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Partner Management Guide

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Partner Onboarding Process

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Step 1: Create Organization & Entity

Organization Name: University of Example
Type: University/College/Company/Nonprofit

Entity Name: Admissions Office
Type: Admissions/Program/Department
Link to School: Search and select if applicable

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Step 2: Generate Invitation

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Step 3: Partner Activation

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

-- Find user
SELECT * FROM partner_users WHERE email ILIKE '%partner.email%';

-- Check recent auth attempts
SELECT * FROM auth.audit_log_entries 
WHERE user_email = '[email protected]'
AND created_at > NOW() - INTERVAL '24 hours';

-- Check permissions
SELECT pa.*, pe.name, pe.show_in_app
FROM partner_affiliations pa
JOIN partner_entities pe ON pa.entity_id = pe.id
WHERE pa.partner_user_id = 'USER_ID';

-- Grant admin access if needed
UPDATE partner_affiliations 
SET role = 'admin', 
    permissions = '{"all": true}'::jsonb
WHERE id = 'AFFILIATION_ID';

-- Check interactions
SELECT COUNT(*) FROM student_school_interactions
WHERE partner_entity_id = 'ENTITY_ID'
AND interaction_date > NOW() - INTERVAL '30 days';

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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

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Quick Reference

• 🔴 Urgent: 1 hour
• 🟡 High: Same day
• 🟢 Normal: 24 hours
• ⚪ Low: 48-72 hours

• Login problems → Check email/auth
• Missing features → Verify permissions
• No data → Check interactions
• Can’t invite → Confirm admin role

• Database Queries
• Ticket Templates
• Escalation Process