Depending on the support plan you have for your application, between 2 and 8 individuals are able to raise cases in our support portal.
Essential Plan - 2 named Contacts.
Standard Plane - 4 named Contacts.
Premier Plan - 8 named Contacts.
If you have less than the permitted number of users, we can add additional users until the limit is reached. If the limit is reached (or exceeded) we require a list of users who should have permission to create cases (up to the permitted limit) to be sent to your Customer Success Manager, or Account Manager. Once we have this information we can then align the users to the permitted list.
Another reason why you might not be able to raise a support case could be related to your support entitlements. Each client has a timeframe of support they pay for. If this timeframe expires you will lose your ability to raise cases. If this happens the best person to speak to would be your Account Manager or Customer Success Manager.