Service Structure

Effectiveness of the service management depends on the account structure created by you. Perfect structure has a clear hierarchy. Below there are recommendations necessary to help you clarify accounts’ hierarchy peculiarities. Understanding of such peculiarities will help you to build a proper service structure meeting the needs of your business.

When creating the structure, it is important to understand the following rule: an item cannot have more privileges, possibilities, or rights then its superior item has. This is true for services in accounts, for access rights, etc.

First Log in to the System
Upon the first logging in to the system (CMS Manager) such elements as account, user, and appointed billing plan are available to the service owner. These elements have an identical name. Further, the account will be discussed in depth.

System Account

Top_account (individual name for every client) is an account of the top level. It is created automatically upon new service activation. Top account for every client is created with its own individual name, serving as a global identifier of a service in Wialon Local. Billing plan name is the same as an account name. This billing plan has all the available functionality by default. Top account is considered to be a system one that is why a service owner does not have access rights either for its editing or for the editing of its billing plan.

:!: Therefore, the first obligatory step for the Top_account user is creation of a managing account.

Creating Accounts

Manager is an account which should be created for the service management. It is created from the top level account. Access rights and available capabilities of the Manager user can be restricted by the Top_account user only. This account is considered to be a starting point for the creation of the proper accounts structure. Due to its high place in the hierarchy the Manager user can create new accounts as well as manage them (changing access rights, payment control, blocking, etc.). This account receives the same billing plan as the Top_account. All the necessary billing plan restrictions can be added in the account properties.

:!: The next step for the Manager user is to make estimations on the number of end customers. Depending on the result of the estimation, the corresponding account should be chosen and created (Customer_Service or Major_Customer_Service).

Customer_Service is an account which should be created for managing users with a small number of units (End_Customer_1,2,3). Such an account can be utilized in the sphere of personal tracking or private vehicle tracking. Set of functionality for a user of this account includes creating, changing, controlling, and providing technical support for users/accounts belonging to this account. Process of account capabilities configuration for every end user (manual enabling of the available functionality) could be rather time-consuming. Therefore, in order to automate this process, a set of ready-to-use billing plans (for example, Beginner, Advanced, Pre-Major) can be created in Customer_Service account. Note that these billing plans should be paid individually. Service charges are varied depending on the available functionality of the created billing plans.

Perfect structure implies an individual account for every end user, as well as creating units with necessary restrictions inside the own account (restriction on deleting a unit and its messages is considered to be a minimum required restriction).

Major_Customer_Service is an account for managing major clients with dozens/hundreds units (Major_Customer_1,2,3). Such an account provides a possibility to activate individual special billing plan either for all major customers (Major_Customer_1,2,3) or for every customer individually. Major_Customer_Service can provide with a developed hierarchy of subordinate accounts similarly to the structure of the whole service.

Besides, there is one more account to be spoken about (see below).

Dealer_1 is an account which should be created for a dealer. Dealer user possesses high degree of independence, its own customer support service, and also maximum of the available functionality. Dealer subordinate accounts structure can be created similar to the whole service structure.

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