Welcome to the New Year 2017! We hope it will prove to be a joyful and prosperous one!
Everyone here at Touch Support is happy to enter this new year with a brand new Customer Portal that we hope will simplify and expedite much of your daily business with Touch Support.
Although we plan many more things to come in the future, these are the news that our new Customer Portal brings to you now:
Customer Portal URL
The customer portal will be accessible on the same URL as so far (billing.touchsupport.com) as well as from our website Customer Login (www.touchsupport.com/customer-login/).
The old customer portal, based on Ubersmith, will no longer be available. But don't worry, as none of your confidential details are left stored within the system. The system is also completely backed up, so if you need to review any of your old invoices we can send them to you anytime.
Every contact for every client should have received a Welcome email with their own credentials to access the customer portal. Please let us know if one of your subaccounts is missing or did not receive their credentials.
Please update your passwords immediately, if you haven't done so already.
The big news is that Touch Support has integrated their Support Board with the Customer Portal. This means that you can now submit your support requests or contact any of our departments directly from your customer portal! No need to login to various portals anymore, you can do everything from the same place and track the progress of your tickets there as well.
We still haven't integrated our Documentation portal or the Project Management portal, so clients who use these will still have to login to separate portals for access. You can find links to each portal on Touch Support's website under Customer Login (www.touchsupport.com/customer-login/)
All your services, whether they be active or terminated, will be visible to you from the Customer Portal, an overview on the front page and a full list if you go to 'Services' and select 'My Services'. Currently, you will only have the services active at the time of migration listed in your Customer Portal, as we did not migrate any previously canceled services.
Among other news, you will now be able to Request Cancellations of your services from within the Customer Portal at the click of a button. If you select a service from your list of active services and open it, a 'Request Cancellation' option will be available.
Touch Support will still have to approve all cancellation requests, but some services will be available for immediate cancellation, such as Server Administration Packages.
If you wish to cancel a contractual service, we suggest you contact your Account Manager directly. However, if you wish, you can request a cancellation through the Customer Portal, and your Account Manager will reach out to you for further discussion.
You will also have the option to Order New Services directly from the Customer Portal. You will have the option to order new licenses (under the category 'Licensing') as well as new Server Administration packages and Migrations Services (under the category 'Linux Support').
While the Linux support services will become active immediately, licenses will have to wait to be activated until working hours.
Any product you cannot buy directly from the Customer Portal, due to the fact it's difficult to configure, please contact our Customer Service Department and we will prepare a quote for you.
You will also be able to add products to your existing services by navigating to 'View Available Addons'. This way, you will be able to order a new license for a server hosted with Touch Support or on one of our Server Administration packages or request additional backup storage for your server.
Please keep in mind that all the addons that are listed with price $ 0.00 are products that need to be configured, therefore, they are not free, and a price will be established later on. Your Account Manager will contact you after submitting an order for any such product.
On another note, we are sorry, but at the moment, clients who have servers hosted with Touch Support, or our colocation services, will no longer be able to monitor their usage through the Customer Portal. However, our Billing Department is happy to send usage reports on demand until we find a way to grant you access to this information in a live setting.
Your January invoices are already waiting for you in your Billing section, under 'My Invoices'.
Any outstanding invoices in the previous billing system at the point of launch have been migrated to WHMCS and are awaiting your payment. We have also generated invoices for any services that were not billed throughout the entire year of 2016 to compensate.
Please also keep in mind that Touch Support has realigned the billing cycles for all clients to start with the 1st of every month. All automatically billed services will be billed in advance, on the 15th of every month for the next month, and all services billed per usage will be billed by the 15th for the previous month.
Due to the realignment, we will not be incurring any late fees until March 1st, so our clients have enough time to reorganize and compensate for the changes. As of March 1st, the standard late fee of 1.5 % of the entire overdue amount will incur for any and all overdue invoices.
Touch Support will continue to accept the following payment methods:
Credit Card Payments
Credit Card payments will continue to be processed through Authorize.net as they have been so far, and all Credit Card details will be kept strictly confidential. You can opt for one-time payments or you can set up your preferences for WHMCS to charge your Credit Card automatically when the invoice is due.
If you would like to pay by credit card but not have it auto-charge, just select the payment method for your invoice to be Credit Card, but be careful not to select the option to keep the credit card on file for future payments whilst you pay.
If you want to set up auto-charge simply confirm that you would like to keep the credit card on record for future payments and all future invoices will be processed automatically. You can also add/change/remove your credit card details in your Account ('Hello, Customer' button) under 'Manage Credit Card'.
If you select the PayPal as the payment method on your invoice, you will be taken to the PayPal portal to remit payment right away. You can also choose the PayPal subscription payment method to setup a permanent subscription for all your future invoices.
Check and Bank Transfer
If you select these two options, details on where to send your check/remit your payment will appear on the invoice. This is not an automated process so you will still have to take the additional necessary steps to remit payment.
If you have any questions or concerns regarding the new Customer Portal or anything else, feel free to reach out to our Billing Team by submitting a ticket and we will happily help you any way we can.
Please do not submit support requests regarding the Customer Portal or your billing to our Support Staff, as they do not have access to the Billing System and will not be able to help you.
Thank you for your ongoing support and business and thank you for choosing Touch Support!
Accounts Receivable Team
Tuesday, January 3, 2017