Frequently Asked Questions | Endpoint Central MSP Cloud

1. Who can try out Endpoint Central MSP on cloud?

Endpoint Central MSP is targeted for audiences who standout in Managed Service Provider (MSP) market by providing comprehensive endpoint management solution.

2. Can I limit the number of endpoints managed in any specific customer setup?

Number of endpoints can be configured while creating a customer setup. These values can be modified later, if required.

3. How to manage my network transfer rate while managing customers with large number of endpoints?

You can setup a distribution server for that customer, which cuts down the traffic and network transfer rate since the managed devices are routed through the distribution server.

4. How to store my managed customers details?

Customer details can be added while creating a customer. To modify, navigate to Admin tab > customer > Action.

5. Is it possible for a customer to be managed by several administrators?

We can create various user accounts by clicking user administration under Admin tab. User administration enables associating users with customers. Either one user can manage several customers or one customer can be managed by several users.

6.How is customer data protected in Endpoint Central MSP?

Each customer managed under Endpoint Central MSP is provided with a unique ID and the users and machines associated with each customer are mapped to it. This ensures that users can only access the details of the customers associated with them and restricts access to other customers' data.

7. What happens when my trial expires?

Endpoint Central MSP provides a free 30-day trial, using which you can manage unlimited endpoints for 30 days. Once this trial period expires, you can either extend your trial or purchase the product. If not, you will be moved to the Free edition, using which you can manage up to 25 endpoints.

8. My trial has expired, and I wish to purchase Endpoint Central MSP Cloud. What should I do?

1. In the product console, navigate to Admin > Global Settings > Subscription.
2. Fill in the required values and click Buy Now.
3. This will redirect to the zoho store page, where you can review and place the order.
4. Select your payment method and process your payment.
5. Your license will be activated immediately.

If you wish to purchase a license offline, please reach out to sales@manageengine.com.

9. How to reactivate my license if it has expired?

In the product console, and navigate to Admin tab > under Global Settings > select Subscription. Click Manage Plan, which redirects you to zoho store. You can renew your license here. Your Endpoint Central MSP Cloud license will be activated immediately. In case you’re denied access to Endpoint Central MSP console, click Buy Now to proceed with the reactivation.

10. What are the types of payments supported by Endpoint Central MSP Cloud?

Endpoint Central MSP Cloud supports payment via Visa, MasterCard, American Express and PayPal. Alternately, you can purchase Endpoint Central MSP Cloud offline (non-store) by mailing sales@manageengine.com.

11. How do I modify my Endpoint Central MSP Cloud license?

1. In the product console, navigate to Admin > Global Settings > Subscription > Click Manage Plan. This redirects you to the zoho store.
2. Hovering on the plan lets you modify the number of endpoints to be managed. Similarly, hovering on technicians and multi-language support lets you add or remove technicians and unsubscribe support for multi-language respectively.
3. On specifying the additional number of endpoints, the required cost to be paid is displayed. You can make payment to finish the purchase.

12. Why am I unable to sign up with Endpoint Central MSP Cloud?

If you are restricted to access Endpoint Central MSP, with a message to contact your administrator, check with your team if any account has been previously used to create an account for any of the Zoho's cloud services. Under such cases, use that account to access Endpoint Central MSP Cloud.

13. What happens when the super admin leaves the organization?

If the account credentials are available, login to Endpoint Central MSP Cloud, and follow the steps mentioned below to transfer the admin privilege to a new user (note: only the administrator of Endpoint Central account will be able to perform this). Navigate to User Administration under the Admin tab.
1. Select the user to whom the ownership is to be transferred. Under Actions, click Transfer Ownership.
2. Enter the email address of the user who will be given the administrator privilege and click Transfer.
3. If the user is already a part of the organization, the ownership will be transferred immediately and the existing administrator rights will be revoked.
4. If the user is not part of the organization, he will receive an email to join the organization. The existing administrator rights will be revoked once the new administrator has joined the organization.
5. If the account credentials are not available, contact desktopcentral-support@manageengine.com with either of the following:
6. A consent email must be sent if the user who has left the organization, still has access to the account for accessing Desktop Central Cloud.
7. A copy of the user's termination or resignation letter, if the user does not have access to this account.

14. One of my organization users is an administrator of another Zoho application. Why am I unable to assign the administrator privileges for Endpoint Central MSP Cloud to the user?

The possible explanation for this could be because the user’s account might be configured as a part of a different organization. This can be resolved by deleting that account from Zoho and inviting the user to the right organization, for which you will have to follow the steps mentioned below:
1. Sign into the application that is used. Delete the organization and remove Desktop Central accounts created by the user in this application.
2. After the account is deleted, sign out of Zoho Accounts, and terminate the browser session.
3. Send an invite to this user from the right organization, and then proceed with assigning administrative privileges.

Note: Upon deleting the organization, all the Zoho services configured with the account will be removed, including the ones used for personal purposes as well. If the user is unsure about the services being used by this account or if the organizations need to be merged, contact Endpoint Central MSP Cloud support (mspcloud-endpointcentral-support@manageengine.com).