Roles, Billing, and Support

Roles and permissions

Not every user should have the same access.

Before inviting the full team, decide who should:

• execute work
• manage assets and PMs
• review reporting
• manage billing
• change organization settings

Where billing lives

Billing lives under Settings, not the main operational sidebar.

Plan and entitlement changes affect:

• which product surfaces are available
• which intelligence features are exposed
• whether certain admin controls appear

When something is missing

If a page, report, or workflow does not appear, the reason is usually one of these:

• role does not allow access
• plan does not include the feature
• organization setup is incomplete

Use support and the knowledge base together

The knowledge base is best for:

• setup guidance
• product workflow explanations
• self-serve operational questions

Support is best for:

• broken behavior
• account-specific help
• data issues
• billing questions
• bugs, incidents, or unclear product behavior

Helpful support requests include

• the page you were on
• what you expected to happen
• what actually happened
• the facility, asset, or work order involved
• a screenshot if the issue is visual