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Contacting your account manager
Who is this article for?
Users looking to reach out to their Account Manager and who wants to know the queries that need Account Manager Attention.
No specific permissions are required.
This article explains which types of queries should be directed to your Account Manager. Your Account Manager is your main point of contact for the topics listed below. They will work with you to provide answers, guidance, and resolutions.
Not sure who your Account Manager is? You can email customer.enquiries@ideagen.com for help.
Type of queries
| Queries | Description |
|---|---|
| SQL Database Read Only Access | To request read-only access to the SQL database, please contact your Account Manager. A signed MSSA addendum from the Account Manager is required to obtain SQL database access. |
| Report Designer Set-up and Training | Should you require training on the report designer or wish to set up customised reports, please reach out to your Account Manager for further assistance. They will arrange training sessions at your convenience. |
| Dashboard Set-up and Training | For any inquiries related to Dashboard set-up and training, your Account Manager will be your primary point of contact. |
| Product Training and Training Related Queries | If you are seeking training on the product or its features, please contact your Account Manager. |
| Customised Set-up | For any customisations within the application or assistance with setting up your instance, such as configuring managed lists or bulk exporting documents, please consult your Account Manager. |
| Installations on Server | To request installations on the server or to schedule installations, please contact your Account Manager to coordinate with our Implementations team. |
| Additional Features | For discussions or enrolment regarding additional features of the product, your Account Manager will be your sole point of contact. |
| License Enquiries | For inquiries concerning licensing issues or requests for new licenses, please engage with your Account Manager. |
| End of Support Contract or Version 6 Extended Support | If you require support while using Q-Pulse version 6 or if your support contract has expired, please contact your Account Manager for assistance. |
| Renewal Enquiries | For any issues related to the renewal process or urgent matters concerning renewals, please reach out to your Account Manager, including the Renewals team at Renewals@ideagenplc.com. |
| Product Enrollment Related Queries | If you wish to enroll in any other Ideagen products, please contact your Account Manager. |