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h2. Getting Support

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

Quick Links:
[Downloading Data for Technical Support|http://wiki.r1soft.com/x/zMZSAQ]
[Portal Registration|http://www.idera.com/support/RegisterCustomerSbu.aspx] Registration|https://www.r1soft.com/support-registration]
[Idera [R1Soft Server Backup Customer Support Portal|http://support.r1soft.com]
[Documentation|http://wiki.r1soft.com]
[Release Notes|http://wiki.r1soft.com/x/0cZSAQ]
[Live Chat|http://secure.livechatinc.com/licence/1214171/open_chat.cgi?groups=0] Chat|http://secure.livechatinc.com/licence/4867981/open_chat.cgi?groups=0]
[License Management|https://dist.r1soft.com/s/?action=R1CustomerLogin]




h3. Idera R1Soft Server Backup Support includes:

* [Technical Support|http://support.r1soft.com] is available 24 hours a day, 7 days per week. Response times are based on severity of the case.
* Live Chat Tech Support at [http://www.idera.com] [http://r1soft.com] (Click on LIVE CHAT NOW at the top bottom of the page) 8AM - 6PM CST/CDT (GMT-6) Monday - Friday
* Access to the latest product release [downloads|https://dist.r1soft.com/download/].

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.
** * *Restore Emergency* = A critical restore is unsuccessful, but the hardware/software is properly configured and the user has previously had success with the same type of restore in the past.
1. Set 'Type' to Restore Emergency
2. Set 'Priority' to Critical
3. Set 'Severity' to Critical
** * *System Down Emergency* = The product will not run, none of its features can be utilized
1. Set 'Type' to Tech Support
2. Set 'Priority' to System Down Emergency
h3. 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|http://www.idera.com/support/RegisterCustomerSbu.aspx]. [here|http://www.r1soft.com/support-registration]. 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 [mailto:renewals@idera.com]. [renewals@r1soft.com|mailto:renewals@r1soft.com].

h3. Log In
* Change your profile information
* Log out of the portal
* View messages or alerts from Idera R1Soft Server Backup Technical Support Staff
* Create a new case
* View your recent cases
* *Escalated* \- Indicates that the case is currently being reviewed by Development. *NOTE* When you add a comment to your case, the portal will automatically change the status from 'Escalated' to 'R1 Soft Investigating' in order to alert the support engineer that a comment was added. Development may not be able to review the case while it is in an investigating status.
* *Reopened* \- Indicates that the case was closed, but is currently open and active.
* *Waiting for Customer* \- Indicates that the customer has the next action item.
* *5-day Follow up* \- Indicates that the case has been in the "Waiting for Customer" stage for longer than 3 days and will be closed within 5 days from the time the Status changed.
* *Awaiting Product Fix* \- Indicates that Idera R1Soft Server Backup Support will notify the customer once a fixed version is released (this may also indicate that a feature request has been submitted to Development).

3. *Priority* (Required)
* *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 and impacts many users.
* *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.
13. *Submit, Submit & Add Attachment, Cancel*

* Choose one of these buttons to submit the case to Idera R1Soft Server Backup Technical Support, add an attachment after submitting or cancel the request without saving the information already entered.

{info:title=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.
{info}

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.

{info:title=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 Idera 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.
{info}

!CaseCommentEdit.jpg|width=800!\\

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

* *Status* (Required)
** *Resolved* \- Choose this status when the issue has been resolved using a solution or assistance provided by Idera R1Soft Server Backup Technical Support.
** *Closed* \- Choose this status when you no longer wish to troubleshoot the error.
{info:title=Note}You may re-open a case at any time. For more information, refer to the "Cases Tab" heading located in the beginning of this document.{info}


{info:title=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.
{info}

Idera 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.

{excerpt:hidden=true}The description of the Idera R1Soft Server Backup Customer Support Portal.{excerpt}