Dedicated account manager (VIP)

VIP accounts have a named account manager. The Support page of the dashboard shows a button that opens a letter to the manager's mailbox, and the answer comes back by e-mail. The plan's support settings, including the manager, can be read with one API call, GET /support/entitlements.

Who gets what

• Dedicated account manager (plan flag dedicatedManager): VIP only. On FREE, STAR and PRO the Support page has no such button and the API answers manager: null.
• The plan that counts is the plan of the account that is signed in. The manager is a person who is reached by e-mail, at the address the button gives.

In the dashboard

Open Support & Tickets from the account menu. Above the ticket list a button reads Contact Harrison, your account manager; the name in it is the manager's name.

The button is a mail link: it opens your e-mail program with a new letter addressed to [email protected]. Write what you need and send it; the manager answers by e-mail.

If the plan cannot be read at that moment, the page shows no button rather than a wrong one. Support tickets work as on every plan and are opened from the same page.

With the API

GET /support/entitlements answers what the plan buys in support: supportRank, supportReplyMinutes and manager. The first two are described in Support; the manager works like this:

• On VIP, manager is an object with name and href, a mailto: address.
• On every other plan, manager is null.
• There is no call to assign or change a manager: a manager is a person, reached by e-mail at the address given.

Tickets are opened with POST /support/tickets, as on every plan.

Step by step

The same steps, with common problems and their fixes, are in the help centre: Contact your account manager. Tickets are described in Support.