Two related setup areas for anyone running PulseServe across multiple client accounts, or relying on outside vendors for support: Customers and Vendors, each its own page.
Customers
A Customer record represents an account with its own service tier — Premium, Standard, or Basic. Click + New Customer, give it a name, tier, and description. Once created, assign individual users to it from Admin → Users & Roles, and build SLA policies scoped to a specific tier so, for example, Premium customers get tighter response targets than Standard ones.
Vendors
A Vendor record is for external support providers — the OEMs and contractors your L5 tier assigns tickets to (see Personas & Access Tiers). Beyond the basic record, a vendor also carries its own SLA definitions, breach tracking, and a scorecard summarizing how they've performed over time.
Example
A storage vendor is set up with its own SLA — 4-hour response for critical hardware tickets. When a SAN controller fails and the ticket is assigned to that vendor's L5 group, the vendor SLA (not the internal one) governs the clock, and a breach shows up against that vendor's own scorecard rather than the internal team's.