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Proofpoint, Inc.

How can I add a new Support Contact?

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Situation Due to recent changes within your company or new hires with your company, you need to add a new Support Contact so that they can access Support options for Proofpoint Essentials.
Solution Create a new Case or contact your Account Manager with the information for the new contact.

 

Adding New Support Contacts

With evolving businesses and new contacts, it is understandable that there may be necessary changes to who can access the Proofpoint Essentials Support options. There are two ways to request these additions/changes.

 

Who Qualifies for a Support account?

Not everyone who has Proofpoint Essentials qualifies for a support account. Many of our resellers support their own customers and if they cannot resolve the issue, then they will open a ticket with Essentials support. If you call into your reseller for support, you most likely will not qualify for direct support.

Here is who qualifies for a support account:

·         If you are an Annual customer- You qualify for a support account.

·         If you are a channel partner or above and are not required to call into a support partner, you should qualify for a support account.

·         If your account owner at Proofpoint tells you that you get direct support, then you qualify for a support account.

Note- If you send an email and request access, and are told that you receive service through a provider, you do not qualify for a support account.

Create a New Support Case with Proofpoint

When you log into the Proofpoint Community (www.proofpoint.com/essentialscommunity), you will want to go to Contact Support. From here you can create a new case that expresses that you wish to add a new user as a Support Contact.

We will require:

  • First Name
  • Last Name
  • Email Address

Once we receive the case request, we will process it and then the new user will get a Welcome Email sent to their address provided.

Contact your Account Manager

Reaching out to your Account Manager is another method that you can add a Support Contact to your account. Sending an email notification to the Account Manager with the request to add the new user would require the same information as above:

  • First Name
  • Last Name
  • Email Address

Once the process has been completed, the new user will receive a Welcome Email to configure their access to the community portal.

 Send an Email

Send us an email to essentialssuccess@proofpoint.com with the following information:

  • First Name
  • Last Name
  • Email Address

Once the process has been completed, the new user will receive a Welcome Email to configure their access to the community portal.