Can you add more users to Arc XP Customer Support (ACS)
Question
How do I add additional or new users for access to the Arc XP Customer Support (ACS) portal. Is there a limit to the number of users that we can add?
Answer
New users are added by requesting them through an ACS ticket submitted by an existing portal user.
Several limitations exist for these users:
The number of contacts is limited. Absolute limits are governed by your SaaS Agreement; however, the number is generally kept relatively small to ensure efficient communication and troubleshooting. If you have contacts in excess of these limits, you may be asked to replace an existing contact with your new contact.
Contacts with access to the ACS support portal are expected to have technical knowledge and expertise and be considered the technical contacts for your site. Reports of issues from editorial staff should be submitted through these technical contacts.
Contacts with access to the ACS support portal are expected to perform 1st level triage to eliminate local issues and provide substantiation of an issue with the Arc XP Platform. This substantiation should be as comprehensive and detailed as possible to assist the Arc XP engineers in troubleshooting the issue.
If you have run into either of these limitations but feel you have extenuating or temporary circumstances that warrant the new addition, provide these details with your submission and we will do our best to accommodate you.