The R1Soft Server Backup Support Process and Customer Support Portal

Getting Support

Getting support is easy at R1Soft. We are here to ensure you get the most out of your Server Backup software.

Quick Links:
Downloading Data for Technical Support
Portal Registration
R1Soft Server Backup Customer Support Portal
Documentation
Release Notes
Live Chat
License Management

R1Soft Server Backup Support includes:

If you have a System Down or Restore Emergency please make sure to set the case priority accordingly so it is treated with the correct priority by our teams.

NOTE: Technical Support may make adjustments to Type, Priority and Severity based on the type of issue described in the support case or its current status.

Creating a Support Portal Login

If you do not already have a login for the technical support portal, you may complete the registration form here. A login account and password will be emailed once your current support maintenance plan has been confirmed. To get a status on your support plan, please email renewals@r1soft.com.

Log In

Browse to http://support.r1soft.com/ and use the Log In ID and Password that you received via email.

If you have forgotten your password, simply click on the "Forgot your password?" link in the Login dialog, enter your login ID (typically your email address) and a new password will be emailed to you within a few moments.

Home Tab

Once you successfully log in to the portal, your browser will take you directly to your "Home" tab where you may:

Note
You may select from any of the available tabs at the top of the page to jump to a specific task: Cases, Product Wiki, Forums.

Cases Tab

You may view cases by using one of the three "View(s)" available.

Once you have selected the desired view from the drop down menu, click the "Go!" button. The Portal will display the cases according to the view chosen. To view one of the cases, simply click the "Case Number" or "Subject" link.

Tip
Cases shown in the "Closed" view may be reopened by clicking the case link and adding a new comment to the case.

You may also create a new case from the "Cases" tab by clicking the "Create New Case" button.

Opening a new Case & Case Edit

After you have clicked the "Create New Case" button, the portal will display the screen shown above. Some fields are automatically populated for you. Required fields have a vertical red bar next to them. You must make a selection from the drop down menus in these fields. Required fields that do not have a drop down menu are free form text entry.

Tip
You do not need to adjust the (Automatic) options below.

1. Type (Required)

2. Status (Automatic)

3. Priority (Required)

4. Case Origin (Automatic) - Defaults to Web and is only used for statistical purposes.

5. Case Owner (Automatic) - Indicates the Technical Support Engineer assigned to the case. While opening the case, the system will default the value to your user name. Once the case is submitted, the system will automatically assign the case to the technical support group with further assignments being made to a Technical Support Engineer.

6. Product & Version (Required)

7. Component (Required)

Choose from Server, Agent or Both to indicate which component is affected by the issue you are reporting.

8. Build (Optional)

Enter the build of the product being used. Found in the product version as x.x.[build].

9. OS and Version & Kernel Version (Optional)

Enter the Operating System, Version and Service Pack applied if applicable.

10. Subject (Required)

Enter the product error associated with the issue being reported or a brief description.

11. Environment (Optional)

Enter any helpful information about the environment or configuration pertaining to the product.

12. Description (Required)

13. Submit, Submit & Add Attachment, Cancel

Note
Case attachments are limited to 5 MB per file and 10 MB total, per case. For larger attachments, please click on the "Attachments" tab and complete the form to upload your attachments. It is very important to enter your case number into the form so that there is no delay in processing your attachments.

Case Comments

As shown above, the "Case Comments" section displays correspondence between you and the Technical Support Engineer. You may add new comments by clicking the "Add Comment" button. You do not need to click the "Edit" button at the top of the page in order to add comments. You may also add new attachments by clicking the "Attach file" button or by using the "Attachments" tab at the top of the page. The following shows how to edit/add a comment after clicking the "Add Comment" button.

Note
The Customer Support Portal will send you an automated email to notify you when comments or other changes have been made to your case by the R1Soft Server Backup Technical Support Team. If you are relying on emails for case update notification, please, add support-inbound@r1soft.com to your email spam filter's "allowed" list.

Case Comment Edit


As shown above, you may enter free text comments after you have clicked the "Add Comment" button. Once you have entered your comment, click "Save." Click "Cancel" to discard your comments from this screen.

Close Case

Once you determine that the issue has been resolved, you may close the case by clicking the "Close Case" button in the "Case Detail" screen. After clicking the "Close Case" button, you will see the screen shown above.

Note
All notification emails generated by the Customer Support Portal will be sent from the email address support-inbound@r1soft.com. Replies to notification emails are not monitored when sent to support-inbound@r1soft.com. To reply, please, login at http://support.r1soft.com and update your case with a new comment.

R1Soft Server Backup Technical Support will continue to make refinements to the Customer Support Portal. Any new features or changes will be added to this document to keep you informed.