#Manage Customers

In this system, as a partner, you can manage your customers via the Customers page. Click Customers in the navigation pane to go to the Customers page.

You can perform the following actions on the Customers page:

• Onboard new customer – To invite a new customer, click Onboard new customer in the upper-right corner, and then select an option below according to the account type of the customer you want to invite. The Invite new customer panel appears. For more information, refer to Invite a New Customer.

  • Microsoft 365 global admin

  • Microsoft 365 U.S. Government global admin

  • Google super admin

  • Salesforce system admin

  • Local account

  • Authorization link

• Add services – To add online services to a customer, click the ellipsis button of the customer, and select Add services in the drop-down list. You can also select the customer, click Services, and select Add services in the drop-down list.

  The Add services window appears. For more information, refer to Add Services. In the window, you can also click the Edit existing services link to go to the Tenant-Level Subscriptions and Licensing page to edit the services for the customer tenant.

• Start services – You can set up Microsoft 365/Google Workspace objects backup for customers who have available subscriptions for the Cloud Backup for Microsoft 365 or Cloud Backup for Google Workspace service.

  To start an online service to a customer, click the ellipsis button of the customer, and select Start services in the drop-down list. You can also select the customer, click Services, and select Start services in the drop-down list.

  The Start services panel appears displaying the customer's service status. For more information, refer to Start Services.

  NOTE

  You cannot start services for customers who have disabled your access to their AOS tenants.

• Edit services – If you have a pooled subscription for Cloud Backup for Microsoft 365, you can select up to 20 customers with this service, click Services, and select Edit services in the drop-down list to batch edit their subscription of Cloud Backup for Microsoft 365. In the Edit services panel, complete the following steps:

  1. Select the Cloud Backup for Microsoft 365 card and click Next.

  2. On the Subscription information page, edit the subscription information for the customers. You can refer to Add Services and Manage Customer Subscriptions sections to view how to edit the settings.

  3. Click Save. Elements will edit subscriptions for the customers, and you will be directed to the result page that shows the progress and result of edits. Note that some edits will fail if you close this page before all of them are completed. After it is completed, you can click Export to export the result report for the edit.

• Change management mode – You can change the management mode for the customer from the Partner management of tenant mode to the Customer management of tenant mode to disable the MSP's access to the customer's AOS tenant and other services. To change the management mode, select a customer and click Management mode. After changing the mode, click Save.

  NOTE

  Once you choose the customer management mode, you cannot change to the partner management mode for the customer.

• Hide/Show expired services – You can hide all expired services of a customer. Then, the expired services will not be displayed in Elements as well as the AvePoint Online Services home page. You can also show the hidden services.

  To hide/show expired services of a customer, click the ellipsis button of the customer, and select Hide expired services/Show expired services in the drop-down list. You can also select the customer, click Services, and select Hide expired services/Show expired services in the drop-down list.

• View customer information – To view detailed information about a customer, click the ellipsis button in the upper-right corner, and select View customer information in the drop-down list.

  You can also click the customer's organization name. The customer detailed dashboard appears. For more information, refer to View the Customer Detailed Dashboard.

  There is also a sample customer detailed dashboard for you to view what information is included on the dashboard. You can expand the navigation pane and click View now to access it.

• Edit customer information – To edit the information of a customer, click the ellipsis button of the customer, and select Edit customer information in the drop-down list.

  You can edit the customer information, upload an image as the symbol of the customer, and change the management mode, choose whether to send billing reports, apply a job notification profile, and send service reports to the customer. Then, click Save to save your changes or click Cancel to go back to the subscriptions page without saving any changes.

  Note the following:

  • If you want to send billing reports to the customer, select the Send billing reports to the customer checkbox, enter email addresses in the Email recipients text box, and select an option from the Billing profile drop-down list. For more information on billing profiles, refer to Manage Billing Profiles.

  • If you want to apply a job notification profile to the customer, in the Select job notification profile drop-down list, select a job notification profile. For more information on job notification profiles, refer to Manage Job Notification Profiles.

  • If you want to send service reports to the customer, select the Send service reports to the customer checkbox, and then enter email addresses in the Email recipients text box. For more information on service reports, refer to Manage Report Templates and Generate Reports.

• Generate reports – To generate a report for the customer, click the ellipsis button of the customer, and select Generate report in the drop-down list. In the Generate report window, complete the following settings, and then click Generate report.

  1. Template – All report templates where no customers have been defined will be loaded. Select a report template.

  2. Who should receive this report? – Select users who will receive this report.

     NOTE

     To send a report to a customer, make sure the setting for sending service reports is enabled for the customer, otherwise, the customer cannot receive the generated report. If you choose to send a report to a customer, after clicking Generate report, an email notification will be sent to the customer. The customer needs to verify the email address used to receive the generated report before they can finally view the report.

• View reports – To view the customer's storage consumption report and job status report, click the ellipsis button of the customer, and select View reports in the drop-down list.

  The View reports panel appears. Click the Storage consumption or Job status tab to view each report.

  You can export the storage consumption report by clicking Export at the bottom. A window appears. You can choose the report format, choose whether to include details in the report and modify the file name in this window. Then, click Export to export the report.

• View support tickets – To view the customer’s support tickets, click the ellipsis button of the customer, and select View support tickets in the drop-down list. You can also click the link under the support tickets column.

• Pin/Unpin customers – To pin a customer to the dashboard, click the ellipsis button of the customer, and select Pin customer in the drop-down list. The customer will be pinned and displayed in the Pinned customers section on the dashboard. If the customer has been pinned, you can also select Unpin customer in the drop-down list.

• Disconnect customers from Elements – To disconnect a customer from Elements when the customer no longer needs to be managed by the partner. For more information, refer to Disconnect a Customer.

• Search for a customer – To search for a specific customer, enter the keywords of the customer's organization name in the search box in the upper-left corner. Then, press Enter on the keyboard.

• Filter customers – You can filter customers by Product subscriptions, Status, Country or region, Tags, Has open support tickets, and Services. Click Filter in the upper-right corner and customize the filter criteria.

  Click Filter to apply the criteria to filter customers. All your filter criteria will be displayed at the top of the table, and you can also click the recycle bin button next to each filter criterion to remove it.

• Manage columns – Click Manage columns in the upper-right corner to choose the columns you want to display on the page.

• Export reports – Click Reports, and select the report you want to export: Export customer information report or Export Cloud Backup for Microsoft 365 job status report.

  A panel appears. You can choose one of the following methods to export the report:

  • If you want to export the report right away, click Export now.

  • If you want to set a schedule to export the report, select Specify a schedule. Configure the following settings:

    • Frequency – Select a frequency from the drop-down list.

    • File type – Now only Excel Workbook is supported.

    • Start date – Click the calendar button and set a date to start sending the report.

    • End date – Choose No end date or End by. If you select End by, click the calendar button to set an end date.

    • Recipients – Enter one or multiple recipients' email addresses and use semicolons (;) to separate them.

  Click Save to save the export schedule settings. You can also click Save and export to export the report directly.

  NOTE

  The scheduled reports will be exported at 12:00 UTC on the day you configured.

• Apply template – Administrators can apply a setting template to a customer. For instructions, refer to Apply a Template.

• Access customer's service environment – To access a customer's AvePoint Online Services environment, click the customer's registered account ID under the Registered account column. You can also click the service button of the customer at the end of the row and select a service in the drop-down list to access the specific service environment.

  NOTE

  When you access a customer's AvePoint Online Service environment, any other open customer environment will time out.

• Sort – Sort customers by the customer’s organization name by clicking the Customer column.