Support Portal designated contacts
Learn about designated contacts on the Support portal.
The Reltio Support portal accepts ticket submissions only from Designated Contacts within your organization. The Reltio support plan you licensed entitles you to a maximum number of named Designated Contacts, shown below. Review your license agreement to determine the number of Designated Contacts to which you're entitled. For details on our offerings, see Support Level Agreement and Support Policy.
| Support Plan | Number of Named, Designated Contacts per production tenant |
|---|---|
|
Standard |
4 |
|
Premier |
8 |
|
Concierge |
12 |
In order to successfully submit a support ticket, a Designated Contact must also be set up as a tenant user, which you should plan to do via the User Management function within the Reltio Console.
As mentioned in the Quick Start Guide, the person set up as the initial Customer Admin for your account is also set up as the first Designated Contact Administrator in our support site.
This means they have the ability to submit tickets immediately. Typically, as the Designated Contact Administrator, you determine other users who should additionally be named as contacts within your organization and then Configure designated contacts in the Support Portal. There's no need to configure the full set of 4, 8, or 12 Designated Contacts per your entitlement on day one but do plan and use the Designated Contact Application to manage those contacts. Anyone on your team who’s signed into the Support portal can use the application to view the list of all current Designated Contacts within your organization. However, only Designated Contact Administrators can edit the list of Designated Contacts.
It's generally a good idea to have one or two other Designated Contacts from the development and configuration team who can file tickets. Lastly, if you're working with an SI partner that is doing Reltio configuration or integration work for you, you may want to have persons from the partner organization named as Designated Contacts.
Designated Contacts automatically receive notifications for all updates related to their submitted tickets. As a Designated Contact Admin, you may give them the privilege to view tickets opened by others in your organization.
Lastly, you can CC others on a ticket. Anyone CC'd will receive all updates via email in a read-only format. If a CC'd person is also a Designated Contact, they can add updates to the ticket by selecting the ticket link and accessing it through the Support Portal.