FAQs
Your Questions Answered
Joining TSANet
What is TSANet and why should I become a member?
TSANet, founded in 1993, is a worldwide, not-for-profit organization that provides the legal framework and collaboration system to foster multi-vendor problem-solving. We are a community of 900+ technology companies that aims to improve customer experience, partner relationships and employee satisfaction.
TSANet membership allows you to use an industry-standard solution for your cooperative support agreements. Current members have experienced significant savings in both time and money using the TSANet infrastructure. As the largest multi vendor alliance in the world, TSANet is a business and technical forum for cooperative support.
What type of companies join TSANet?
Any company that delivers technology solutions to consumers or enterprise customers would benefit from TSANet membership. This includes:
Hardware and Software Manufacturers
System Integrators and Value Added Resellers
Service Providers
Companies from Information Technology, Telecommunications, IT Security, Cloud Solutions and Mobile Technologies are some of the segments where TSANet has members.
Who decides the future direction of TSANet?
As a not-for-profit organization, the membership directs the organization by participation in committees, voting rights and the opportunity to have a seat on the Board of Directors or participate in a Regional Focus Group. Members can benefit from TSANet’s Global Events Program, which delivers opportunities to network and share knowledge and expertise with like-minded professionals from across TSANet’s global technical support community.
What are TSANet "Elite, Premium and Standard community relationships," and why are they necessary?
Today, hundreds of the leading IT organizations use TSANet infrastructure to deliver a worldwide standard of excellence for seamless customer cooperation. We offer a broad mix of member services, which can be tailored to meet your organization’s specific requirements.
Learn more about membership options.
Does TSANet submit collaboration requests to other companies on my behalf?
No, TSANet does not submit collaboration requests for your company. We provide a legal and operational framework that allows companies to connect with each other to provide multi vendor support and collaborate on new products and technologies.
What is mutual customer and how do other members know if the customer is entitled to my support?
The mutual customer is the shared customer who is involved in the technical issue being investigated by multiple vendors. Within the TSANet Connect process form, a Customer section includes company name, and contact details that are used to validate entitlement. Members are also able to add custom fields such as serial number if required for entitlement.
Will my joining cause an increase in case volume?
No. With the exception of very few specialized relationships, the mutual customer is at the heart of every TSANet collaboration request placed between members. By joining TSANet, you are simply receiving a collaboration request from one of your customers via another member that your customer happened to contact first. You will not be required to accept a collaboration request from a member that does not involve one of your customers.
What tools are available to collaborate with other TSANet members?
TSANet Connect: A simple user interface provides a consistent method for creating and updating a collaboration case with other Members.
Salesforce Connector: The Salesforce Connector is installed as a package within the Members Salesforce instance and provides a consistent collaboration experience with all Members.
Microsoft Dynamics Connector: The Microsoft Dynamics Connector is installed as a solution within the Members Microsoft Dynamics instance and provides a consistent collaboration experience with all Members.
API Integrations: TSANet provides and API that members can use to integrate into other systems.
Technology Partner Programs: Establish a two-way collaborative mechanism with your partner network. Members may utilize TSANet to provide a hosted collaboration path with their partners.
See the Documentation for further detail.
Do I need to change my case logging or escalation processes when I join TSANet?
No, TSANet is designed to allow members to use their existing Email workflow or CRM API Interface and escalation processes that are in place as long as they support the response criteria defined by the relationship. Members can also define separate processes for special relationships and departments through the use of Technology Partner Programs or Solution Support Programs. Click here to learn more.
Do I have to support all my products?
No. Members may specify which products they support with the TSANet process document they post. Members can also create different processes for separate relationships, departments, product groups or geographic regions, allowing for streamlined collaboration within their company.
TSANet Connect Account Settings
How do I Login?
Follow the steps outlined here: https://tsanet.gitbook.io/connect/documentation/webapp/user-guide#how-to-login
How do I reset my password?
To reset your password, navigate to https://connect.tsanet.org/ and search for your company. Select “Forgot Password?” to retrieve a reset password link from membership@tsanet.org. If you do not receive an email, please check your junk folder. Contact membership@tsanet.org if you have any further issues.
To reset another user’s password, please contact membership@tsanet.org.
How do I create a collaboration case?
Follow the steps outlined here: https://tsanet.gitbook.io/connect/documentation/webapp/user-guide#submit-a-collaboration-request
How do I update, access and escalate a collaboration case?
Follow the steps outlined here: https://tsanet.gitbook.io/connect/documentation/webapp/user-guide#collaboration-requests
How do I update the Account owner?
If the main point of contact for your company has changed, please contact membership@tsanet.org to update your account information.
How do I invite a partner to join TSANet?
Follow the steps outlined here: https://tsanet.gitbook.io/connect/documentation/webapp/user-guide#invite-partner-to-connect
Payments, Pricing, and Billing
How do I add TSANet as a Vendor, make payment, renew membership?
If you have any issues regarding adding TSANet as a Vendor, payment, invoicing or membership renewal, please contact Membership at membership@tsanet.org.
To make a payment, please go here: https://www.tsanet.org/payment/
How do I upgrade my membership?
To upgrade your membership, go to https://www.tsanet.org/join-form/. If you run into any issues or would like a call to discuss further email membership@tsanet.org.
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