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How to Create a New Customer and Facility in UptimeController

Learn how to create a new customer and facility in UptimeController, including required customer information and the steps needed to add facilities.

 Step 1: Create a New Customer
  1. Log in to your UptimeController Technician Account.
  2. From the left-hand navigation menu, select My Customers.
  3. Select Customers.
  4. Click + Add New Customer.

Required Customer Information

Enter the following information:

  • Customer Name – Enter the customer's or organization's name.
  • Email Address – A valid email address is required. Make sure the email is entered in the correct format (example: name@company.com).
  • Phone Number – Enter a valid phone number for the customer.

Once all required information has been entered and validated, click Create.

Important: Creating the customer is only the first step. You must also create a Facility before you can submit a service request for that customer.

Step 2: Locate the New Customer

After creating the customer:

  1. Return to My Customers → Customers.
  2. Use the Search bar to locate the customer you just created.
  3. Find the customer's record in the customer list.
  4. Click the three stacked dots (⋮) on the far right side of the customer's record.

Step 3: Add a Facility

From the customer options menu:

  1. Select Add Facility.
  2. Enter all required facility information.

The facility should represent the physical location where equipment is located and/or service will be performed.

Complete the facility information and select Create/Save.

Why is a Facility Required?

UptimeController uses the facility to identify the specific service location associated with the customer.

A single customer may have multiple facilities, so each physical location should be added separately under the same customer record.


Troubleshooting

If you successfully created a customer but cannot create a service request for them, first confirm that a Facility has been added under the customer record.

If the Create button is unavailable while creating a customer, verify that the Customer Name, Email Address, and Phone Number have been entered correctly. In particular, make sure the email address is recognized as a valid email format.