User License Requests: Informational

Use this guide when requesting new users or deactivating existing users. Providing this information to your Account Manager or Altvia Support upfront helps avoid delays and ensures your request can be completed as quickly as possible. 

Add a New User

What to Include:

• Number of licenses needed
• First name, last name, and email for each user
• Start Date
• Existing user’s name to mirror permissions
  • If none, specify license type (Admin or Standard) and profile

What to Expect:

If licenses are available:

• Setup is typically completed the same day, depending on timing and priority

If licenses are not available:

• A Software Order Form (SOF) is required
• Timing depends on internal approvals and signature
• Once signed, setup is typically completed within 24-48 hours

Licensing Details:

• Licenses are billed for the full month
• Mid-contract additions are prorated for the remaining term
• If a license spans multiple contract periods, billing may appear as separate line items at different price points
• If you purchase Salesforce licenses directly, contact your Salesforce representative while also notifying Altvia to begin the SOF process.

Process Notes:

• Add-on licensing is initiated by your Account Manager and then completed by the Support team

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Swap a License

What to Include:

• Name of the user being deactivated
• All required details from the Add a New User steps
• Whether the new user should mirror permissions to the deactivated user or a different user

Important Notes:

• If the swap involves changing license types (for example, Admin to Standard User or vice versa), we are required to work with Salesforce Support to complete the request
• Salesforce enforces an admin-to-user ratio, so Admin license swaps are not guaranteed
  • If requesting an Admin license swap, include a brief business justification so we can support the request with Salesforce.

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Deactivate a User

What to Include:

• Name and email
• Whether the user has left the firm
• Deactivation date
• Any record assignment needs (Accounts, Contacts, etc.)

Urgent Requests:

If access must be removed immediately:

View Interactive Steps

• Freeze the user in the CRM
  • Setup -> Users -> select user -> click Freeze
• Then notify Support to complete the deactivation

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Best Practices

• Submit requests in advance, especially if new licenses are required
• Notify your Account Manager/Support of all user adds and removals so access and records are properly updated
• Activations and deactivations can be scheduled ahead of time to align with start or end dates
  • Turnaround times are based on Support team business hours. Requests submitted outside of business hours or during holidays will be handled the next business day.
• For urgent removals, freeze the user first, then contact Support
• Share any specific access rules or requirements so we can follow your process (for example, group membership or default access)