Support Portal Access — How It Works and Managing Requests Within Your Organisation

Overview

The BuildingPoint Support Portal operates on a flat, open-access model. There are no tiered access levels and no enforced restrictions on the types of support requests users can submit. Every registered user within your organisation holds the same level of access and can raise any category of request directly with our team.

Who can submit requests?

All registered portal users have equal access to submit support requests. There is no distinction between user roles at the portal level. Anyone with a registered account can log a ticket at any time.

Managing access within your organisation

Because the portal does not impose submission controls on our end, the responsibility for determining what reaches our support team, and through whom, sits with your organisation.

We recommend customers establish an internal escalation pathway that defines:

• Who is authorised to submit requests on behalf of the organisation
• What should be resolved internally before escalating to BuildingPoint Support
• Which request types (e.g. system modifications, configuration changes, billable work) require sign-off from a system administrator or manager before submission

This internal process is the most effective way to ensure the right people are raising the right requests — and that submissions to our team represent issues that genuinely require our involvement.

Why this approach works

An open-access model and a well-structured internal escalation policy are complementary, not in conflict. Customers who manage their own internal filter typically see:

• Fewer repeat queries on the same topics as knowledge is retained within the team
• Stronger self-service capability and working knowledge of Jobpac Connect over time
• Faster resolution when requests do reach us, as they arrive with the right context and authorisation

Need help setting up your internal process?

If you have questions about how specific request types are handled by our team, please don't hesitate to reach out via the Support Portal.