The R1Soft Server Backup Support Process and Customer Support Portal

We are excited to announce an upgrade to our R1Soft Customer Portal\! Beginning Wednesday evening at 10:00 PM CDT, September 21, 2011, the R1Soft Customer Portal has a new face. In a continuing effort to improve the R1Soft customer support experience, we have invested in a new Customer Support Portal that will help you find the information you are looking for, open and manage cases, access the R1Soft Wiki and the R1Soft Community Forum all from one web page.

h3. Portal Change Events

1. On Wednesday, September 21 from 9:00 PM to 10:00 PM CDT, the Customer Portal was offline in preparation for the new Portal.

2. At 10:00 PM CDT you may use your new credentials to log in to the new R1Soft Customer Support Portal at [http://support.r1soft.com/] or reset your password as explained below.

3. On September 12th and 13th 2011, customers received emails with new login IDs and passwords for the new portal. The emails were sent from *support-inbound@r1soft.com*. In most cases, the email address associated with the login ID for the old portal will become the login ID for the new portal. If you did not receive a new login ID, you may be able to simply reset the password on the new account as long as the new login ID matches the aforementioned email address. On the Customer Portal login page, click on the "Forgot your password?" link and enter the email address. (See example in the "Log In" section below) If the email address matches your new portal login ID, the portal system will send an email to that address with a new password.

4. Before September 21st, the URL will continue to work with the current Support Portal and you will continue to use your previous Login ID. The great news is that all of your existing and previous cases will still be available in the new portal.


{info:title=Note}Unfortunately, IDs and passwords that were in use before September 21, 2011 *will not* provide access to the new Portal.
* If you are a new customer, you may register at [http://support.r1soft.com/].

* If you successfully login to the new portal, but do not see your previous cases, don't be alarmed. All previous cases still exist in the old portal. However, there were some instances when the migration process could not find a match for the old portal account in the new portal database. When that occurred, the process failed to migrate the cases. If your new portal account is missing previous cases, please open a new case and let us know. We will port your previous cases to the new portal within a few days.
{info}

The following instructions will help familiarize you with the new portal, although most of the case fields have remained the same so don't worry about having to learn an entirely new process or new terms.

h3. Log In

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

!PortalLogin.gif!

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.

{info:title=Note} Unfortunately, all IDs and passwords that were in use before September 21st, 2011 are no longer valid. If you are an existing customer and did not receive your new Log In and Password via email OR you are a new customer, you may register at [http://support.r1soft.com/].
{info}

h3. Home Tab

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

* Change your profile information
* Log out of the portal
* View messages or alerts from R1 Technical Support Staff
* Create a new case
* View top solutions selected by the R1 Technical Support Staff

h3. Cases Tab

!CasesTabFinal.JPG|width=800!

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}

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

{info:title=Note}As a requirement of the portal upgrade process, all cases were re-numbered. However, the old case number (ex. SUPPORT-######) has been added to the subject line for reference purposes. We apologize for any inconvenience this may present.
{info}

h3. Opening a new Case & Case Edit

!CaseEdit_OpenFinal.JPG|width=800!

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.
* *Waiting for Customer* \- Indicates that the customer has the next action item.
* *Inactive* *\- Pending Closure* \- Indicates that the case has been in the "Waiting for Customer" stage for longer than 7 days and will be closed within 3 days.
* *Awaiting Product Fix* \- Indicates that R1 Soft Support will notify the customer once a fixed version is released (this may also indicate that a feature request has been submitted to Development).
* *Frozen* \- Indicates the case is neither closed nor active for either R1 Soft Support or the customer.

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.
* *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.

13. *Submit, Submit & Add Attachment, Cancel*

* Choose one of these buttons to submit the case to R1 Soft 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}

h3. Case Comments

!CaseCommentsFinal.JPG|width=800!

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 R1Soft 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}

h3. Case Comment Edit

!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

!Close CaseFinal.JPG|width=800!

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.

* *Status* (Required)
** *Resolved* \- Choose this status when the issue has been resolved using a solution or assistance provided by R1Soft 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}
** *Frozen* \- Choose this status when the issue may take some time to reproduce or you would like to return to troubleshooting this case at a later time.
** *Deferred to Product Management* \- Although this status is available to choose when you close a case, it is more likely that the status would be set by R1Soft Technical Support on feature request cases.

{info:title=Note}All notification emails generated by the R1Soft 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}

R1Soft 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.

We appreciate your patience during the short portal migration period and apologize for any inconvenience.

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