Help & Support

On the sign-in page, click Forgot your password?, enter your email, and we'll send a reset link. Reset links are valid for 60 minutes and can be used once.

As a client user, open New ticket, then fill in title, category, urgency, description, and optional attachments. Attachments are virus-scanned; PDF, JPG and PNG files are accepted (max 10 MB).

An SLA (Service Level Agreement) is the time the vendor commits to first respond to and resolve a ticket. Time is measured only inside the vendor's business hours; weekends and holidays are skipped. SLA is checked every minute; once a deadline is missed, the ticket is flagged as "SLA breached".

It depends on the user's role and granted permissions. Typically:

• Vendor agent: In progress, Pending, Resolved.
• Vendor admin: every transition.
• Client admin: Closed and Cancelled.
• Client user: cancel a ticket they created.

Closed and Cancelled are terminal states — they cannot be reopened; create a new ticket if needed.

Comments shared among the vendor team only. They are never visible to the client — filtered at the database query layer, so even a UI bug cannot leak them.

On your Profile page, use the Change email section. We send a confirmation link (valid for 1 hour) to the new address; clicking it swaps your account email.

PDF reports for the previous month are generated on the 1st of each month and emailed to designated client recipients. Vendor admins can also generate ad-hoc reports for custom date ranges. Generated files are auto-deleted after 90 days.

After 5 failed attempts within 15 minutes, the account is locked for 15 minutes for security. Either wait it out or reset your password to be sure.

On the Profile page, the Notification preferences section lets you turn off all email or only the daily digest. Security emails (password reset, invitation, email-change verification) are always sent regardless.