Most of the actions  required for client support can be fulfilled through the admin panel, using your working email. 

The only necessity to get access to the actual Client data with all PI information, i.e. to invite yourself to the client’s Circle, is: 

• Using the specific Raw export for data analysis 

  • Full Raw Export from the admin panel doesn’t contain any client’s PI data that’s why you need to export the report from the client’s circle on the investigator's portal to see any personal patient information. Any other information you can get from the report in the admin panel. 

• Providing support in patient onboarding and survey completion

  • For this specific purpose you would need direct access to client accounts (either as a Service provider or as a Team member) 

Depending on the items you need to assist, account managers can invite themselves in the client’s Circle in the following roles: 

• Team member 

• Service Provider 

• Circle member  

Team Member 

If you need to help the investigator in their day-to-day inCytes™ activities (patient onboarding and/or survey completion), you should invite yourself as a team member.  

Use your “working email address +1” or any other email address different from your working email to invite yourself to a Client’s Circle, e.g., tomparker+1@rgnmed.com or tomparker@gmail.com, since the system will not allow you to register on the Investigator’s portal with your admin email @rgnmed.com. 

Team Members have full read/write access to their Investigator’s account, including their sensitive Case and Patient lists. All Team Member activities are performed under the brand, control and ownership of the parental Investigator. A team member can only belong to one Investigator. 

Team member seat will cost an extra $35 for the client. 

See what activities are available for a team member. 

Service Provider 

Service Providers are third parties who have limited read/write access to certain parts of an Investigator’s  Protocol. 

A free seat for the client. 

Learn about different levels of access for Service Providers. 

Circle Member 

Circle Member access is sometime used for creating test cases and building reports in the Report Builder.  

Please read the following tips carefully to make the Client support process smooth and avoid problems and extra charges for our clients. 

1. Use the admin panel to get the raw data exports for the clients or make any changes for a Client’s Circle. 

2. You can use the shared Demo accounts to run the presentations and onboarding sessions. 

3. You can use any clinical accounts you register in inCytes under the RegenMed demo funder (you can always ask our Technical Support Team to help set up an account for you). 

4. The only access-type we take under control is when you need to join a client’s account as a Team member or get access to all clients' Cases and Tasks as a Service Provider. In this case, we have to follow the internal policy for Access Prod Account Policy. The policy strictly asks us to

• Make sure we have the signed Service agreement which we can find in Hubspot for the client 
• We control RegenMed access to these accounts as some of them may require an additional $35 monthly charge for the clients.