K2 Service Credits plays a vital role in gaining access to K2 expertise for guidance and assisting in driving success with your K2 implementation. Because of this and because K2 Service credits come with an expiry date, it is important to maintain proper visibility and management of your available credits.

Here are four ways in which you can gain visibility on your organization’s usage of K2 Service credits:

  1. Monthly Credit Usage Statement Notification Subscription
  2. Weekly Credit Expiry Notification Subscription
  3. Customer Dashboard - Credit Usage Reporting
  4. Customer Dashboard – Notification Subscription Service

Before we go into details on each of these methods, be aware that there are multitudes of services you can gain value from by using K2 Service Credits.

Click here to see the list of services K2 can provide

 1.    Monthly Credit Usage Statement Notification

Gain visibility on K2 Service Credit usage in the past month, the total number of K2 Service Credits remaining and any K2 Service Credits that will expire in the coming month if not used.

The Credit usage statement is emailed once a month to any user that is subscribed to this notification service, but only if your organization either used K2 Service Credits during the past month or have active K2 Services Credits for use.

When a new customer is registered, the Primary Contact for that company will automatically be subscribed to this notification service.

The account statement is comprised of three main sections:

  • The number of K2 Service Credits used in the last 30 days grouped by K2 Service Category
  • The number of active K2 Service Credits for usage and their expiration periods
  • The number of Credits that has expired in the past month

For a more detailed look into expiry periods longer than 30 days, visit the K2 Customer dashboard – Credit Usage page.

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 2.    Weekly Credit Expiry Notification

Gain visibility on K2 Service Credits expiring in the coming month if not used.

The K2 Service Credit Expiration notification is emailed once a week to any user that is subscribed to this notification service, but only if your organization has active K2 Service Credits that will expire in the next 30 days.

When a new customer is registered, the Primary Contact for that company will automatically be subscribed to this notification service.

The K2 Service Credit Expiration notification email is comprised of three main sections:

  • The Type of credit:  K2 Service Credits can either be Purchased or Complimentary
  • Total:  This is the total number of credits that will expire in the next 30 days.
  • Nearest Expiry:  The expiry date of the credit closest to expiration. Note that this date might not be the expiration date for the entire total number of credits that will expire in the next 30 days.

For additional detail on expiration periods ranging from 1 to 120 days, visit the K2 Customer dashboard – Credit Usage page.

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3.    Customer Dashboard - Credit Usage

The Customer Dashboard is accessible to every user with K2 Portal credentials and can be accessed directly at https://portal.k2.com/product-support or by navigating the menu: Support > My Support Tickets.

The Customer Dashboard consist of multiple tabs for visibility into Support and Service requests. The dashboard also provide visibility into K2 Service Credit usage.

The Credit Usage tab consist of four main sections:

  1. Available Credit Expiry schedule from 1-120 days out.
  2. Allocated Credits - These are K2 Service Credits that have are “in-play” and allocated to any open tickets by category.  By clicking on the relevant category, e.g. ‘Infrastructure’ in this case, the tickets where the credits are allocated is shown.  The snapshot of the ticket can be loaded from the list view. 
  3. Used Credits section shows credits used by category.  By clicking on the relevant category e.g. ‘Infrastructure’ in this case, the tickets where the credits were used is shown.  The snapshot of the ticket can be loaded from the list view. 
  4. Expired Credits section shows the credit expiry for credits over the last 365 days.

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4.    Customer Dashboard – Notification Subscription

The Notification Subscription tab of the Customer Dashboard allows a user to subscribe (if currently unsubscribed) or unsubscribe (if currently subscribed) from the Monthly Credit Statement Notification or the Weekly Credit Expiry Notification.

When subscribed to both notifications, the tab looks as follows:

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When unsubscribed from both notifications, the tab looks as follows:

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When the last user unsubscribes from any of the notifications, the user is prompted with a message.  In the image below, the user is the last subscriber of the Monthly Credit Statement:

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Note: If you select “OK”, no one in your business will receive these notifications any more. This might cause you to miss an expiration date and lead to loss of credits.