General
What is the Pawa IT Customer Portal?
A self-service portal at customer.pawait.com where you can view your account dashboard, manage user licences, and get support, replacing the current process of emailing or calling in for these things.
Why is Pawa IT launching this now?
To give customers faster, more transparent access to their account and support, ahead of consolidating all support into the portal.
Is there a cost to use the portal?
No. The portal is included as part of your existing Google Workspace relationship with Pawa IT.
Getting Started and Access
Do I need to create an account, or is one already set up for me?
You do not need to create an account. All you have to do is log in using your work email at customer.pawait.com and you will be redirected to the customer dashboard for your organisation.
Who in my organisation gets access to the portal?
The named stakeholders we have on file for your account (your executive, finance and technical contacts) already have access to the portal. To check who in your organisation has access and at what level, or to add or remove users, email our Customer Success team at [email protected].
What are the permission levels available for the customer portal?
| Role Name | Description | Scopes |
|---|---|---|
| Root Admin (Global) | Full administrative access, including role management and assignment. | 23 scopes |
| Admin (Global) | Full access to organisation management except role assignments. | 22 scopes |
| Light Admin | Can manage directory and signatures, but no billing or automation access. | 16 scopes |
| GWS licence requester | Can request adding licences. | 1 scope |
| Signature Designer | Standard user access for signature viewing and profile update requests. | 2 scopes |
| User | Standard user access for signature viewing and profile update requests. | 2 scopes |
| Custom Roles | Root admin can create custom access roles depending on users' roles. | Not specified |
What if I have trouble logging in?
If you have trouble logging in, email the Customer Success Team at [email protected].
Using the Portal
What can I actually do in the portal?
Three things it is built around: view a live dashboard of your account, reassign Google Workspace licences yourself instead of emailing your account manager, and log and track support requests directly.
Can I reassign licences myself, or do I still need to email my account manager?
Licence reassignment is one of the portal's core features. You can do this yourself directly in the portal.
Will I still have an account manager/point of contact?
Yes. The portal handles day-to-day self-service, but your account owner relationship continues. They remain your contact for anything beyond what the portal covers.
Is my data secure on the portal?
Yes. You sign in to the portal with your existing Google Workspace account, so your access is protected by the same Google security you already rely on, including 2-Step Verification and suspicious sign-in alerts. Your information is encrypted, and only authorised users from your organisation and the Pawa IT support team can view it.
Support Migration - 19 October 2026
What happens on October 19, 2026?
Customer support moves to the portal. From that date, support requests should be logged and tracked through the portal rather than the existing channels.
Can I still email or call support after October 19th?
We shall phase out all legacy support channels by 31 December 2026.
What happens to open support tickets I already have?
Any support tickets you raised before 19 October 2026 will be handled and closed through our previous channels, either [email protected] or our Freshdesk support page at support.pawait.africa. Please raise any new requests through the customer portal.
Lattice Crest
What is Lattice Crest, and is it required?
Lattice Crest is optional email signature management through the portal. It enables you to deploy organisation-wide email signatures, marketing banners, and regulatory messages through a simple deployment path.
How much does Lattice Crest cost?
KES 150 per user, per month, with a 14-day free trial.
How do I try or sign up for Lattice Crest?
Log in to the customer portal at customer.pawait.com and open the Signature Manager tab on the right. Only your organisation's portal admins can sign up, so contact them if you don't see this option. Lattice Crest comes with a 14-day free trial.
Getting Help
Where can I learn more before and after October 19th?
A live webinar walks through the portal end to end, with a recording available afterward for anyone who cannot attend live. Upon request, you can also receive a walkthrough directly from your account owner. There are also blog posts on pawait.africa/blog/ that give more detailed information on the Pawa IT Customer Portal.
Who do I contact if I have questions not covered here?
Please email our Customer Success team at [email protected] and we'll be happy to help.