What is the IGS (Ignite Global Support) Portal? How do I escalate my issue if I believe it is not being handled timely and/or effectively?

Transcription

1 What is the IGS (Ignite Global Support) Portal? How do I escalate my issue if I believe it is not being handled timely and/or effectively? What are the Zendesk system requirements? What do I need to do when my issue is moved to the "Pending" state? How can I access the support site? How do I mark a ticket as solved once my issue is resolved? What is the Support Policy? When is my issue moved to the "Solved" state? How do I reset my password? How can I submit feedback about this tool and the service I receive? How do I update my user profile? How do I create a follow-up ticket? How do I arrange access for additional people from my organization? Why can't I see details of support tickets created by other members of my organization? How do I create an issue? How do I subscribe to ticket updates within my organization? How do I submit a Severity 1 Issue? How does the "Related Topics" feature work? How can I check on the progress of my issue? What is ITAR/EAR Information?

2 What is the IGS (Ignite Global Support) Portal? This is Ignite Global Support's web-based issue management system. What are the Zendesk system requirements? The portal is tested with the browsers listed below. Older browsers can still be used, but newer features may not look or work as intended. Zendesk recommends that you always use the current version of a browser. Most browsers provide an option for automatic updates. Google Chrome: latest two versions Mozilla Firefox: latest two versions Apple Safari: latest two versions Microsoft Internet Explorer: latest version only Note: Microsoft Edge is currently not supported. The following browser settings are also required by Zendesk in order to have a seamless experience of the portal: JavaScript must be enabled If you are using High security settings on your browser, please ensure that the portal s address ( is added as an exception. Cookies must be enabled localstorage must be enabled How can I access the support site? Using your internet browser, go to Simply click on the Sign in on the top right corner of the screen.

3 If you have forgotten your password, click the Forgot my password link and follow the onscreen prompts. What is the Support Policy? We offer 3 levels of support (Standard, Gold, Platinum) and you can sign up for 1, 3 or 5 year terms. Our pricing is more favorable per year with the longer term contracts. The shortest term we offer is 1 year, payable in advance. In order to submit support tickets, you must have an active support contract and no overdue invoices. Please note that we do not offer support on a "per incident" or "per hour" basis. Professional services are only available to customers who have active support contracts. If you would like to

4 sign up for support services or want more information about the services offered in each of our support levels, please contact your account manager at Support renewal quotes are ed via Echosign 90 days in advance of the expiration date of the current contract, and if you would like a budgetary quote at any other time please contact orders@ignitetech.com. If your contract has not been renewed before the current expiry date, your support portal account will be put in Renewal Pending status. Support will be unable to work any of your active tickets, and all new tickets created will be auto-closed. If you create a new ticket while in renewal pending status, you will receive this notification: "l/l/e regret to inform you that this ticket has been dosed because your support account has not been renewed yet. Please re submit your issue after your renewal has been processed. To reinstate support services or if you believe you are receiving this message in error, please contact orders@ignitetech.com". The Renewal Pending status will be lifted when your contract has been renewed and work will resume on your active tickets. If your contract has not been renewed within 30 days of entering renewal pending status, then your support account will be expired and all unsolved tickets will be auto-closed. Customers who have overdue invoices (support, licensing, professional services) will have their support portal account put in Credit Hold status. As with Renewal Pending above, Support will be unable to work any of your active tickets, and all new tickets created will be auto- closed. You will receive a notification if you create a new ticket: "We regret to inform you that this ticket has been closed because your support account is on hold due to non-payment. Please re submit your issue once your payment has been processed. Please contact orders@ignitetech.com to reinstate support services or if you believe you are receiving this message in error". The Credit Hold status will be lifted when payment has been received for the overdue invoice(s). How do I reset my password? 1. Login to 2. Click on your name at the top of the screen to access your profile page. You will be shown a drop-down menu. Click on select Change Password on the drop-down menu. 3. This will open the password reset form:

5 . 4. Enter your current password and the new password as well when asked. 5. Click on Change Password. Once the password is changed successfully, you will get a message on the top of this form: How do I update my user profile?

6 1. Login to 2. Click on your name at the top right of the screen and then click on Edit my Profile from the drop-down. 3. This will open up the form for the profile editor. You can update your personal information here: 4. Once you update any field, the information is automatically saved. How do I arrange access for additional people from my organization? As an Ignite Global Support user you will have received an from the system and verified yourself as a user. Additional users can access the Ignite Request for Access to Support Portal form. If they do not receive their credential welcome within 2 business days they should contact your account manager directly to enquire about the request. Any user from your

7 organization will be able to view and edit issues submitted by other users in your organization, such that you can manage the issues as a team How do I create an issue? You can create an issue by: 1. Logging into Ignite Global Support and creating a new issue using the web form; 2. Phoning to log your issue (options vary by support plan); or 3. Sending an to support@ignitetech.com with the subject line containing the product name, version and issue and the body of the describing the details of the issue You can submit a ticket at any time by going to our support portal or sending an . While you are able to submit tickets electronically by either method, our support portal is designed to collect key information to help resolve your issue faster, so the support portal is the preferred method for submitting tickets electronically. When creating an issue using the web form, please include the following information: 1. Product/Version (make sure to choose the right product so that your issue is routed to the appropriate team) 2. Request priority - refer to the SLA agreement 3. Subject - indicate the issue or problem 4. Description - provide details on the issue or problem and the platform it is on 5. Attachments (if any) - screenshots, log files, etc. that would help in the investigation of the issue in the issue description, we recommend that you enter the following information: a. Version on which the issue is being reported b. Environment details c. Platform d. Attachments (screenshots/documents) that will help us understand your issue better How do I submit a Severity 1 Issue? A Severity 1 issue is defined as one of the following: 1. Complete Outage - The system is completely inaccessible or unusable; 2. Core Functionality Defect - The system is accessible, but a core function is completely unusable and there isn't a non- manual workaround for the issue; and/or 3. Data Loss - The issue has caused or will likely cause a material loss of data in the near future.

8 You can submit a Severity 1 issue using any of the normal methods of submitting issues (i.e., ticket, phone, or ), but to help our agents identify your issue as a Severity 1 issue, we strongly recommend the following. When submitting your issue via a Ticket: Please select "Urgent" as the priority; Please begin the subject line with Severity 1 and provide a brief issue description; and In the text of your ticket, please explain how your issue is a severity 1 issue using the terms Complete Outage, Core Functionality Defect, and/or Data Loss as appropriate. When submitting your issue via the Phone: Please press 1 if prompted to indicate your issue is a Severity 1 issue (Platinum customers only); and When your call is answered, please immediately inform the agent that you believe you have a Severity 1 issue and explain how your issue meets the criteria for a Complete Outage, Core Functionality Defect, and/or Data Loss as appropriate; or If your call isn't answered and you leave a voic , please explain how your issue is a severity 1 issue using the terms Complete Outage, Core Functionality Defect, and/or Data Loss as appropriate. When submitting your issue via Please begin the subject line with Severity 1 - <product name> and provide a brief issue description; and In the text of your ticket, please explain how your issue is a severity 1 issue using the terms Complete Outage, Core Functionality Defect, and/or Data Loss as appropriate. If the severity 1 issue isn't being handled timely and/or effectively, or you want to escalate your issue to the management team for any other reason, then there are two ways to escalate the issue: 1. The best way to escalate your ticket to the support management team is to submit a comment on the ticket that says: "Please escalate this ticket to the appropriate customer support manager for assistance." Our agents are trained to raise these issues to the attention of our managers and the managers review tickets for escalation requests as well. 2. Additionally, you can also escalate to the support management team by sending an to escalate@ignitetech.com. If you choose this option, please be sure to include your ticket number in your escalation , so we can refer to the ticket and

9 work the issue as appropriate. How can I check on the progress of my issue? You can login to the support site to view or update your open issues. Our support agents will also post updates on the issue as they progress with the investigation and resolution. You will be notified by of all comments posted on the issue. Depending on your support maintenance plan, you may also phone for an update on the status of your issue. How do I escalate my issue if I believe it is not being handled timely and/or effectively? The best way to escalate your ticket to the support management team is to submit a comment on the ticket that says: "Please escalate this ticket to the appropriate customer support manager for assistance." Our agents are trained to raise these issues to the attention of our managers and the managers review tickets for escalation requests as well. Additionally, you can also escalate to the support management team by sending an to escalate@jqnitetech.com. If you choose this option, please be sure to include your ticket number in your escalation , so we can refer to the ticket and work the issue as appropriate. What do I need to do when my issue is moved to the "Pending" state? Issues are moved to the pending state when our agents need more information from you about your issue, and also when they require your confirmation that they have resolved your issue. You will receive courtesy reminder s during the first week but our agents will not be able to continue working on issues requiring more information until they receive your reply. When you add comments to the issue, it will be assigned back to our support team who will review the information provided by you. You will also receive courtesy reminder s during the first week if the issue is pending while waiting for your confirmation of resolution. How do I mark a ticket as solved once my issue is resolved? You can also mark a ticket as solved once your issue is resolved by checking the option for Please consider this request as solved this option is available right below the comment text box. Please note, that in case your ticket has not yet been assigned to one of our support staff, you will not be able to mark it as Solved

10 When is my issue moved to the "Solved" state? When our support agents believe they have satisfactorily answered your query or fixed the issue it will be moved to the solved state. If you disagree with our resolution, you can comment on the issue and uncheck the Request is solved" check box. This will reopen the issue, and our support team will review your comments. If the issue has been pending for more than 7 days while waiting for your confirmation of resolution, it will be moved to the Solved state. How can I submit feedback about this tool and the service I receive? When your issue is resolved, you will receive a survey inviting you to rate the support member on the quality and timeliness of their response. You have the option to provide the rating via a link to a web survey form or by simply replying to the survey . One of our agents may also phone you if we have not received your feedback. Our goal is to provide you with WOW support and your feedback is important in helping us to continually improve our service and support process. How do I create a follow-up ticket? A follow-up Ticket can be created if you need to submit a request which is related to an earlier request which is now in the Closed Status. Creating a follow-up ticket makes it easy to identify the

11 Closed ticket it is related to. 1. Click on My Activities on the top of the page: 2. Click on the ticket subject of the ticket that that you want to create a follow-up to (you can either filter the ticket by status of Solved, or sort them by Created or Last Activity. 3. Click on Ticket Subject to Open Ticket Page. 4. Scroll to bottom the of the Ticket Page. 5. Click on create a follow-up.

12 6. The ticket creation page opens filling in the following information from the Closed ticket: a. Product and Software Version b. Subject

13 7. Provide the following information: a. Request Priority select the priority for this request b. Details provide details on the issue or reason why a follow-up is being created 8. Click Submit Why can't I see details of support tickets created by other members of my organization? The default view displays support tickets that you created as a Zendesk user. In order to see all tickets for your organization, simply click on the link for Organization requests in My Activities page.

14 How do I subscribe to ticket updates within my organization? Would you like to be notified whenever a ticket within your organization is created or updated? Login to the Ignite Global Support portal. Click on your organization name tab. Click on Subscribe. You will receive notifications with the message You are receiving this emaii because you have subscribed to aii ticket updates for this organization." The notification contains the ticket number, details of who updated the ticket, and the actual ticket update. How does the "Related Topics" feature work? This feature is designed to help answer common product questions that have been addressed in existing Knowledge Base articles. How it works: 1. When a new ticket is created, the titles of any Knowledge Base articles that match to the Subject text are displayed in a temporary "Related Topics" field. 2. You can read through the articles before continuing with the ticket: a. If you find the answer to your issue in our Knowledge Base, then please feel free to use the information to resolve your issue. b. If you do not find the answer, continue to enter the issue description and submit the ticket. Our support representatives will then assist you as needed. What is ITAR/EAR Information? ITAR and EAR are a set of US Export Controls that govern the export of articles related to defense, security, nuclear, space and satellite technologies. All customers identified as a regulated customer under ITAR/EAR must agree to Ignite Global Support's ITAR/EAR Terms and Conditions before support can manage their issues. An will be sent to any customer submitting a ticket who has not yet confirmed their acceptance of Ignite Global Support's ITAR/EAR Terms and Conditions. In order for a customer to confirm and agree to the terms they must read through the terms and conditions provided within the and reply stating that they have read and understood them. This is a one- time request and once the customer confirms and agrees they will not be asked to do so again. For more detailed information on ITAR and EAR please login to the support portal and go to Knowledge Base > General Information.