Access Client Portal
AlignCORE Onboarding Hub
Welcome! 🎉
You're officially on your way to a smoother, more secure, "it just works" IT experience. Congratulations on taking this important step toward transforming your technology infrastructure.
This page is a self-guided onboarding tour—expertly designed to keep things simple, transparent, and stress-free from day one. You'll see exactly what's coming next, understand what we'll need from you along the way, and learn how to share information with us securely and efficiently.
Prefer a human-guided version? Totally fine. We're genuinely happy to work with you live over the phone, through email exchanges, or via video call—whatever communication style you're most comfortable with. Your success is our priority, and we'll meet you where you are.
First: Log Into Your Client Portal
Your Client Portal is mission control for everything IT-related. This is your centralized hub where you'll manage your entire technology experience with us, stay informed about ongoing initiatives, and access the resources you need whenever you need them.
What You Can Do in the Portal
  • Submit support requests and track tickets in real-time
  • Access your personalized Client Manual and searchable knowledge articles
  • View detailed reporting on service delivery, response times, and system health
  • Track planning initiatives and project milestones over time
  • Review documentation, policies, and best practice guidance
  • Communicate securely with your dedicated support team
The portal is designed to be intuitive and accessible 24/7, giving you complete visibility into your IT environment and our partnership.

Quick Access Information
Helpdesk Email: ops@aln.support
Phone: +1 (800) 767-4675
Global Access: We can provide a local direct dial number (DID) for your specific region—simply ask your Account Manager and we'll arrange it promptly.
What Onboarding Looks Like
We've refined our onboarding process over years of experience to ensure a smooth, predictable transition. Our approach is methodical yet flexible, designed to minimize disruption while maximizing the value you receive from day one.
Connect
Establish access, deploy monitoring tools, and gain comprehensive visibility into your environment
Assess
Complete inventory discovery, conduct configuration reviews, and identify key priorities
Stabilize
Implement baseline security controls, activate monitoring systems, and standardize configurations
Optimize
Drive continuous improvements, strategic planning, and proactive enhancement initiatives
This structured approach maps directly to a proven onboarding workflow: kickoff meeting → comprehensive assessment → tooling deployment → documentation collection → baseline configuration → go-live validation → establishment of ongoing service cadence.
This website serves as your interactive guided tour through the process. Your formal documentation—including the Master Services Agreement (MSA), Services Guide, and Quote/Statement of Work—defines the complete legal and technical details of our partnership.
Step 1: Choose Your VIP Users
Authority & Approval Framework
To keep your environment secure and prevent accidental or unauthorized access changes, we implement strict authority controls that protect your organization while maintaining operational efficiency.
What is a VIP User?
A VIP User is your organization's designated authorized approver and highest-privilege portal contact. Think of VIP Users as the gatekeepers who ensure that critical changes receive proper oversight before implementation.
VIP Users are the only people who can:
  • Approve access changes and other "authority-impacting" requests
  • Submit employee onboarding and offboarding requests
  • Approve Moves / Adds / Changes (MAC)
  • Authorize purchases and approve new vendor relationships
  • Grant elevated permissions or administrative rights

Understanding MAC Requests
Moves/Adds/Changes (MAC) are requests that modify access, permissions, or shared resources in your environment.
Common examples include:
  • Granting access to shared mailboxes or distribution lists
  • Changing group membership or application access
  • Approving admin rights or elevated permissions
  • Adding access to shared drives, collaborative tools, or sensitive data repositories
Non-VIP users can still report issues and submit standard support requests without any restrictions. However, if a request changes access, authority, or impacts security posture, we'll require VIP confirmation before proceeding. This ensures accountability and protects your organization from unauthorized changes.
How VIP confirmations work: When VIP approval is needed, we'll request authorization through your preferred communication channel—typically email, secure messaging, or direct phone confirmation. Once you've confirmed, we proceed immediately and close the communication loop with documentation.
Step 2: Complete the Onboarding Form
Flexible, Progressive Information Gathering
Inside your Client Portal, you'll find our comprehensive master onboarding form. This intelligent form is designed to collect the essential information we need to serve you effectively, but we've built in flexibility because we understand that gathering everything takes time.
Good news: You don't need everything perfect on the first pass. You can submit the form multiple times as you gather items and information becomes available. Each submission helps us move forward progressively, and we'll work with whatever you can provide initially while you collect the remaining pieces.
User Roster Template
Download and complete our Excel template with employee contacts, designated approvers, and your complete user list
Document Uploads
Secure upload prompts for key documents including vendor agreements, network documentation, and configuration details
Environment Basics
High-level information about your current IT setup—if needed, we may provide a separate detailed worksheet for complex environments
The form uses smart logic to guide you through the process step-by-step, ensuring you don't miss critical information while avoiding overwhelming you with unnecessary questions. Your responses help us customize our approach to your specific needs and environment.
Step 3: Start Gathering What We'll Need
Your Onboarding Checklist
Below is a practical "Start Here" checklist you can begin collecting right now. These items will be uploaded through the onboarding workflow in the portal. Don't worry if you can't locate everything immediately—we'll work with what you have and help you identify gaps along the way.
Start Here - Critical Foundations
  • Completed User Roster Template (download link is inside the onboarding form)
  • VIP Users and escalation contacts clearly identified in the roster
  • ISP (Internet Service Provider) information—recent invoice or service summary preferred
  • Phone/telecom bill(s) if your organization maintains voice services
  • List of key IT vendors and SaaS applications, including any vendor contacts you currently work with
Helpful Next - Enhanced Visibility
  • Network access details including firewall admin credentials, VPN information, and any existing network documentation or notes
  • DNS and domain registrar information—where domains live today and who currently manages them
  • Backup platform information: what solution you use, where it runs, and who manages the backup infrastructure
  • Cyber insurance contact and policy details if your organization carries coverage
  • Any network diagrams, system documentation, or informal notes you already have—even hand-drawn diagrams are valuable
If Applicable - Complete Picture
  • Copies of SaaS invoices for services like cloud storage, creative suites, collaboration platforms, or specialized software—this helps us validate licensing, optimize pricing, and understand requirements
  • Copies of existing contracts related to IT-managed services, maintenance agreements, or vendor relationships
  • Documentation of any compliance requirements specific to your industry

Domain Management Approach
We can manage your domains within our enterprise registrar platform while you retain full ownership. This provides enhanced security, centralized management, and professional DNS infrastructure.
If you prefer not to transfer domains, we can arrange alternative DNS management approaches that still provide the protection and control you need. Your Account Manager will walk you through the options and recommend the best fit for your situation.
Step 4: Share Sensitive Information Securely
Critical Security Protocol
⚠️ IMPORTANT: Please do not send credentials, passwords, or other sensitive information through standard email or in ticket comments. These channels are not sufficiently secure for handling confidential data.
Your security is our top priority, and we've implemented enterprise-grade secure exchange methods specifically designed for handling sensitive information.
How to Share Securely
Simply request a secure encrypted exchange from your Account Manager. We'll promptly provide a secure transmission method appropriate to what you're sharing—whether that's credentials, confidential documents, or structured sensitive data.
For Credentials
Encrypted password vaults with time-limited access and audit trails
For Documents
Secure file transfer portals with encryption at rest and in transit
For Structured Data
Protected forms with field-level encryption and access controls
Password Handling: What to Expect
Administrative credentials are handled with rigorous operational controls designed to protect your organization. This includes systematic password rotation practices, principle of least privilege access, and comprehensive audit logging of all credential usage.
We intentionally keep the detailed mechanics of our security operations out of public-facing materials to maintain security through appropriate confidentiality. Your onboarding team will walk you through our specific protocols during your kickoff meeting, and you'll receive documentation appropriate for your security compliance requirements.
Our approach balances transparency with security best practices—you'll have full visibility into our security posture while we protect operational details that could be exploited if publicly disclosed.
Step 5: Identity & MFA Expectations
Simple, Strong Protection
To protect your organization from the most common security threats—including credential theft, phishing attacks, and unauthorized access—we require strong multi-factor authentication (MFA) for all users in your environment.
Multi-factor authentication dramatically reduces the risk of account compromise by requiring users to verify their identity through multiple independent factors. Even if a password is compromised through phishing or a data breach, MFA prevents unauthorized access.
Authentication Methods
We support industry-standard authenticator apps, hardware tokens, and mobile verification methods that balance security with user convenience
Identity Verification
Password resets and access changes require identity verification using approved methods based on information on file—typically mobile verification or strong authenticator prompts
Accurate User Data
The more accurate your user roster is—including current mobile numbers, roles, reporting managers, and locations—the smoother verification and support processes will be
Pro Tip: During onboarding, ensure your user roster includes accurate, up-to-date mobile phone numbers for all employees. This single step prevents the majority of identity verification delays and ensures employees can recover access quickly when needed.
We'll guide you through the MFA enrollment process and provide end-user documentation to make the transition as smooth as possible. Most users adapt to MFA within days and quickly appreciate the enhanced security it provides.
Step 6: Install the Device Agent
One-Time Setup Per Device
To deliver proactive monitoring, automated patching, and responsive support, we'll provide a one-click installer link that you (or your employees) run once on each managed device in your environment.
This is typically a one-time action per device that takes just minutes to complete. The installer is lightweight, non-disruptive, and designed to deploy quickly without requiring technical expertise.
What the Agent Enables
  • Comprehensive visibility and automated inventory of hardware, software, and configurations across your entire environment
  • Proactive monitoring that detects issues before they impact users, including disk space alerts, performance degradation, and security events
  • Automated patching workflows that keep systems secure and up-to-date without manual intervention
  • Remote support tooling that allows our team to resolve issues quickly, often without requiring user intervention
  • Security baseline enforcement including antivirus, firewall status, and encryption validation

Deployment Approaches
Most clients choose one of two approaches:
IT-Led: A designated Point-of-Contact runs the installer on all devices during a coordinated deployment window
User-Led: Employees receive the installer link via email with simple instructions and click to install on their own devices
We're flexible and can accommodate either approach, or a hybrid model that fits your organization's workflow and culture.
The agent runs quietly in the background, using minimal system resources while providing maximum visibility and protection. It's compatible with Windows, macOS, and major Linux distributions, and we'll help you determine which devices should be managed based on your service agreement.
How to Get Help
Fast, Trackable, Professional Support
We use centralized ticketing to ensure every request is properly tracked, routed to the right specialist, fully documented, and auditable. This approach protects both you and us, prevents requests from being lost or forgotten, and creates a valuable service history over time.
Client Portal
Submit tickets, track status, access documentation, and communicate securely
Email Support
Automatically converts to tracked tickets with email thread integration
Phone Support
+1 (800) 767-4675
Direct access to support team with automatic ticket creation and documentation
Messaging Tools
Supported via official integrations
Ask your Account Manager about connecting your preferred platform
Please Avoid Sideband Requests
To keep requests from being lost, ensure proper accountability, and protect your organization, we don't rely on personal text messages, informal direct messages, or "drive-by" verbal requests for service work. Every request needs to flow through official channels to ensure it's properly tracked, prioritized, and completed.
We understand the temptation to send a quick text or mention something in passing, but these informal requests often get lost in the shuffle of daily communications. Using official channels ensures nothing falls through the cracks.
Quick Ticket Tips for Fast Resolution
  1. One issue per ticket - This allows us to route, prioritize, and resolve each issue independently without creating confusion
  1. Include affected users or systems - Tell us who or what is impacted and exactly what symptoms you're seeing
  1. Provide context - When did it start? Has anything changed recently? Have you tried any troubleshooting steps?
  1. Respond promptly - If we need more information, the ticket may go Pending Client status until you reply

Ticket Lifecycle
Tickets may be closed if we can't reach you after multiple contact attempts—this prevents old stale requests from cluttering your queue.
Closed tickets can always be reopened if the issue resurfaces or if you later provide the requested information.
For major outages or emergency situations, we may require a phone call rather than relying solely on electronic submission to ensure immediate engagement.
Security Awareness Training
What Your Team Should Expect
All employees who are onboarded into your environment will be automatically enrolled in our comprehensive security awareness training program. This industry-leading program is designed to transform your team into your strongest line of defense against cyber threats.
Security incidents increasingly target people rather than technology. Phishing attacks, social engineering, and credential theft rely on tricking users into making mistakes. Our training program addresses this human element by building security awareness into your organizational culture.
Automated Enrollment
Users receive a friendly welcome message introducing the program and explaining why security awareness matters. The initial email provides access credentials and outlines what to expect.
Ongoing Training Modules
Regular, bite-sized training modules delivered throughout the year cover topics like password security, phishing recognition, data protection, social engineering tactics, and safe browsing practices. Content is engaging, relevant, and respects employees' time.
Simulated Phishing
Periodic simulated phishing campaigns test users' ability to recognize sophisticated attacks. These are interactive and educational—designed as positive reinforcement learning experiences, not punitive "gotcha" exercises. When someone clicks a simulated phishing link, they immediately receive helpful education about what to look for next time.
Policy Guidance
We provide baseline security policy templates and guidance as a starting point for your organization. These high-level policies are provided as-is and can be customized to reflect your specific requirements and risk tolerance.
Your organization is strongly encouraged to adopt and actively support employee participation in the program. Leadership endorsement significantly increases engagement and reinforces that security is everyone's responsibility.
If you require fully customized policy development, in-depth security advisory services, or specialized compliance consulting, your Account Manager can discuss the appropriate add-on service options available.
Planning & Continuous Improvement
The Planner: Your Technology Roadmap
Inside your Client Portal, you'll discover the Planner—a powerful communication and project management view that provides complete transparency into your technology initiatives and continuous improvement efforts.
The Planner is more than just a to-do list. It's your live window into the intersection of technology and business objectives, helping you understand what we're working on, why it matters, and how it aligns with your organizational goals.
What You'll Track in the Planner
  • IT improvements we identify during monitoring, assessments, and routine service delivery—including performance optimizations, security enhancements, and efficiency opportunities
  • Business objectives that involve technology—like office expansions, new software implementations, compliance initiatives, or digital transformation projects
  • The status of ongoing efforts—see what's in planning, what's in progress, what's blocked (and why), and what's recently completed
  • Resource allocation and timelines so you can understand dependencies and plan accordingly
The Planner stays synchronized with our internal service delivery system in real-time, which means the information you see is always current and accurate. No more wondering "What happened with that project we discussed?" or "Where do we stand on that security initiative?"—the Planner provides instant visibility.
Proactive Recommendations
We continuously identify opportunities to improve your environment and present them in the Planner with clear business justification
Strategic Alignment
Technology initiatives are explicitly connected to business outcomes, ensuring IT investments drive real organizational value
Predictable Execution
Clear timelines, milestones, and dependencies help you plan around technology changes and understand what's coming next
This transparency transforms IT from a "black box" into a strategic partnership where you have complete visibility into how technology supports your business objectives. The Planner becomes your central source of truth for all technology initiatives—past, present, and future.
What Happens Next
Your Path Forward
You've reached the end of this onboarding guide, but you're really at the beginning of an exciting partnership. We're committed to making your technology experience smooth, secure, and genuinely helpful from day one.
Access Your Portal
Log into the Client Portal at https://aln.support using the credentials provided by your Account Manager
Submit the Onboarding Form
Complete and submit the master onboarding form—even if you don't have every piece of information yet. We'll work with what you provide and guide you on filling in the gaps.
Arrange Secure Exchange
Request a secure exchange method from your Account Manager for any sensitive information like credentials, confidential documents, or protected data
Join the Kickoff Meeting
We'll schedule your kickoff meeting and guide you through the rest of the process—fast, friendly, organized, and transparent every step of the way
Remember, we're here to make this easy. If you have questions, need clarification, or want to discuss any aspect of the onboarding process, don't hesitate to reach out to your Account Manager. We're genuinely excited to partner with you and look forward to delivering the "it just works" IT experience you deserve.
Welcome to the AlignCORE family. Let's build something great together.