Customer Portal: All You Need to Know

Yes! The customer portal is there for you to tailor to your needs, you can assign different levels of rights to each user under User administration.

To view only your machines, you would need to create a group under machine administration, in the same section you can then assign user visibility so that you can only see your machines. Once you have created the group and assigned your user visibility, please contact someone within the Remote Support Department who can ensure this has been done. (For assistance with how to create groups/ assign user visibility please refer to the Customer Portal User Guide)

If you have User administration rights you can change what is on view on the Customer Portal account, you can remove the viewing of Invoices and various other applications to tailor your requirements by unticking the options on Access Levels rights

If there are machines that are missing from your account, please raise these with the U2FsdGVkX19+aAz9+BxAx0t56GVZ91Vl2wCopRlEESfON0a09ZEmzy7hNLan2UNRbeXqqouxZneRnUymtSoxZw==who will be able to check that the information is correct on the system. Machines will still appear on your Customer Portal account after they have been collected until they have been final billed by the billing department and removed from your contract

Customer Portal accounts are set up via the account number, if the schools are on different account numbers then unfortunately these will have to go on separate account.

The service call will be booked immediately and triaged in the same way it would if you were to call the service desk.

You can track your order by going onto the orders tab.  The consumable orders option will show you all toners, waste toner imaging units etc and the orders option will show you any kit that is on its way. On the order page you can see the shipping status of the order, if you then click into the order in question, and click into more information you can then find your tracking URL.
 

You can view your products by navigating to the My Products Tab, under this tab there are two drop downs, my machines and my solutions.
 

You can enter your meter readings singularly or as a group. You can do this via the machines tab, by clicking into the relevant device and selecting "add a counter reading" alternatively you can do this via the counters tab. You can find an excel/pdf template on here which you can download and then resubmit if you have a mass number of reads to upload.  If you are unable to submit reads if the previous reads are higher than the ones you are submitting, please contact our billing department. 
 

Within your contract we do have order limits. If you require extra toner for any reason you can make notes within the order to advise of this and the Remote Support Department can assist with the extra toners.