Contact Roles, Access Levels, and Badge Policy

Overview

To maintain security and proper authorization within the iM Critical Customer Portal, we use a structured access control system that defines how each client organization interacts with our support and facility operations.

Each client has designated contact levels that determine who can open tickets, request access for new users, or manage service-related actions. This article explains the different Contact Levels, the Permanent Badge Policy, and how to request access for new users, vendors, or visitors.

Contact Levels and Privileges

1. Main Contacts

• Can open tickets for any type of request.
• Authorized to create or modify other Main Contacts.
• Can request access for Secondary Contacts and Technicians.
• Serve as the primary point of approval for all account-related and access actions.
• Typically includes: account managers, senior engineers, or department heads.
• Badge: May or may not have a Permanent Badge, depending on operational needs.

2. Secondary Contacts

• Can open and manage support tickets.
• Can request access for Technicians (Permanent Badge).
• Can request new services or upgrades to current services.
• Cannot create or modify Main Contacts.
• Usually includes: project managers, administrative leads, or regional supervisors.
• Badge: May or may not have a Permanent Badge, depending on operational needs.

3. Technicians (Permanent Badge)

• Can open technical or operational tickets.
• Can request on-site or remote technical assistance.
• Cannot request new user creation or modify existing contacts.
• Cannot request new or upgraded services.
• Typically includes: on-site engineers, field technicians, or third-party support staff directly assigned to the client.
• Badge: Always hold an active Permanent Badge issued by iM Critical.

Permanent Badge Policy

• A Permanent Badge grants long-term facility access privileges for authorized individuals.
• Main Contacts and Secondary Contacts may hold a Permanent Badge based on their role or operational requirements.
• Technicians are always issued a Permanent Badge after proper approval and security verification.
• All Permanent Badge holders must comply with iM Critical’s access and security policies at all times.

Vendors, Contractors, and Visitors

• Vendors, contractors, and visitors do not require a Customer Portal account.
• Their access requests must be submitted by a Main Contact or Secondary Contact via a support ticket.
• The ticket should include:
  • Full Name of the visitor/vendor
  • Company Name
  • Purpose of visit (e.g., maintenance, delivery, audit, installation)
  • Date and expected duration of access
• All vendors, contractors, and visitors must be escorted by iM Critical staff or accompanied by an authorized contact.
• No unescorted access is permitted for non-badged visitors under any circumstances.

How to Request Access for a New User

1. Request must be submitted by a Main Contact via the portal or by email to support@imcritical.com.
2. Include the following information:
   • Full Name
   • Company Email Address
   • Desired Role (Main Contact, Secondary Contact, or Technician)
   • Reason for access or project association
3. The request will be validated by our support and security team.
4. Once approved, the new user will receive an automatic invitation to register and access the iM Critical Customer Portal.

Access Issues

If any authorized user experiences difficulties logging into the portal or receiving the registration link, please contact support@imcritical.com or reference your existing ticket for faster assistance.

Important Notes

• Only Main Contacts are authorized to approve or modify user roles and access privileges.
• Technicians always require an active Permanent Badge to access facilities or initiate operational tickets.
• Temporary or escorted access for vendors and visitors must always be pre-approved and scheduled through a Main or Secondary Contact.

Last Updated: November 2025