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Partner Management Guide

This guide covers the complete partner lifecycle from initial onboarding to ongoing support.

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Partner Onboarding Process

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Step 1: Create Organization & Entity

1

Navigate to Partner Management

Internal Dashboard → Partner Management → Create New Partner
2

Create Organization

Organization Name: University of Example
Type: University/College/Company/Nonprofit
Organizations are top-level containers for all entities.
3

Create Entity

Entity Name: Admissions Office
Type: Admissions/Program/Department
Link to School: Search and select if applicable
Entities represent specific departments or programs.

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Step 2: Generate Invitation

1

Find Created Entity

The entity appears in Partners list with “Pending” status
2

Generate Code

Click “Generate Code” and enter:
  • Admin email (MUST match signup email)
  • Expiry (default 7 days)
3

Share Securely

Copy invitation URL and send via:
  • Secure email
  • Scheduled call
  • Partner portal

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Step 3: Partner Activation

The partner will:
  1. Visit invitation URL
  2. Create account with matching email
  3. Automatically become entity admin
  4. Complete profile setup

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Example Organization Structures

University of Nebraska–Lincoln
├── Admissions Office
├── Raikes School of Computer Science
├── College of Business
└── College of Engineering

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Support Workflows

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Common Support Tickets

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Ticket Response Templates

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Initial Response

Hi [Partner Name],

Thank you for contacting FindU support. I've received your request 
(Ticket #[ID]) and I'm looking into this right away.

I'll have an update for you within [timeframe based on priority].

Best regards,
[Your Name]
FindU Support Team

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Information Request

Hi [Partner Name],

To help resolve this quickly, could you please provide:

1. What were you trying to do when this occurred?
2. Any error messages you saw (screenshots help!)
3. Which browser/device you're using
4. When you first noticed this issue

This information will help me identify and fix the problem faster.

Best regards,
[Your Name]

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Resolution Confirmation

Hi [Partner Name],

Good news! I've resolved the issue you reported. Here's what I did:
[Brief explanation of fix]

Please try [specific action] again and let me know if everything 
is working as expected.

I'll keep this ticket open for 24 hours in case you need any 
clarification.

Best regards,
[Your Name]

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Database Troubleshooting

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Key Queries

-- Search by email
SELECT pu.*, pa.*, pe.name as entity_name
FROM partner_users pu
LEFT JOIN partner_affiliations pa ON pu.id = pa.partner_user_id
LEFT JOIN partner_entities pe ON pa.entity_id = pe.id
WHERE pu.email ILIKE '%search-term%';

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Escalation Guide

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When to Handle Yourself

  • Password resets
  • Permission updates
  • Basic troubleshooting
  • Invitation regeneration

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When to Escalate

  • Database corruption
  • Missing foreign keys
  • Auth system issues
  • Feature bugs
  • Security concerns

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Escalation Process

  1. Document all troubleshooting steps
  2. Include relevant queries/results
  3. Create detailed GitHub issue
  4. Tag in #partner-support channel
  5. Follow up with engineering

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Best Practices

Always Verify

Confirm partner identity before making account changes

Document Actions

Log all support actions in ticket system

Test First

Try fixes on test accounts before production

Follow Up

Check back after 24 hours to ensure issue resolved

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Quick Reference

Priority Response Times:
  • 🔴 Urgent: 1 hour
  • 🟡 High: Same day
  • 🟢 Normal: 24 hours
  • ⚪ Low: 48-72 hours
Common Issues:
  • Login problems → Check email/auth
  • Missing features → Verify permissions
  • No data → Check interactions
  • Can’t invite → Confirm admin role
Useful Links: