Evolve Account Management Updates FAQ

The way you manage your Evolve account will undergo some changes effective October 6, 2024. Read on for more information on these changes and how they'll impact you.

Overview of Changes

What is happening on October 6, 2024?

On this date, the customer-facing portal will be discontinued, and tasks related to subscriptions and licenses will be handled by Intellum. Intellum will manage your Evolve billing, subscription, and instance management for you.

Why is this change being made?

This change is part of our ongoing commitment to improving service efficiency and providing a more personalized experience. By managing these tasks in-house, we can offer a more streamlined and accurate service.

Scheduled Downtime

When will the scheduled Evolve downtime occur?

The scheduled downtime is set for October 6, 2024, from 7 AM to 9 AM EST. During this time, Evolve will be unavailable as we implement the updates.

What should I do during the downtime?

There is no action required on your part during the downtime. We recommend informing any users within your organization about the temporary unavailability of Evolve during these hours.

Account Owner Role

What is the new Account Owner role?

Each Evolve account will now have a designated Account Owner. This person will serve as the primary point of contact (POC) for all subscription, instance, and billing-related matters.

How is the Account Owner assigned?

Initially, the Account Owner will be automatically assigned to the Admin user who first signed up for the Evolve instance. If this person is no longer active, the role will be assigned to the next active Admin user with the oldest registration date.

Can the Account Owner role be reassigned?

Yes, To designate a new Account Owner, the current current Account Owner can designate a new Account Owner. If the Account Owner is unable to make this change, please contact Customer Care for assistance.

To designate a new Account Owner, the current Account Owner should access the Users screen in Evolve, click the three dots on the top-right of the new Account Owner's name, and select Transfer Ownership.

Subscription, Instance, and License Management

How will subscription management change?

Previously, one Evolve subscription could correspond to multiple instances of Evolve. In the new system, each license subscription corresponds to only one instance of Evolve. This clarifies billing and ensures a more streamlined management process.

How can I request new Evolve instances or additional licenses?

Moving forward, new Evolve instances and additional licenses cannot be created directly by the client. You will need to submit a request through your Relationship Manager (RM) or our Customer Care team. Requests will be completed within 5 business days.

How will I track and manage my Evolve instances?

With the customer-facing portal being discontinued, Intellum will manage all instance-related tasks. If you need to view or report on your instances and associated licenses, you can request a report from your RM or Customer Care.

Will this change affect any ongoing projects or scheduled course deliveries?

Aside from the scheduled downtime on October 6, there should be no impact on your ongoing projects or scheduled course deliveries. If you have any concerns, please reach out to your RM.

Support and Assistance

Who should I contact if I have questions or need help?

For any questions or assistance, please reach out to your Relationship Manager or our Customer Care team. They are available to help with any concerns you may have during this transition.