I don't feel they did a great job of actually documenting this.
For #2 you are correct, the client needs to create an account then add you as a "Support Provider" under the Settings -> Support Providers tab. You would need to provide them the XIO account number for your companies account that you get by following the XIO cloud link on the crestron home page. I believe this account is auto created for your company.
For #1 I would go through the same process to have them create the account then let their trial run out.
