Master Account Holder  

The Master Account holder is a unique type of Master Administrator, who owns the account. There is only one Master Account Holder per account. The MAH has access to the entire account, including billing information and real time account notifications. 

TIP: See Module 2 for more information on account notifications.   

Master Administrators  

Master Administrators have complete control over all areas of the Administration Center, including Global Settings and the Calling Card. They create and maintain other Master Administrators, Administrators, and Administrator Groups, and set their permissions, and can perform all functions of an Administrator or Technician (if they are using a Rescue license).  Master Administrators can also lock permissions so they cannot be changed by an Administrator.  

TIP: Be very sparing and intentional when assigning Master Administrators. 

Administrators 

Administrators are able to access the settings and permissions only of their assigned technician groups. Like technician groups, you can break admin groups into sub-groups with specific permissions around areas like access to reporting, controls, configuration and monitoring. You can use these groups and subgroups to specify access and permissions by job function or clearance level.  Administrators can be assigned to as many technician groups as you like.  By default, administrators aren’t assigned to any technician groups, so until you assign them they won’t be able to access anything in Rescue.  

TIP: If you don’t want your admins to see the other groups (for example if you are an MSP and don’t want your clients to see information on other clients), you can block this by selecting “Show Technician Groups only to assigned Administrators” in Global Settings 

Technicians 

A Technician Group is a set of technicians with the same permissions and managed by the same Administrator. Technician Groups are used to organize Technicians and set Technician permissions.  

You can choose between 40+ permissions, and restrict access to specific channels by technician groups, so specific technicians can only work with sessions coming from allowed channels. You can also create sub-groups and Technicians that will become members of the selected Technician Group.  

TIP: To increase security, opt towards providing no permissions, then include only as needed. And don’t be afraid to create subgroups or multiple groups, to get even more granular.  

External Technicians 

External technicians do not need a Rescue account or license, and can be invited into an existing Rescue session by a licensed technician on an ad-hoc basis (e.g. a product expert only needed in extreme edge cases, or a contractor you only need in certain situations). External technicians cannot start a session, but rather need to be invited in.  

TIP: To increase security, you can restrict the External Technician functionality to only work with a pre-approved list of email addresses and determine special restrictions for them.