Answers for admins, employees, and platform operators.
Use this page to understand setup, plans, employee management, document creation, assignments, acknowledgement tracking, billing, and common troubleshooting steps.
4 questions
Getting Started
Workspace setup, sign up, and first steps.
- What is AcknowledgePoint?
- AcknowledgePoint is a policy creation and acknowledgement platform. Admins can create policies, start from templates, assign documents to employees, set due dates, and track who has acknowledged each document.
- Who should create the workspace?
- The person responsible for company policy administration should create the workspace. This is usually an HR leader, compliance owner, safety manager, operations leader, or business owner.
- What happens after I submit the signup form?
- Your request creates a company workspace request for review. A Platform Admin can convert the request into a registered company, confirm the plan, and make the primary admin account active.
- Do I need a credit card for the Foundation plan?
- No. The Foundation plan is intended for organizations evaluating AcknowledgePoint with 1 administrator, up to 3 active employees including administrators, and up to 3 active documents.
4 questions
Plans, Limits, and Billing
Plan levels, add-ons, invoices, and overages.
- What plans are available?
- AcknowledgePoint offers Foundation, Essentials, Team, Professional, Advanced, Premier, and Enterprise plans. Each plan includes a different number of active employees, administrators, and active documents. Administrators count within the employee allowance, and add-ons are available above the included limits.
- What happens if my company exceeds its plan limits?
- Companies can exceed plan limits. The admin dashboard and billing area are designed to show overages for administrators, employees, and active documents so company admins can understand expected add-on charges before the next invoice.
- Where can a company admin review billing details?
- Company admins can open the Billing section in the Company Admin portal to review company billing information, plan details, invoice expectations, and overage-related charges.
- How are invoice records handled by the Platform Admin?
- Platform Admins manage company invoice records from the Master Admin portal. Invoice numbers are intended to be unique across all companies so they can map cleanly to accounting systems such as QuickBooks.
4 questions
Employees, Departments, and Locations
Managing employees and organizing audiences.
- Do employees sign themselves up?
- No. Employees are added by a company admin. After they are added, they can log in to the employee portal and see only the documents assigned to them.
- Can I bulk upload employees?
- Yes. Company admins can bulk upload employees, then use departments, locations, and added-date filters to find the right audience for document assignments.
- Why should I set up departments and locations?
- Departments and locations make it much easier to assign the right policy to the right group. For example, safety policies can be assigned to warehouse employees, while remote work policies can be assigned to office or remote teams.
- Can I export my employee list?
- Yes. The user export function is intended to help admins download the current employee list, clean or update it externally, and upload revised data back into the system.
4 questions
Documents and Templates
Creating, publishing, and organizing policy content.
- Can I create documents inside AcknowledgePoint?
- Yes. The Documents section includes an in-platform editor so admins can create and format policy content without attaching separate files.
- What is the difference between Draft and Published?
- Draft documents are still being prepared and are not available for assignment. Published documents are approved for use and can be assigned to employees.
- Why do documents have categories?
- Categories help organize documents by policy type, such as HR, Safety, IT Security, Compliance, Operations, and other company-specific areas. Categories also support filtering on dashboards and assignment workflows.
- How do templates work?
- Templates provide starter policy language. An admin can choose a template, copy it into the Documents section, and then edit it to fit the company's exact policy language.
5 questions
Assignments and Acknowledgements
Sending documents, avoiding duplicates, and tracking progress.
- How do I assign a document?
- Open Assignments, select a published document, choose the employee audience, review the selected employees, set a due date if needed, and assign the document.
- Can I assign documents by department or location?
- Yes. Assignments can be filtered by department and location. This helps admins send a policy only to the employees who need it.
- Can I assign documents to new employees only?
- Yes. The user list includes added-date information, and assignments can use employee added-date filters to help admins assign onboarding documents to recently added employees.
- Can an employee receive the same document twice?
- No. The assignment workflow is designed to prevent duplicate assignments for the same employee and document combination.
- What does an employee see?
- Employees see their assigned documents, assigned dates, due dates, and acknowledgement status. They can open the document, review it, and acknowledge it from the employee portal.
5 questions
Reporting, Compliance, and Troubleshooting
Dashboards, audit records, and common issues.
- Where can admins review compliance?
- Company admins can use the dashboard and Ack Details area to review assignment completion, pending acknowledgements, overdue acknowledgements, and document-specific compliance.
- Can I see compliance by document?
- Yes. The dashboard includes document performance information so admins can identify which documents are acknowledged, pending, or overdue.
- What should I check if a document is missing from Assignments?
- Confirm the document is Published. Draft documents should not appear in the assignment selector. Also check that the document category or filters are not narrowing the list unexpectedly.
- What should I check if employees are missing from the audience list?
- Review the selected department, location, search, and added-date filters. Also confirm the employee is active and belongs to the company you are managing.
- Can acknowledgement records be exported?
- Yes. Admins can export acknowledgement history for audits, inspections, legal requests, or internal reviews.
4 questions
Security and Access
Roles, permissions, and data boundaries.
- What can a Platform Admin manage?
- Platform Admins can manage companies, plans, company admins, users, departments, locations, documents, assignments, invoices, billing information, and operational risk signals across the platform.
- What can a Company Admin manage?
- Company Admins manage their own company's employees, departments, locations, categories, templates, documents, assignments, admin accounts, billing details, and acknowledgement reporting.
- What can an Employee access?
- Employees can access only their assigned documents and acknowledgement history. They do not manage company settings, users, billing, or other employees.
- How should companies manage admin access?
- Keep admin access limited to people who need it, review admin accounts regularly, and remove admin users who no longer manage policies or acknowledgements.
Need more help?
Visit the Help Center or contact support.
The Help Center includes workflow guidance for company admins, employees, and platform admins. Support can help with account access, billing questions, and workspace setup.