The Idera Server Backup Support Process and Customer Support Portal

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

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

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You may *view cases* by using one of the three "View(s)" available.
* *My R1 Open Cases* view - Allows you to view the cases that are currently categorized as open.
* *Other views* \- Allow you to view cases categorized as closed or recently viewed.

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

{info:title=Tip}Cases shown in the "Closed" view may be reopened by clicking the case link and adding a new comment to the case.
{info}

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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.

1. *Type* (Required)

* *Tech Support* \- Choose this option if you have purchased CDP and need to report a technical issue.
* *Trial and Deployment* \- Choose this option if you have not purchased CDP and need to report a technical issue.
* *Restore Emergency* \- Choose this option if you have need to report a failed restore that requires immediate attention.
* *Licensing and Billing* \- Choose this option if you need to request assistance with a license or billing issue.

2. *Status* (Automatic)
* *Open* \- The default value that is assigned when a case is first opened and is automatically selected by the portal.
* *R1 Soft Investigating* \- Indicates that the Technical Support Engineer or Development has the next action item. The case will automatically change to this status after you add a comment to the case.
* *Reopened* \- Indicates that the case was closed, but is currently open and active.

* *1 - System Down Emergency* \- Choose this option if the product is entirely non-functional and immediate assistance is required.
* *2 - Critical* \- Choose this option if a major feature is non-functional.
* *3 - High* \- Choose this option if a feature is non-functional and impacts many users.
* *4 - Medium* (default) - Choose this option for full or intermittent failures impacting a moderate number of users.
* *5 - Feature Request* \- Choose this option to submit a feature request.
* *6 - Escalated* \- The Technical Support Engineer will choose this option when escalating the case to Development.

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

{info:title=Tip}You do not need to adjust this option.{info}

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.

{info:title=Tip}You do not need to adjust this option.{info}

6. *Product & Version* (Required)

* Choose the *product* and *major version* for the issue you are reporting.
* Choose the *minor version* for the issue you are reporting.

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)

* Enter a *description* of the issue you are reporting. This should include a description of the behavior of the product, when the issue occurs and how long the behavior has been experienced.

{info}

h3. Case Comments

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h3. Case Comment Edit

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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.

h3. Close Case

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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.