AvePoint Online Services for Partners 2

AvePoint Online Services for Partners 2 User Guide Service Pack 1 Issued June 2017

Table of Contents What s New in this Guide...4 About...5 Submitting Documentation Feedback to AvePoint...6 Browser Support Information...7 Getting Started with...8 Signing Up for...9 Signing into... 10 Signing In as a Partner with a Local Account... 10 Signing In as a Partner with an Office 365 Account... 10 Signing In as a Customer... 10 Configuring General Settings... 12 Resetting Your Password... 12 Managing E-mail Templates... 14 Creating E-mail Templates... 14 Managing the System... 16 Managing Users... 16 Adding Users... 16 Deleting Users... 17 Managing Groups... 17 Creating Groups... 18 Editing Groups... 18 Deleting Groups... 18 Managing App Profiles... 19 Creating an App Profile for Office 365... 19 Searching for Existing App Profiles... 19 Re-authorizing AvePoint Online Services Administration App... 20 Deleting App Profiles... 20 Viewing Dashboard... 21 Managing Customers... 22 2

Inviting a New Customer... 23 Managing Customer s License... 26 Changing License Settings of DocAve Online Modules... 26 Changing License Settings of Governance Automation Online, File Share Navigator Online, DocAve Backup for Salesforce, AvePoint Cloud Insights, AvePoint Cloud Backup, AvePoint Cloud Management, or AvePoint Cloud Archiving... 27 Changing License Settings of Compliance Guardian Online... 28 Viewing Reports... 29 Customer Operations Report... 29 License Usage... 30 Storage Consumption Report... 30 User Activity Report... 31 Managing Troubleshooting Profiles... 32 Retrieving Customers Attachments... 32 Managing Customer Feedback... 33 Submitting Feedback... 34 Managing Your Profile Information... 35 Viewing Version Information... 36 Viewing FAQs... 37 Notices and Copyright Information... 38 3

What s New in this Guide Updated the information about customers Invite Support e-mails in the Managing Troubleshooting Profiles section. Added the information about sending notification e-mails when customers are deleted into the Managing Customers section. Updated the Signing Up section due to the signup process changes. Updated the Changing License Settings of Governance Automation Online, File Share Navigator Online, DocAve Backup for Salesforce, AvePoint Cloud Insights, AvePoint Cloud Backup, AvePoint Cloud Management, or AvePoint Cloud Archiving section. Added the information about allocating the licenses of AvePoint Cloud Backup, AvePoint Cloud Management, or AvePoint Cloud Archiving to customers into the Inviting a New Customer section. Added the information about generating the Storage Consumption Report for AvePoint Cloud Backup in the Viewing Reports section. 4

About is a central hub for AvePoint partners to monitor and manage their AvePoint Online Services customers, view reports about customers jobs and requests for online services, view license usage, as well as resolve feedback. 5

Submitting Documentation Feedback to AvePoint AvePoint encourages you to provide feedback regarding our service documentation. You can Submit Your Feedback on our website. 6

Browser Support Information The following table provides the required browser versions. Browser Version Internet Explorer IE 11 Google Chrome The latest version Mozilla Firefox The latest version 7

Getting Started with AvePoint Online Services for Partners To become an AvePoint Online Services partner, go to the sign-in page, and click the Learn More about Becoming an AvePoint Partner link. From here, you can download the brochure, and complete the How Do I Become A Managed Services Partner form. Once you have completed the form an AvePoint representative will contact you. When you become an AvePoint Online Services partner, AvePoint will create an account for you and send you a Welcome to e-mail that contains your user ID for the system. To start using, follow the instructions below. If you want to sign up to with a corporate e-mail address, refer to Signing Up for. 1. Click Sign into in the e-mail. The Set Password tab appears. 2. Enter a password for your account, and then enter it again to confirm. 3. Click Save. 4. In the login page, click Partner. 5. Enter your user ID and password. 6. Click Sign In. The homepage appears with a pop-up window that displays the non-disclosure agreement. Read the agreement and click Accept to continue. 8

Signing Up for To sign up to with a corporate e-mail address, complete the following steps: 1. In the sign-in page, click Sign Up Now. The sign up page appears. 2. Enter the First Name, Last Name, Corporate E-mail Address, Organization, and Country or Region information. 3. Click Sign Up Now. 4. The congratulation message appears and an e-mail is sent to the e-mail address that you used to register the account. 5. Go to your inbox, and click Sign into AvePoint Online Services for Partner in the received e-mail to go to the Reset Password page to set your password. The AvePoint Online Services for Partners sign-in page appears automatically. 6. Sign into, and the license agreement window appears. 7. Click Accept to accept the license agreements. After successfully signing up for, contact an AvePoint representative for the licenses and user seats of AvePoint Online Services. 9

Signing into On the sign-in page, choose one of the following sign-in methods: Signing In as a Partner with a Local Account Signing In as a Partner with an Office 365 Account Signing In as a Customer Signing In as a Partner with a Local Account To sign into as a partner with a local account, complete the following steps: 1. In the sign-in page, click Partner. 2. Enter your user ID and password in the corresponding text boxes. 3. Click Sign In. The homepage appears. Signing In as a Partner with an Office 365 Account To sign into as a partner with an Office 365 account, complete the following steps: 1. In the sign-in page, click Partner. 2. Click Sign In with Office 365. *Note: If you are using your Office 365 account to sign into another app on the same browser, you will be automatically signed into. 3. On the Office 365 authentication page, enter an existing Office 365 account and password. 4. Click Sign In. The homepage appears. 5. If it is the first time that this Office 365 account is signing into AvePoint Online Services for Partners, the permissions required for are displayed. Review the permissions and click Accept. The AvePoint Online Services app is generated in My apps on Office 365. Click the app to access within Office 365. The app will remember your credentials when you login through it. 6. The homepage appears. Signing In as a Customer If you wish to help your customers perform management actions and check or resolve issues, you need to use the customer s account to sign into AvePoint Online Services. 10

1. In the sign-in page, click Standard. 2. Choose one of the following methods according to the type of the customer s account: Sign in with an Office 365 account Click Sign In with Office 365. In the Office 365 login page, enter the login ID and password, and then click Sign in. Sign in with a Salesforce account Click Sign In with Salesforce. In the Salesforce login page, enter the login ID and password, and then click Sign In. Sign in with an AvePoint Online Services local account Enter the login ID and password of the local account, and then click Sign In. 11

Configuring General Settings General Settings allows AvePoint partners to configure time zone, the format to display date or time, and a session timeout period for their tenant. To configure the general settings, complete the following steps: 1. Go to the Settings page, and click General Settings in the System Options area to go to the General Settings page. 2. Configure the following fields in the Date and Time Settings section: Time Zone Select the time zone for the tenant. *Note: If your country or region uses the Daylight Saving Time, you can select the Automatically adjust clock for Daylight Saving Time checkbox to adjust AvePoint Online Services to the correct clock. Date Format Select the format to display date. Time Format Select the format to display time. 3. In the System Security Policy section, enter the number of the timeout period in the Session Timeout text box, and select the unit for the timeout period from the drop-down list. 4. Click Apply to apply the configurations. Resetting Your Password You can reset the password of your account by completing the following steps: *Note: You can only reset passwords for local users. For more information about user types, refer to Adding Users. 1. Navigate to the sign-in page. 2. Click the Forgot Password link above the Sign In button. 3. Enter the following information on the Forget Password page: a. User ID Enter your user ID. b. Verification Code Enter the verification code. Click Refresh to refresh the verification graphic if no image is displayed. 4. Click Submit to set a new password. After submitting the required information, a verification e- mail is sent to the e-mail address used as your user ID. Retrieve the e-mail message and click the supplied link to set a new password. After clicking the link, you will be redirected to the Reset Your Password page. Enter the following information on this page: a. New Password Enter a new password that you want to use. 12

b. Confirm Password Enter the new password again for confirmation. c. Verification Code Enter the verification code. Click Refresh to refresh the verification graphic if no image is displayed. 5. After setting up the new password, click Submit to save your new password, and then click OK in the pop-up window. You are redirected to the sign-in page. Sign into AvePoint Online Services for Partners with the new password. 13

Managing E-mail Templates allows partners to send out the following invitations: Invite customers into AvePoint Online Services. For details, refer to Inviting a New Customer. Invite users into to manage customers. For details, refer to Adding Users. After a user or customer is invited to the system, will send an e- mail to the user or customer via the default invitation e-mail template. There is a built-in user invitation template and a built-in customer invitation template. Partners can create customized invitation e-mail templates and set them as default ones. To manage the E-mail Template, go to the Settings page, and click E-mail Template in the Notification Settings area. The E-mail Template page appears. By default, all of the e-mail templates are displayed. You can perform the following actions: Create Click Create to go to the Create E-mail Template page. For details, refer to Creating E-mail Templates. View Click the e-mail template name to go to the View E-mail Template page and view the information and preview of the template. Edit Select an email template, and click Edit to go to the Edit E-mail Template page to edit the e-mail template. For details, refer to Creating E-mail Templates. *Note: The built-in e-mail templates cannot be edited. Set as Default Select an email template, and click Set as Default to choose the template for sending invitation e-mails. Delete Select one or more email templates, and click Delete to delete the selected e- mail templates. A pop-up window appears asking for your confirmation. Click OK to confirm your deletion. *Note: The built-in e-mail templates cannot be deleted. Creating E-mail Templates On the Create E-mail Template page, configure the following fields: E-mail Template Name Enter a name for the new e-mail template. If you want to use this template to send invitation e-mails, select the Set as Default checkbox. E-mail Template Type Select the template type for the e-mail template. 14

o User Invitation E-mail The e-mail template that is used to invite users to. o Customer Invitation E-mail The e-mail template that is used to invite customers to AvePoint Online Services. Description Enter an optional description. Image for E-mail Header Click Browse to locate and upload the image as the e-mail header. *Note: The maximum size of the image is 1 MB, and the type of the image must be JPG, BMP, or PNG. Background Color for E-mail Header Select the background color for the e-mail header. *Note: You can click Reset to reset the image and background color to the default one. E-mail Body Define the body for the e-mail template. Click Save to save the configurations. 15

Managing the System allows you to manage users and groups within the system. Managing Users To access User Management, go to the Settings page, and select User Management in the Account Manager area. The User Management page appears. AvePoint partners can invite users into, and an invitation e-mail will be sent to each user automatically. AvePoint partners can create and edit customized e -mail templates. For details about e-mail templates, refer to Managing E-mail Templates. Adding Users To add users to the system complete the following steps: 1. Click Add Users on the ribbon. The Add Users pane appears in the right side of the page. 2. On the Add Users pane, configure the following settings: a. Select Sign-in Method Select the sign-in method from the drop-down list. o Local User The local system will check the user s credentials. o Office 365 User/Group Office 365 users and groups will become AvePoint Online Services for Partners users. They can use their Office 365 login IDs to log into. b. App Profile This option only appears if Office 365 User/Group is selected as the sign-in method. An app profile is required to add or verify Office 365 users/groups users. Select a previously configured app profile or click New App Profile. For more information, refer to Creating an App Profile for Office 365. c. Add Users Enter the users that you are about to add into AvePoint Online Services for Partners. o For Local User, enter valid e-mail addresses in the format of someone@example.com. o For Office 365 User/Group, enter the Office 365 login IDs of the users in the format of someone@example.com or enter the names of Office 365 groups. System will automatically check whether the users or groups are valid. You can also click the browse ( ) button to view the users or groups within the selected profile, and then select your desired users or groups. To search a specific user, enter the keywords of the user s Office 365 login ID, first name, or last name. 16

Then, click the search ( ) button. Note the following: When an Office 365 group is added, the users in that group will become users. If the Office 365 group has nested groups, will only add users to the first five layers. If you select Office 365 User/Group as the sign-in method, you can enter or select Everyone. Everyone refers to all available users in your Office 365 tenant s Azure AD. If you add Everyone as AvePoint Online Services for Partners users, all available users can sign into AvePoint Online Services for Partners and perform the corresponding actions according to the permissions of the groups the users are added into. d. Add to Groups Select previously configured groups for the users or click New Group. For more information, refer to Creating Groups. 3. Click Save to save your configurations or click Cancel to go back to the User Management page without saving any configurations. After a user is added successfully, the user will receive an invitation e-mail that contains the user ID. The user needs to activate the account and set the password. Deleting Users To delete one or more users, select the users and click Delete on the ribbon. A pop-up window appears asking for your confirmation. Click OK to confirm your deletion. Managing Groups To access Group Management, go to the Settings page, and select Group Management in the Account Manager area. The Group Management page appears. provides the built-in group Administration. To view the group information, click the group name. The View Group Details page appears displaying the group name, description, and users in the group. To search for a specific group, enter the keywords of the group name in the text box on the upper-right corner, and click the search ( ) button or press Enter on the keyboard. When groups are displayed on multiple pages, enter an integer in the text box next to Go on the lower-right corner of the page to go to your desired page. Users in the built-in Administration group can perform the following actions: Creating Groups 17

Editing Groups Deleting Groups Creating Groups To create groups to the system, click Create on the ribbon. Then, complete the following fields in the Settings > Group Management > Create Group page: 1. Group Name Enter a group name. 2. Description Enter an optional description. 3. System Permission Select the permissions for this group. 4. Customer Management Select the customers that can be managed by users of this group. All of the customers are listed in the Customers in the system pane. The customers that will be managed by this group members are displayed in the Customers to be managed pane. You can enter the organization or account name into the search box to search for customers. To assign customers to this group, select the customers in the left pane, and then click Add. The customers are displayed in the right pane. To remove customers from this group s management, select the customers in the right pane, and then click Remove. The customers are moved to the left pane. 5. Click Save to save your configurations or click Cancel to go back to the Group Management page without saving any configurations. Editing Groups To edit a group, select the group and click Edit on the ribbon. For more details, refer to Creating Groups. Deleting Groups To delete one or more groups, select the groups and click Delete on the ribbon. A pop-up window appears asking for your confirmation. Click OK to confirm your deletion. 18

Managing App Profiles An app profile for Office 365 is required if you want to add Office 365 users/groups as AvePoint Online Services for Partners users and want to enable single sign-on. An app profile generates the AvePoint Online Services Administration app. This app connects to Office 365. If your tenant signs up to within the AvePoint Online Services for Partners system, an app profile for Office 365 will be automatically created. Partners and users in the built-in Administration group can access App Management by clicking Settings > App Management. From this menu, you can create, view, search, re-authorize, and delete app profiles. Creating an App Profile for Office 365 Creating an app profile for Office 365 requires an Office 365 Global Administrator account. To create an app profile for Office 365, complete the following steps: 1. Click Create on the App Management page. 2. A window appears to confirm if you want to jump to the Office 365 login page and enter another account to create a new app profile. Click OK to proceed: a. On the Office 365 Sign in page, enter the login ID and password of an Office 365 Global Administrator account. Then, click Sign in. *Note: This account will be added into the built-in Administration group, if the account does not already exist in. b. On the AvePoint Online Services Administration page, review the permissions required for and click Accept to continue. The App Management page appears and the app profile is created successfully. Searching for Existing App Profiles To search for specific app profiles, enter the keyword in the text box on the upper-right corner, and click the search ( ) button or press Enter on the keyboard. When app profiles are displayed on multiple pages, enter an integer in the text box next to Go on the lower-right corner of the page to go to your desired page. 19

Re-authorizing AvePoint Online Services Administration App The app profiles whose statuses are App Authorization Expired must be re-authorized. You can also reauthorize the app for an active app profile if you want to change the Office 365 account used to authorize the app. The Re-authorize App action requires an Office 365 Global Administrator account. Complete the following steps to re-authorize the AvePoint Online Services Administration app for an Office 365 app profile: 1. Select an app profile and click Re-authorize App on the ribbon. 2. Choose one of the following options in the pop-up window: Use the current account The currently signed in account will be used to authorize the app. i. Choose this option and click OK. ii. On the AvePoint Online Services Administration page, review the permissions required for and click Accept to continue. Sign out and use another account The currently signed in account will be signed out and you need to enter another account to authorize the app. The system will sign in with the signed out account automatically. i. Choose this option and click OK. ii. On the Office 365 Sign in page, enter the login ID and password of an Office 365 Global Administrator account. Then, click Sign in. The signed out account is signed into again. iii. *Note: This account will be added into the built-in Administration group, if it does not exist in any existing tenant. On the AvePoint Online Services Administration page, review the permissions required for and click Accept to continue. The App Management page appears and the AvePoint Online Services Administration app is successfully authorized for the selected profile. Deleting App Profiles To delete one or more app profiles, select the checkboxes next to the profile names and click Delete on the ribbon. If an app profile is applied in the User Management to add Office 365 users/groups, and the Office 365 users/groups exist in, the profile cannot be deleted. 20

Viewing Dashboard The Home page provides a dashboard that surfaces information about the AvePoint Online Services customers you are managing. By default, the dashboard displays each customer s organization name, registered account, country or region, number of failed jobs, number of service requests, and purchased services on a card. On the dashboard, you can perform the following actions: Sort Sort customers by the number of failed jobs or the number of service requests. Select Failed Jobs or Service Requests from the Sort by drop-down list. Filter Filter the statistics by job finished time and service request submitted time. Select Today, Yesterday, Last Week, Last Month, or This Month from the Time Range drop-down list. Search Search for a specific customer. Enter the keywords of the customer s organization name in the text box on the upper-right corner, and then click the search ( ) button. View Failed Job Details To view detailed information about a customer s failed jobs, click the FAILED JOBS link of specific organization. The Failed Jobs page appears displaying job ID, service name, module name, start time, and end time. View Service Request Details To view detailed information about a customer s service requests, click the SERVICE REQUESTS link of specific organization. The customer s Governance Automation Online environment appears in a new tab. View Customer Operations Report To view the customer operations report of a specific customer, click the customer operations report ( ) icon in the bottom of the customer s card. The customer operations report pane of the customer appears in the right side of the page. View Storage Consumption Report To view the storage consumption report of a specific customer, click the storage consumption report ( ) icon in the bottom of the customer s card. The storage consumption report pane of the customer appears in the right side of the page. 21

Managing Customers In, as a partner, you can manage your customers via Customer Directory. Click Customer Directory to go to the Customer Directory page. The Customer Directory page displays all AvePoint Online Services customers you have invited to this system, together with their basic information. By default, the customers are sorted by the time when they are invited here. You can click the Organization column to sort the customers by organization names. When customers are displayed on multiple pages, enter an integer in the text box next to Go on the lower-right corner of the page to go to your desired page. You can perform the following actions: Invite a New Customer To invite a new customer, click Invite New Customer on the upper-right corner. The Invite Customer page appears. For more information, refer to Inviting a New Customer. View Customer Information To view the detailed information about a customer, select the checkbox next to the customer s organization name and click View on the ribbon. Edit Customer Information To edit the information of a customer, select the checkbox next to the customer s organization name and click Edit on the ribbon. You can edit the account information and upload an image as the symbol of the customer. Then, click Save to save your changes or click Cancel to go back to the Customer Directory page without saving any changes. Manage License To manage the license of a customer, click the edit ( ) button under the Action column. For more information, refer to Managing Customer s License. Search for a Customer To search for a specific customer, enter the keywords of the customer s organization name or registered account ID in the text box on the upperright corner. Then, click the search ( ) button. Filter Customers You can filter customers by their country or region. Click the filter ( ) button in the Country or Region column, select one or more countries or regions, and then click OK. Export Customer Information Report To export a report that contains detailed information about your managed customers, click Export Customer Info Report on the ribbon, and then select a location to save the report. Access Customer s Service Environment To access a customer s AvePoint Online Services environment, click the customer s registered account ID under the Registered Account column. To access a customer s online service environment, click the service name under the Service column. 22

Delete Customers To delete one or more customers, select the checkboxes next to the customers organization names and click Delete on the ribbon. A pop-up window appears asking for your confirmation. Click OK to confirm your deletion. *Note: If a user deletes a customer, a notification e-mail will be sent to the partner system account and the operator. If a partner system account deletes a customer, a notification e-mail will only be sent to the partner system account. Inviting a New Customer On the Invite Customer page, AvePoint partners can invite new customers into AvePoint Online Services, and an invitation e-mail will be sent to each customer automatically. AvePoint partners can create and edit customized e-mail templates. For details about e-mail templates, refer to Managing E- mail Templates. Complete the following steps to invite a new customer: 1. Select the type of new customer account that will be used to sign up to AvePoint Online Services. Office 365 account i. Click Office 365 Global Admin, and a confirmation window appears. Follow the instructions of the following circumstances: If you are using an Office 365 account to sign into another app on the same browser and you do not want to invite a customer with this Office 365 account, click Yes to sign out the current Office 365 account and jump to the Office 365 login page. If you are using an Office 365 account to sign into another app on the same browser and you want to invite the customer with this account, click No to invite this customer. *Note: If the Office 365 account already exists in AvePoint Online Services, the account information will be automatically populated and you can go to step 3 directly; if the Office 365 account has not been invited into AvePoint Online Services, the page displaying the permissions that AvePoint Online Services will use for registration appears and you can go to step iv directly. If you are not using an Office 365 account to sign into any app on the same browser, click No to jump to the Office 365 login page. ii. Enter the login ID and password of the new customer s Office 365 Global Administrator account. This account will become the customer s registered account. 23

*Note: The Global Administrator account must have the license for SharePoint Online assigned. iii. Click Sign in. iv. The permissions that AvePoint Online Services will use for registration are displayed. Review the permissions and click Accept to continue. Salesforce account i. Click Salesforce System Admin; the Salesforce login page appears. ii. Enter the login ID and password of the new customer s Salesforce account. This account will become the customer s registered account. *Note: The Salesforce account must be associated with the System Administrator profile or another profile that has the same permissions as those of the System Administrator profile. iii. Click Log In. Local User Account: If you want to use this platform to manage an existing customer who signed up to AvePoint Online Services with a local user account, complete the following steps: i. Click Invite Local User. ii. Enter the Registered Account and Password in the Provide Account Information section. iii. Go to step 4. 2. Provide the following account information. If the account type you chose above is Office 365 Global Admin, the following information is automatically filled in: Registration Account, First Name, Last Name, Country Code, and Office Number. You need to enter the customer s Organization Name and select the closest Data Center to the customer s location. If the account type you chose above is Salesforce System Admin, the following information is automatically filled in: Registration Account, First Name, and Last Name. You need to provide the customer s Organization Name, Country Code, Office Number and select the closest Data Center to the customer s location. You can upload an image as the symbol of the customer. 3. Assign service licenses to the customer. Click Add Another License and configure the following license settings: Service Select an online service from the drop-down list. o If the account type you chose above is Office 365 Global Admin, the following services are available: 24

DocAve Online (includes the Granular Backup & Restore and Exchange Online Backup & Restore modules in DocAve Online) Governance Automation Online File Share Navigator Online Compliance Guardian Online AvePoint Cloud Insights AvePoint Cloud Backup AvePoint Cloud Management (includes the Administrator, Content Manager, Replicator, Deployment Manager, Report Center, and Identity Manager modules in DocAve Online) AvePoint Cloud Archiving (the Archiver module in DocAve Online) o If the account type you chose above is Salesforce System Admin, DocAve Backup for Salesforce is available. License Type Select the license type: Trial or Enterprise. *Note: For a service s enterprise license, you can only assign it to a customer when you have purchased this service s license from AvePoint. *Note: When a trial license of DocAve Online is added, all of the modules will be assigned to the customer automatically; when the DocAve Online module license types are changed to Enterprise, you must select the modules that you want to assign to the customer. User Seat/Domain Refer to the table below. *Note: Before you assign user seats, you can click View Details of Available User Seats to view the user seats you own. If the number of available user seats is less than the number of user seats that you want to assign, you must purchase more user seats from AvePoint. Service License Type User Seat/Domain DocAve Online Trial N/A Governance Automation Online File Share Navigator Online AvePoint Cloud Insights Enterprise Enter the number of user seats that you want to assign to the customer. AvePoint Cloud Backup AvePoint Cloud Management AvePoint Cloud Archiving Compliance Guardian Online Trial Website Enter the domain name. Trial SharePoint N/A Online Trial Yammer N/A 25

Service License Type User Seat/Domain Enterprise Website Select one or more domains. *Note: The domains are the ones that you provided to AvePoint when you purchased license from AvePoint. Enterprise SharePoint Online Enter the number of user seats that you want to assign to the customer. Enterprise Yammer Enter the number of user seats that you want to assign to the customer. DocAve Backup for Salesforce Enterprise Basic Enter the number of user Enterprise Standard Enterprise Premier seats that you want to assign to the customer. Expiration Date (for enterprise license only) Click the calendar ( ) button and select the expiration date for the customer s license. If you want to remove a license, click Remove under the Action column. If you want to assign the license of another service, click Add Another License. 4. Click Confirm to confirm and save your configurations, or click Cancel to go back without saving any configurations. Managing Customer s License Refer to the sections below to manage license on the Manage License page. Changing License Settings of DocAve Online Modules If you are managing the trial license of DocAve Online modules, you can only change the license types from Trial to Enterprise. When the license types are changed to Enterprise, you must select the modules that you want to assign to the customer and configure Enterprise License Settings. If you are managing the enterprise license of DocAve Online modules, you can change the Enterprise License Settings. Enterprise License Settings When configuring the enterprise license settings of DocAve Online modules, you can configure the following fields: 26

User Seats Enter the total number of user seats this customer has purchased for DocAve Online. The previously purchased user seat amount plus the newly purchased user seat amount is the total number. To view the user seats you own, click View Details of Available User Seats. *Note: For DocAve Online, all modules have the same number of user seats. The number of user seats you can allocate to the customer depends on the module that has the least available user seats. Modules You can perform the following actions to edit modules. o Add a Module Click Add a Module, and select a module from the Module drop-down list. o Select the License Expiration Date Click the calendar ( the expiration date. ) button and select Changing License Settings of Governance Automation Online, File Share Navigator Online, DocAve Backup for Salesforce, AvePoint Cloud Insights, AvePoint Cloud Backup, AvePoint Cloud Management, or AvePoint Cloud Archiving If you are managing the trial license of Governance Automation Online, File Share Navigator Online, DocAve Backup for Salesforce, AvePoint Cloud Insights, AvePoint Cloud Backup, AvePoint Cloud Management, or AvePoint Cloud Archiving, you can only change the license type from Trial to Enterprise. When the license type is changed to Enterprise, you must configure Enterprise License Settings. If you are managing the enterprise license of Governance Automation Online, File Share Navigator Online, DocAve Backup for Salesforce, AvePoint Cloud Insights, AvePoint Cloud Backup, AvePoint Cloud Management, or AvePoint Cloud Archiving, you can change the Enterprise License Settings. Enterprise License Settings When configuring the enterprise license settings of Governance Automation Online, File Share Navigator Online, DocAve Backup for Salesforce, AvePoint Cloud Insights, AvePoint Cloud Backup, AvePoint Cloud Management, or AvePoint Cloud Archiving, you can configure the following fields: User Seats Enter the total number of user seats this customer has purchased. The previously purchased user seat amount plus the newly purchased user seat amount is the total number. To view the user seats you own, click View Details of Available User Seats. *Note: For Governance Automation Online, File Share Navigator Online, AvePoint Cloud Insights, AvePoint Cloud Backup, AvePoint Cloud Management, and AvePoint Cloud 27

Archiving, the Office 365 User Seats field displays the number of Office 365 users that have licenses assigned in this customer s tenant. License Expiration Date Click the calendar ( ) button and select the expiration date. Changing License Settings of Compliance Guardian Online If you are managing Compliance Guardian Online trial license, you can only change the license type from Trial to Enterprise. When the license type is changed to Enterprise, you must configure Enterprise License Settings. If you are managing Compliance Guardian Online enterprise license, you can change the Enterprise License Settings. Enterprise License Settings The license settings of Compliance Guardian Online enterprise license contain the following data sources: SharePoint Online, Website, and Yammer. You can configure the following fields for the data sources: License Expiration Date Click the calendar ( ) button and select the expiration date. User Seats/Domain Enter the number of user seats this customer has purchased for Yammer and SharePoint, or select domains for Website. 28

Viewing Reports provides the following reports: Customer Operations Report Allows administrators and users who have the Customer Operations Report permission to view their customers job, request, data collection, and site connection status in purchased services. License Usage Allows administrators and users who have the License Usage permission to view their AvePoint Online Services service license usage and view the license modification history report, which can also be exported. Storage Consumption Report Allows administrators and users who have the Storage Consumption Report permission to view their customer s storage consumption associated with DocAve Online or AvePoint Cloud Backup and export the report. User Activity Report Allows administrators to view user activities in the AvePoint Online Services for Partners system and export the report. Customer Operations Report To access Customer Operations Report, go to the Reports page and click Customer Operations Report. The Customer Operations Report shows the following information: The number of failed jobs in DocAve Online, DocAve Backup for Salesforce, AvePoint Cloud Backup, AvePoint Cloud Management, AvePoint Cloud Archiving, and Compliance Guardian Online The number of service requests in Governance Automation Online The number of site connections of File Share Navigator Online The data collection status of AvePoint Cloud Insights To search for specific customer, enter the keywords of the organization name or registere d account in the text box on the upper-right corner, and click the search ( ) button or press Enter on the keyboard. When customers are displayed on multiple pages, enter an integer in the text box next to Go on the lower-right corner of the page to go to your desired page. Follow the instructions below to view a Customer Operations Report: 1. Click VIEW DETAILS in the upper-right corner of a customer s card to view the report details. The report about each online service is displayed in the format of line chart. 2. Click the service name to access the tab of each service. 3. By default, the report displays statistics about last week s jobs and requests in all statuses. You can filter the report by job and request status and/or time range. Time Range Select Yesterday, Last Week, Last Month, or This Month from the Time Range drop-down list. 29

License Usage Job/Request Status Select one or more statues from the drop-down list that is under the service tab, and click OK. To view the license usage report, go to the Reports page and click License Usage. The License Usage page appears. The license information of the current user appears in the Current Usage tab. Follow the instructions below to export the License Modification History report: 1. Click the License Modification History tab. 2. Select a month from the calendar to define the time range and click OK. The license modification history records are displayed in a chart. 3. Click Export, and a window appears. You can modify the file name of the report in this window and click Export to export the report to a location of your choice. Storage Consumption Report To access the Storage Consumption Report, go to the Reports page and click Storage Consumption Report. The Storage Consumption Report page appears. To search for a specific customer, enter the keywords of the organization name or registered account in the text box on the upper-right corner, and click the search ( ) button or press Enter on the keyboard. When customers are displayed on multiple pages, enter an integer in the text box next to Go on the lower-right corner of the page to go to your desired page. Follow the instructions below: 1. Find a customer s card you want to view. 2. Click VIEW DETAILS in the upper-right corner of the customer card to view the report. Click the service name to access the tab of a specific service. 3. Select This Month or Last Month from the Time Range drop-down list. 4. Select the device type you want to view. 5. If you want to include the retention data that has been deleted in the DocAve Online or AvePoint Cloud Backup jobs, turn on the Include Retention Data switch. 6. You can change the unit of the storage by selecting an option from the Unit drop-down list. 7. Click Export Report, and a window appears. You can choose whether or not to include details in the report and modify the file name in this window 8. Click Export to export the report to a location of your choice. 30

User Activity Report To access the User Activity Report, go to the Reports page and click User Activity Report. The User Activity Report page appears. Follow the instructions below: 1. Select a month from the calendar to define the time range and click OK. 2. Click Export and a window appears. You can modify the file name of the report in this window and click Export to export it to a location of your choice. The report contains the information about user activities within the selected month. 31

Managing Troubleshooting Profiles provides troubleshooting profiles for DocAve Online, Governance Automation Online, and DocAve Backup for Salesforce. Customers Invite Support e-mails will be sent to the AvePoint Support Team. You can add e-mail addresses into the troubleshooting profiles. These e- mail addresses will receive copies of customers Invite Support e-mails. To manage troubleshooting profiles, go to the Settings page, and select Troubleshooting Profile in the Notification Settings area. The Troubleshooting Profile page appears, and you can perform the following actions: Change the troubleshooting e-mail addresses for DocAve Online, Governance Automation Online, and DocAve Backup for Salesforce. i. Select a service s profile and click Edit on the ribbon. ii. In the Edit Profile page, enter the e-mail addresses that will receive copies of your customers Invite Support e-mails. iii. Click Save to save your change or click Cancel to go back to the Troubleshooting Profile page without saving any change. View the troubleshooting e-mail address for a service. Click a profile name and the View Details page appears. The e-mail addresses that will receive your customers invite support e-mails is displayed. Retrieving Customers Attachments When a DocAve Online or Governance Automation Online customer used the Invite Support feature to request troubleshooting help, the support invitation e-mail is sent to you. If the e-mail contains an attachment file name that indicates that the customer uploaded an attachment, which may help explain or resolve issues. Currently, the uploaded attachments are stored in AvePoint s storage. You can contact AvePoint Support to get the attachments. 32

Managing Customer Feedback Feedback Management allows you to manage customer feedback about online services. To access Feedback Management, go to the Settings page, and select Feedback Management in the Feedback Management area. The Feedback Management page appears. By default, all feedback from the current year is displayed. You can perform the following actions: Filter Feedback Filter feedback by year or by service. o Select a year from the Select a Year drop-down list. o Click filter ( ) button in the Service column, and select one or more services, then click OK. View Details To view detailed information about a feedback, click the feedback ID. The View Feedback page appears. Edit Feedback To edit a feedback, click the feedback ID, and then click Edit on the View Feedback page. You can edit the following fields: o Feedback Status Choose one of the following options: Unresolved The feedback is not resolved yet. Resolved The feedback is resolved. Won t Fix The feedback will not be fixed. o Comment Enter a comment for the feedback or your operation. Click Save to save your changes, or click Cancel to go back to the View Feedback page without saving any changes. Delete Feedback To delete one or more feedback, select the checkboxes next to the feedback IDs and click Delete on the ribbon. A pop-up window appears asking for your confirmation. Click OK to confirm your deletion. 33

Submitting Feedback AvePoint provides a platform to collect feedback where you can provide suggestions for service features from your experience. Refer to the following steps to submit feedback: 1. Click the submit feedback ( ) button on the upper-right corner. 2. On the Submit Feedback page, configure the following settings: a. Rate Your Experience Click the stars to evaluate your experience. b. Your Suggestion Enter your suggestions about features. *Note: You can enter 500 characters upmost. 3. Click Submit to submit the feedback, or click Cancel to return to the AvePoint Online Services for Partners homepage without submitting your feedback. 34

Managing Your Profile Information To view and change your account information and reset your password, click the current login ID on the upper-right corner, and then select My Profile from the dropdown list. On the My Profile tab, your account ID and contact information are displayed. You can edit your first name, last name, and organization name. Click Save to save your changes, or click Cancel to go back to the Home page without saving any configurations. On the Reset Password tab, you can reset a new password for your account. Enter the Old Password, New Password, and Confirm Password in the corresponding text boxes. Click Save to save your changes, or click Cancel to go back to the Home page without saving any configurations. 35

Viewing Version Information You can click the help ( ) button in the upper-right corner and select About from the drop-down list to view the version, published date, and new features information about AvePoint Online Services for Partners. 36

Viewing FAQs provides the answers to the questions you may encounter when using the portal. You can go to the FAQ page to view the questions and answers. You can enter an integer in the text box next to Go on the lower-right corner of the page to go to your desired page. 37

Notices and Copyright Information Notice The materials contained in this publication are owned or provided by AvePoint, Inc. and are the property of AvePoint or its licensors, and are protected by copyright, trademark and other intellectual property laws. No trademark or copyright notice in this publication may be removed or altered in any way. Copyright Copyright 2016-2017 AvePoint, Inc. All rights reserved. All materials contained in this publication are protected by United States and international copyright laws and no part of this publication may be reproduced, modified, displayed, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior written consent of AvePoint, 3 Second Street, Jersey City, NJ 07311, USA or, in the case of materials in this publication owned by third parties, without such third party s consent. Notwithstanding the f oregoing, to the extent any AvePoint material in this publication is reproduced or modified in any way (including derivative works and transformative works), by you or on your behalf, then such reproduced or modified materials shall be automatically assigned to AvePoint without any further act and you agree on behalf of yourself and your successors, assigns, heirs, beneficiaries, and executors, to promptly do all things and sign all documents to confirm the transfer of such reproduced or modified materials to AvePoint. Trademarks AvePoint, DocAve, the AvePoint logo, and the AvePoint Pyramid logo are registered trademarks of AvePoint, Inc. with the United States Patent and Trademark Office. These registered trademarks, along with all other trademarks of AvePoint used in this publication are the exclusive property of AvePoint and may not be used without prior written consent. Microsoft, MS-DOS, Internet Explorer, Office, Office 365, SharePoint, Windows PowerShell, SQL Server, Outlook, Windows Server, Active Directory, and Dynamics CRM 2013 are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Adobe Acrobat and Acrobat Reader are trademarks of Adobe Systems, Inc. All other trademarks contained in this publication are the property of their respective owners and may not be used without such party s consent. Changes The material in this publication is for information purposes only and is subject to change without notice. While reasonable efforts have been made in the preparation of this publication to ensure its accuracy, AvePoint makes no representation or warranty, expressed or implied, as to its completeness, accuracy, or suitability, and assumes no liability resulting from errors or omissions in this publication or from the use of the information contained herein. AvePoint reserves the right to make changes in the Graphical User Interface of the AvePoint software without reservation and without notification to its users. AvePoint, Inc. Harborside Financial Center, Plaza 10 3 Second Street, 9th Floor Jersey City, New Jersey 07311 USA 38