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Account Lifecycle Management

5 min read

Handle user onboarding, and deactivation processes with proper documentation. This comprehensive guide covers the complete lifecycle of support user accounts from invitation through deactivation.

Account lifecycle management encompasses the complete journey of support user accounts within the TALON system. This process ensures proper onboarding, maintains security through status management, and handles secure deactivation when users leave the organization.

Access Requirements

Tier 1+ Access Required: Account lifecycle management requires Operational Support (Tier 1) or higher access levels. These operations affect user security and system access, requiring appropriate administrative privileges.

Important Distinction

This guide covers support user accounts for staff who access the TALON Support Dashboard. Member account management follows different processes and is covered in separate documentation.

Account Lifecycle Stages

Complete Account Lifecycle

1. User Invitation

Create new user accounts through the invitation system, collecting required information and setting initial access levels. Send invitation email, set tier level, and configure access scope.

Initial Stage

2. Account Activation

User receives invitation email, sets up password, and completes initial login. System creates full user profile through password creation, profile completion, and initial training.

Setup Phase

3. Active Usage

User actively performs support functions, accesses assigned employer groups, and maintains regular system usage. Includes daily support activities, performance monitoring, and access reviews.

Operational

4. Account Deactivation

Secure removal of access when users leave the organization, including data preservation and audit trail maintenance. Involves access removal, data archival, and exit documentation.

Termination

User Onboarding Process

Pre-Invitation Requirements

Before creating a user account, gather the following information:

Personal Information: Full name, email address
Role Definition: Job title, department, reporting manager
Access Requirements: Support tier level needed for their responsibilities
Scope Limitations: Specific employer groups they will support
Authorization: Manager approval for system access

Tier Limitations

Remember that you can only invite users to tier levels below your own. Tier 1 users can invite Tier 0 users, Tier 2 can invite Tier 0-1 users, and so forth.

Invitation Steps

Navigate to User Management

Access the "Manage Users" section from the main dashboard.

Click "Invite User"

Select the invitation option to begin the user creation process.

Complete Profile Information

Enter name, email, and contact details for the new user.

Select Appropriate Tier

Choose the support level for their role based on their responsibilities.

Submit Invitation

Send the invitation email to complete the initial setup.

Confirm Email Receipt

Verify they received the invitation email and check spam folders if needed.

Provide Setup Support

Offer assistance for initial password setup and account activation.

Configure Access Restrictions

Set up employer group access restrictions based on their role.

Schedule Training

Arrange onboarding training sessions to familiarize them with the system.

Document Creation

Record the user creation in your administrative records.

Account Status Management

User accounts can have different status levels that determine their access and capabilities within the system:

Account Status Types

Active

User has full access to assigned functions and can perform all support activities within their tier level.

Example:

Available Actions: Modify access, change tier (if authorized), add/remove employer groups

Pending Activation

Invitation sent but user hasn't completed initial setup. Account exists but login is not possible.

Example:

Available Actions: Resend invitation, cancel invitation, modify invitation details

Status Change Procedures

When changing account status, follow these procedures:

Document the Reason: Record why the status change is being made
Notify Stakeholders: Inform managers and team members of status changes
Update Access Immediately: Ensure status changes take effect promptly
Maintain Audit Trail: Keep records of who made changes and when

Access Control & Restrictions

Employer Group Restrictions

You can restrict users to specific employer groups for security and operational efficiency:

Select the user from the user management list
Click one or more employer groups to assign
This restricts their access to only those groups
Users can only see members and data from assigned groups

Use Cases for Restrictions

Dedicated support teams for specific clients
External contractors with limited scope
Training environments with restricted access
Compliance requirements for data segregation

Account Deactivation Process

When to Deactivate Accounts

Employment Termination: Employee leaves the organization
Role Changes: User no longer needs system access
Security Violations: Policy breaches requiring access removal
Extended Leave: Long-term absence (convert to suspended first)
System Consolidation: Organizational changes affecting access needs

Deactivation Steps

Receive Deactivation Request

Obtain proper authorization from management or HR for the deactivation.

Document Exit Information

Record reason, date, and authorizing party for the deactivation.

Remove System Access

Change status to inactive immediately to prevent further access.

Archive User Data

Preserve support history and documentation for compliance purposes.

Update Employer Groups

Remove user from all assigned groups to complete the deactivation.

Generate Exit Report

Create summary of user's activities for records.

Notify Stakeholders

Inform relevant teams of deactivation to ensure smooth transition.

Data Retention

Always preserve user activity logs and support documentation for compliance and audit purposes. Follow your organization's data retention policies when archiving deactivated accounts.

Documentation Requirements

Proper documentation is critical throughout the account lifecycle. Different stages require specific documentation to maintain compliance and operational records:

Best Practices

Security Best Practices

Principle of Least Privilege: Grant minimum access required for job functions
Regular Access Reviews: Quarterly audits of user permissions and activity
Immediate Deactivation: Remove access promptly when no longer needed
Strong Documentation: Maintain detailed records of all account actions

Operational Best Practices

Standardized Onboarding: Use consistent processes for all new users
Clear Role Definitions: Ensure users understand their responsibilities
Regular Training: Keep users updated on system changes and policies
Proactive Monitoring: Watch for inactive accounts and unusual activity

User Invitation Guide User Administration User Roles & Permissions