What is the Help Center?

The Help Center is the main global platform where support and information can be found for all our products and services. The aim of the Help Center is to provide sufficient information to allow users to self-serve and resolve their own issues rather than raising a formal support request.

The site will be accessed by a variety of users - from those providing admin/configuration support for their own teams, to end users looking for overviews or how-to guides on how certain features work.

You can search for information via the main search bar on the home page, or by navigating through the Categories and Sections and searching for specific Knowledge Articles there.

The kind of content you can expect to find is:

• General overviews of a product/subject
• Cheat sheet/quick starter 1 pagers
• How-to guides
• FAQs
• Troubleshooting/error codes

Content on the site can be downloaded and saved as a webpage or PDF, but it may not be possible to share a link directly to other users, as not all Knowledge Articles are available to all users (see section on Access Levels in the Help Center for more details on the various access levels in the Help Center). If you have any issues with this, please contact the Knowledge team at helpcenter@rewardgateway.com .

The site is intended to be dynamic with content being added frequently as products and services evolve. If you have ideas for new Knowledge Articles to be added, or need an existing one to be amended, or even general feedback, again, please contact the Knowledge team at helpcenter@rewardgateway.com .

Access Levels in the Help Center

The Help Center provides different content for different audiences. Not all of this content will be available to all users. The audiences defined on the site are:

1. Business Units
2. HR Managers
3. Members

Business Units have the highest level of access in the Help Center and people with this access level can view articles that are assigned to Business Units, HR Managers and Members. 

Users with HR Manager level access can view articles that are assigned to HR Managers and Members, but they cannot see Business Unit content. 

Members have the lowest level of access and can only view articles assigned to them. They cannot see Business Unit or HR Manager content.

Business Units and HR Managers will access the Help Center through Reward Manager and content relevant for them will be automatically displayed via SSO. Members will access the site directly via the URL and will not need to login to view content.