Support Admin permissions option, allowing users to create, view, and manage cases that have been raised by other users as well, similar to that of the Appspace Cloud Services Account Owner.

Overview

The Overview page has been updated with a new user interface. The donut charts for individual entitlements have been removed and replaced with summarized entitlements and usages in table form.

License Management

The License Management page also has been updated with a new user interface to reflect the new licensing framework. The donut charts for individual entitlements have been removed and replaced with entitlements and usages in table form. Compared to the Overview, the License Management page displays each registered Appspace server deployment in detail, while including the new User (Premium and Platform Users) and Device (Device and Content) licensing allocations.

The new Guest Billing and Payment portal provides non-platform users with a limited view of their organization’s billing account, allowing them to make payments without Appspace credentials.

The Enable Auto Pay link to enable the feature will only be displayed if the payment method has been added. The link disappears once enabled, and to disable the Auto Pay feature, the Account Owner or Administrator would be required to contact their Customer Success Manager requesting to disable the feature.

Users may select either a credit or debit card as their desired payment method, and this will be added to the Appspace Billing system.

Users may select either a credit or debit card as their desired payment method, and this will be added to the Appspace Billing system.

This feature can be enabled in the Settings tab in the Account Management Portal, if SSO is configured.

• Added Login URL address in the SSO configuration page.
• Added Just-In-Time Provisioning option in the SSO configuration page.

The following tabs will be moved to the Settings page.

Permissions tab

• Account Owners can grant access permissions to specific users who are non-account owners, to the Support Portal page.

Account Authentication tab

• Account Owners can configure SSO for Appspace and enable pass-through authentication.

Below is a list of threshold percentages that will trigger an alert notification action.

Below is a list of threshold percentages that will trigger an alert notification action.

Static Server

• Devices In Use
• Devices Allocated
• Platform Users In Use
• Platform Users Allocated
• Last Synced
• On-prem version

Dynamic Server

• Devices In Use
• Platform Users In Use
• Last Synced
• On-prem version

Users also do not need to log in to the Appspace console while logged in to the AMP; access is automatic. This works vice versa.

If a user selects ‘remember me’ when logging into Appspace Cloud and then clicks on the ‘Go to Account Management Portal (AMP)’ link from the dashboard, they will be automatically logged in to the AMP.

• Live Chat can be accessed from the navigation bar, or invoked through a case thread when discussing the case specifically.
• When active, the Live Chat window is displayed throughout the AMP and a transcript is generated once the session is over.
• Support personnel can create new cases based on a chat session, if the chat session isn’t related to an existing case.

The Billing page features the following main components:

Billing Overview

View the current subscription plan, upcoming charges, payment history, and manage payment methods.

Payment method

• Manage payment methods. Only one credit card details can be stored at any one time, needed for subscription renewals. You cannot remove the details but may replace them with another credit card.

Upcoming charges

• View future subscription and overage charges.

Billing history

• View the history of billings that have been invoiced.
• All billings that have been invoiced regardless of payment type (full, partial, or unpaid) are displayed here.

Changing subscription

• Change subscription plans.
• Only available to Account Owners on an Omni-Free subscription plan.

• Account Owners are able to view all cases, and have the ability to filter cases based on the case creator.
• Users, who are non-account owners, but have access to the Support Portal, have the ability to create, view, and manage cases that they created themselves.

The Support page features 3 main components, which are:

• Case History – View support ticket history. This page also has a button to create new support tickets and a button to access the Appspace Knowledge Center. You can view all the cases that you created via this portal or through the phone, including open and resolved tickets. Cases are automatically sorted by “last updated” first, and can be filtered by status.

• Create Case – Create support tickets via a simple and easy form. You can include an attachment (all file types) per new ticket.

• Case View – View case activity for each case.
  • You can interact with the Appspace Support team by adding comments or uploading attachments. However, the comments cannot be edited, or deleted once you save it.
  • Only the Appspace Support team may resolve or close a case.
  • You can upload one attachment for each comment you make for a case.
  • All file types are accepted for an attachment.