“IT can assist with” is defined as meaning: “The C21 Affiliated IT department has limited administrative access to these systems – our access level allows us to diagnose, troubleshoot, and resolve most issues, however, since we do not control how these systems are managed and maintained, we must reach out to our vendor support teams & representatives or other affiliated departments for assistance with some issues.”
Affiliated IT Assists with | Vendor assistance needed |
(Skyslope) account creation, access provisioning, password resets, & technical issues. |
(Skyslope) system outages or mass reported site issues (we contact our SkySlope rep) |
(Darwin Cloud) assist with pulling properties from SkySlope into Darwin Cloud. | (Skyslope) unresolved technical issues (We advise agents to reach out to SkySlope support (https://support.skyslope.com/hc/en-us)) |
(Darwin Cloud) Manually resending commission statements for a singular transaction (All requests for this must come from Accounting! (accounting@c21affiliated.com)) | (Darwin Cloud) resending commission statements from several months’ past (we contact AccountTECH) |
(Darwin Cloud) Trouble shooting why an agent might not receive their commission statements or billing notices. | (Darwin Cloud) Whitelisting an agents email so can start receiving statements/notices again (we contact AccountTECH) |
(21 Online/Lead Voyager/Moxi Works) Triggering Password reset emails | (Darwin Cloud) site errors, feed errors, login errors, program errors, reporting errors (we contact AccountTECH) |
(21 Online/Lead Voyager/Moxi Works) Troubleshooting why reset emails do not come through. |
(21 Online/Lead Voyager/Moxi Works) When the reset emails are not generated or when the login is still not working, Agents must call into the C21 support desk themselves for assistance! (877-221-2765) |
Konica Office Printer/copiers - driver installs & setup (Windows PC & Macbooks only - both affiliated computers and personal computers) | Konica Office Printer/Copiers - physical Issues with the device (out of paper, out of ink, paper feeding wrong, won’t power on, etc.) (Please speak with your office admin for assistance; they will escalate unresolved issues to our helpdesk.) |
Xerox Office Printer/copiers - driver installs & setup (Windows PC & Macbooks only - both affiliated computers and personal computers) | Xerox Office Printer/Copiers - physical Issues with the device (out of paper, out of ink, paper feeding wrong, won’t power on, etc.) (Please speak with your office admin for assistance; they will escalate unresolved issues to our helpdesk.) |
Mail client software - Mapping your Affiliated email to a mail client app (such as:) | (KMH (Knowledge Management Hub)) How-to and password resets (Agents should contact the Affiliated L & D team (learning@c21affiliated.com)) |
(ZipForms) account setup and password reset | (ZipForms) technical support (Agents should contact ZipForms support (https://ziplogix.com/support/)); unresolvable technical issues (we will contact our Zipforms rep) |
(Marq portal) for all issues, please reach out to marketing@c21affiliated.com |
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