compared with
Version 27 by Ben Thomas
on Jun 02, 2015 11:31.

This line was removed.
This word was removed. This word was added.
This line was added.

Changes (6)

View Page History
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|]. 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 []. [|].

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
* *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)
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.
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 ** to your email spam filter's "allowed" list.

* *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}