Customer Portal User Guide

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1 Customer Portal User Guide

2 COPYRIGHT NOTICE ViaWest Customer Portal User Guide is published and copyrighted 2012 by ViaWest Inc. All rights reserved. No part of this manual may be reproduced in any form, by any electronic or mechanical means (including photocopying, recording, or information storage and retrieval) without written permission from the publisher ViaWest, Inc. All rights reserved. Page 2 of 60 ViaWest Support Center Portal User s Guide [doc id] v

3 TABLE OF CONTENTS Copyright Notice... 2 Executive Summary... 6 Introduction... 6 Accessing the Portal... 6 Purpose... 6 Navigating the Portal... 6 Contacts... 8 Manage Contacts... 8 Phone Numbers Tab: Roles Tab: Configuration Tab: Privileges Tab: Physical Access Tab: Add New Contact Phone Numbers Tab: Roles Tab: Configuration Tab: Privileges Tab: Physical Access Tab: Send Password Reset: Sort Contact Priority Changing My Settings Changing Your Password Updating Your PIN (Personal ID Number Updating Your Security Questions: Updating Phone Numbers: PRIORITIZING CONTACT Numbers: Updating Your address: Support Audit Reports Tickets Viewing Ticket Details: Sorting Tickets: Viewing All Account Tickets: Title Search: Create a New Ticket: Change Ticket Title: ViaWest, Inc. All rights reserved. Page 3 of 60 ViaWest Support Center Portal User s Guide [doc id] v

4 Add a New Note: Note to a Third party: Create New Ticket Change Ticket Title: Add a New Note: Note to a Third party: Grant Physical Access Installations Tracking Installation Progress: Feedback Information Documents Cloud Documentation Maintenance and Alerts Viewing General Windows (Mwindows) Searching Maintenance Window Titles Account Specific Maintenance Windows (Cwindows) Searching Account Maintenance Window Titles: Manage Alerts Updating or Setting Up Alert Settings Current Alert Recipients Only: Enabling or Disabling Mwindow Notifications Services Current Services Colocation Details Add Services Billing Account Status/Invoices Viewing Invoices: Updating Account Information: Making a Payment: Make a Payment Making a Normal Payment Making a One-Time Payment Update/Enter New Credit Card Information Reporting Services Contact Admin History ViaWest, Inc. All rights reserved. Page 4 of 60 ViaWest Support Center Portal User s Guide [doc id] v

5 ViaWest Metrics Report Remote Hands Bandwidth Backup Report Backup Policy V Cloud Power Usage ViaWest, Inc. All rights reserved. Page 5 of 60 ViaWest Support Center Portal User s Guide [doc id] v

6 EXECUTIVE SUMMARY INTRODUCTION The ViaWest Support Center Portal is a web-based customer portal which allows our customers to configure logical and physical components within their ViaWest account(s). ACCESSING THE PORTAL Visit our customer portal homepage at: https://supportcenter.viawest.com/ PURPOSE The purpose of this document is to provide you with a guide to use the ViaWest Support Center Portal. NAVIGATING THE PORTAL Once you login, navigate the portal using the menu located on the left side of the portal page. Each main section is expanded by clicking the title of the section. Contacts Manage Contacts Support Add a New Contact Sort Contact Priority My Settings Tickets Create New Ticket Installations Feedback Maintenance and Alerts General Windows Services Billing Reports Account Specific Windows Manage Alerts Account Service List Account Status/Invoices Make a Payment Site History ViaWest Metrics Remote Hands Bandwidth ViaWest, Inc. All rights reserved. Page 6 of 60 ViaWest Support Center Portal User s Guide [doc id] v

7 CONTACTS Within Contacts, portal administrators configure users contact information, roles, privileges, and physical access to the pertinent ViaWest Data Center. MANAGE CONTACTS The Contacts screens provide a snapshot of information related to your account contacts. 1. Click Contacts to expand. Then click Manage Contacts. 2. The Contacts pane appears to the right. 3. Single-click the contact profile you wish to manage. The Contacts Profile pane shows the current contact information ViaWest, Inc. All rights reserved. Page 8 of 60 ViaWest Support Center Portal User s Guide [doc id] v

8 4. Other button options are available at the bottom of the each pane: Add New Contact: See the Add New Contact section for the full procedure. Send Password Reset: Click the Send Send Password Reset button. The Sent message appears stating the password has been reset to the selected user s address. The link expires in 3 days. Delete Contact: Removes the selected contact ViaWest, Inc. All rights reserved. Page 9 of 60 ViaWest Support Center Portal User s Guide [doc id] v

9 PHONE NUMBERS TAB: To change contact phone information, click the Phone Numbers tab. The Phone Numbers pane shown below appears. 1. Click on the Cell field s dropdown box marker and then click on the type of phone number to be changed. You can change the Home, Work, Cell, Fax, and/or Pager phone numbers. 2. In the Phone field, type the new phone number and then press Add. 3. Click Save to save your changes, or Cancel to cancel all changes. Note: Type digits only Area code, prefix and number automatically format. Changing a Phone Number s Priority: For multiple phone numbers in the Phone numbers list shown below, highlight the phone number to be moved. Then, press the UP or DOWN arrow to move the phone number up or down in the list. Note: The ViaWest Network Operations center will call contacts in order of their phone number priority, as established by the account administrator ViaWest, Inc. All rights reserved. Page 10 of 60 ViaWest Support Center Portal User s Guide [doc id] v

10 ViaWest, Inc. All rights reserved. Page 11 of 60 ViaWest Support Center Portal User s Guide [doc id] v

11 ROLES TAB: 1. Click the Roles tab to update the role settings for the selected contact. Choose one or more of the applicable settings: Role Technical Contract Customer Representative/Contractor Billing Description A technical contact is responsible for any technical aspects of your services. This contact is authorized to request technical details on your account as well as changes to technical items, including but not limited to servers, firewalls, switches, routers, cabinets, power, remote hands, etc. A technical contact is a point of escalation for service issues. A contract contact is responsible for contractual issues and obligations on behalf of your account. This contact is authorized to sign ViaWest Order Forms and contractual agreements. Contact may not need to manage the technical aspects of the account however are authorized to make any billing inquiries or changes. A customer representative contact does not fall within the roles above however require permissions on behalf of your account. This contact can be either a direct employee or a third-party service provider/vendor/contractor on your account. A billing contact is responsible for ensuring payment of account invoices. This contact is authorized to request any billing details as well as submit changes or request work on ViaWest, Inc. All rights reserved. Page 12 of 60 ViaWest Support Center Portal User s Guide [doc id] v

12 billing items, including but not limited to services provided, remittance addresses, etc. Shipping A shipping contact is our primary point of contact for handling deliveries, and will be contacted in the event of items arriving at our facilities for your company. 2. When you re finished: Click on Save to save your changes, or Cancel to cancel all changes. CONFIGURATION TAB: Click on the Configuration tab to select or deselect more contact attributes by checking or unchecking the following checkboxes. 1. When you re finished: Click Save to save your changes, or Cancel to cancel all changes. PRIVILEGES TAB: Click the Privileges tab to define the contact s current permissions within the portal, as shown in the following checkboxes: ViaWest, Inc. All rights reserved. Page 13 of 60 ViaWest Support Center Portal User s Guide [doc id] v

13 1. When you re finished: Click on Save to save your changes, or Cancel to cancel all changes. PHYSICAL ACCESS TAB: Click this tab to specify whether or not the selected contact has no physical access, temporary physical access, or permanent physical access to the account s ViaWest Data Center. The default physical access status is None. Physical Access Status Buttons 1. When You re Finished: Click on Save to save your changes, or Cancel to cancel all changes. ADD NEW CONTACT The Add New Contact button at the bottom of the Contacts window allows an account administrator to add one or more new contacts to their account. The Contacts screens provide a snapshot of information related to ViaWest account contacts. The Add new contact option allows you to add the following contact information: Contacts Tab Description Personal Information ViaWest, Inc. All rights reserved. Page 14 of 60 ViaWest Support Center Portal User s Guide [doc id] v

14 Phone Numbers Allows Administrator(s) to change home, work, cell, fax and pager numbers Roles Configuration Allows administrator to assign contact to a Technical, Contract, Customer Representative, Billing, or Shipping role Allows administrator to assign additional contact abilities, such as Support Center login ability, notification abilities, etc. Privileges Allows administrator to grant or deny contact privileges related to ViaWest reports, feedback, My Services, My Online Payment, and many more. These privileges are fully defined in the Privileges pane Physical Access Allows administrator to enable or deny contact access to the account s ViaWest Data Center. 1. Navigate to the homepage at https://supportcenter.viawest.com/. 2. Click Contacts to display its menu options. Then click Manage Contacts. The Contacts window opens to the right as shown below. 3. Click Add New Contact button at the bottom of the Contacts pane. The Contact Profile pane becomes active below the Contacts pane as shown below. Note: The red-bordered fields must be completed. The other fields are optional ViaWest, Inc. All rights reserved. Page 15 of 60 ViaWest Support Center Portal User s Guide [doc id] v

15 PHONE NUMBERS TAB: To add the new contact s phone information, click the Phone Numbers tab. The Phone Numbers pane shown below appears. 4. Click on the Cell field s dropdown box marker, and then click on the type of phone number to be changed. You can change the Home, Work, Cell, Fax, and/or Pager phone numbers. 5. In the Phone: field, add the new phone number, and then press the Add button. 6. When you re finished: Click on Save to save your changes, or Cancel to cancel all changes. Note: Type digits only. Support Center automatically formats the area code, prefix and number ViaWest, Inc. All rights reserved. Page 16 of 60 ViaWest Support Center Portal User s Guide [doc id] v

16 Changing a Phone Number s Priority: For multiple phone numbers in the Phone numbers list shown below, highlight the phone number to be moved. Then, press the UP or DOWN arrow shown below to move the phone number up or down in the list. Note that Via West calls contacts in order of their phone number priority, as established by the account administrator. ROLES TAB: 1. Click on the Roles tab to add the role(s) of the new contact. This opens the following checkboxes: Note: You can also click on the Explain this arrow below the Billing checkbox to display role definitions. 2. When you re finished: Click on Save to save your changes, or Cancel to cancel all changes ViaWest, Inc. All rights reserved. Page 17 of 60 ViaWest Support Center Portal User s Guide [doc id] v

17 CONFIGURATION TAB: Click on the Configuration tab to select more contact attributes by checking or unchecking the following checkboxes: 1. When you re finished: Click on Save to save your changes, or Cancel to cancel all changes. PRIVILEGES TAB: Click the Privileges tab to define the new contact s current permissions within the portal, as described next to the following checkboxes: 2. When you re finished: Click on Save to save your changes, or Cancel to cancel all changes. PHYSICAL ACCESS TAB: Click this tab to specify whether or not the new contact has no physical access, temporary physical access, or permanent physical access to the account s ViaWest Data Center. The default physical access status is none ViaWest, Inc. All rights reserved. Page 18 of 60 ViaWest Support Center Portal User s Guide [doc id] v

18 Physical Access Status Buttons 2. When You re Finished: Click on Save to save your changes, or Cancel to cancel all changes. SEND PASSWORD RESET: Click the Send Password Reset button to send a password reset notice to the new contact. SORT CONTACT PRIORITY This function is related to the contact roles assigned during contact setup. It allows the administrator to prioritize contacts for account contacts in technical, contract, and customer representative roles. Prioritization of technical personnel is a critical task, since in the event of a system malfunction, ViaWest Network Operations contacts your company s technical personnel in the order listed. 1. Navigate to the homepage at: https://supportcenter.viawest.com/. 2. Click Contacts in the menu to open all contact functions. 3. Then, click Sort Contact Priority. The Sort Contact Priority pane opens to the right as shown below. 4. To prioritize, highlight the name to be moved. 5. Press the UP or DOWN arrow to move the name up or down in the list ViaWest, Inc. All rights reserved. Page 19 of 60 ViaWest Support Center Portal User s Guide [doc id] v

19 6. Repeat steps 4 and 5 as required until all prioritizing is done. 7. Click the Submit button below the Sort Contact Priority pane when you re finished ViaWest, Inc. All rights reserved. Page 20 of 60 ViaWest Support Center Portal User s Guide [doc id] v

20 CHANGING MY SETTINGS The Contacts My Settings menu option allows you to update your Password, PIN, Security Questions, , Contact Numbers, and/or Contact Priority as described next: 1. To open the My Settings panes, navigate to the homepage at https://supportcenter.viawest.com/ 2. In the menu, click Contacts, and then click My Settings. 3. The Change Password, Update PIN, Update , Phone Numbers, Call priority, and Security Questions panes appear to the right of the menu. CHANGING YOUR PASSWORD 1. You ll be working in the Change Password and, optionally, Update PIN panes. Enter your current password in the Current Password: field of the Change Password pane. 2. Enter your new password in the New Password: field. As you start entering your new password, the criteria in red shown below will disappear as you satisfy each criterion. Important: All criteria must be satisfied and disappear before you can proceed. 3. Reenter your new password in the Verify Password: field. 4. Click on the Save button in the Change Password pane. A message appears stating the password was saved ViaWest, Inc. All rights reserved. Page 21 of 60 ViaWest Support Center Portal User s Guide [doc id] v

21 Password Criteria Save Button UPDATING YOUR PIN (PERSONAL ID NUMBER): For security reasons, this is recommended: If you forget your password or you call in, ViaWest Network Operations uses your PIN number to verify you are an authorized contact. 1. Enter your new PIN number in the PIN: and Confirm PIN: fields. 2. Then click the Save button. UPDATING YOUR SECURITY QUESTIONS: ViaWest Network Operations will ask you to answer this security question occasionally during login. 1. In the Security Questions pane to the right, you must set up one question. (You can click the down arrow shown below to select other questions.) 2. Enter your answer in the field below the question. Then, click the Save button ViaWest, Inc. All rights reserved. Page 22 of 60 ViaWest Support Center Portal User s Guide [doc id] v

22 UPDATING PHONE NUMBERS: In the Phone Numbers pane, select the contact number type from the dropdown box to the right of the Add new number field. Then type the phone number as one long ten-digit number. Don t bother formatting: the portal formats the number as you type. Then, click the Add button ViaWest, Inc. All rights reserved. Page 23 of 60 ViaWest Support Center Portal User s Guide [doc id] v

23 PRIORITIZING CONTACT NUMBERS: In the Call priority area below the Add new number field, select the phone number to be moved. Then click on the up or down arrow next to the selected phone number. The new phone order saves automatically. UPDATING YOUR ADDRESS: In the Update pane, enter your new address. Then, click the Submit button ViaWest, Inc. All rights reserved. Page 24 of 60 ViaWest Support Center Portal User s Guide [doc id] v

24 SUPPORT These functions allow you to view tickets, create a new ticket, view installations information, and send customer feedback to ViaWest. AUDIT REPORTS This function allows you to view reports on ViaWest s most recent audit performance. TICKETS This function allows you to view recent tickets, sort tickets by column heading, use the Page arrows to see all tickets created by your account, and view ticket details. You can also open a new ticket, add notes to that ticket, and the note to third parties. 1. Navigate to the homepage at https://supportcenter.viawest.com/. Click Support in the menu to open its options. 2. Click Tickets. 3. The Tickets and Ticket Details panes shown below open to the right. Tickets pane column heads are defined next ViaWest, Inc. All rights reserved. Page 25 of 60 ViaWest Support Center Portal User s Guide [doc id] v

25 Click on ticket to view details in the Ticket Details pane. Click arrows to navigate through all of an account s tickets ViaWest, Inc. All rights reserved. Page 26 of 60 ViaWest Support Center Portal User s Guide [doc id] v

26 Ticket ID: Unique Identifier assigned to ticket. Use to get ticket update. Description: Brief description of ticket s issue or request. Type: Status: There are three types: Trouble tickets, Issue tickets, and Provisioning tickets. Trouble and Issue tickets are initiated by the customer. Provisioning tickets are automatically generated by ViaWest in response to customer orders. There are two types: Under Investigation or Incident Resolved. An Under Investigation ticket is considered open (work required); an Incident Resolved ticket is considered closed (ticket resolved or provisioned). Created: Date of creation VIEWING TICKET DETAILS: Click on a ticket to open it in the Ticket Details pane below. SORTING TICKETS: You can sort tickets by column heading by clicking on the column heading. For example, clicking on the Description heading sorts tickets by description. VIEWING ALL ACCOUNT TICKETS: If there is more than 1 page of tickets indicated at bottom left, you can click on the solid arrow next to the page number to list more tickets ViaWest, Inc. All rights reserved. Page 27 of 60 ViaWest Support Center Portal User s Guide [doc id] v

27 Sort tickets by clicking on a column heading ViaWest, Inc. All rights reserved. Page 28 of 60 ViaWest Support Center Portal User s Guide [doc id] v

28 TITLE SEARCH: Click cursor inside Title Search box. Searching starts as soon as you enter letters. Press red X to clear the Title Search box. Search: Enter search query in Title Search box. Press red X to clear Title Search box. i CREATE A NEW TICKET: Click on Open a New Ticket button. 1. The Open a New Ticket window appears. Fill in the Title: and Issue: fields ViaWest, Inc. All rights reserved. Page 29 of 60 ViaWest Support Center Portal User s Guide [doc id] v

29 Title: and Issue: fields Create Ticket button 2. After you re done, click the Create Ticket button at the bottom. Note: For immediate assistance, call one of the Network Operating Center (NOC) phone numbers displayed below the Issue: field. Currently, these phone numbers are: (720) and (866) The Ticket Generated message appears: Press View My Tickets or Create Another (ticket). 4. Pressing View My Tickets reopens the Tickets and Tickets Details panes. If you select your new ticket ViaWest, Inc. All rights reserved. Page 30 of 60 ViaWest Support Center Portal User s Guide [doc id] v

30 at the top of the list, you can change the ticket title, or add a new note. You can also send the note to other contacts within your account. CHANGE TICKET TITLE: Click on the Change Ticket Title button. Enter the new title in the New Title: field, then click the Update Title button. ADD A NEW NOTE: Allows you to append a note or inquiry to the ticket, and send the note to a third party if desired. 1. Click on the Add a New Note button. Enter the note in the New Note: field. 2. To the note, click one or more checkboxes in the To: fields. NOTE TO A THIRD PARTY: Click on one or more checkboxes in the To: fields. Add a New Note Button Write your note here. To: Checkboxes Add Note Button 3. Press the Add Note button. After you press the Add Note button, the following message should appear: Note: You can click the Refresh button to see the note ViaWest, Inc. All rights reserved. Page 31 of 60 ViaWest Support Center Portal User s Guide [doc id] v

31 CREATE NEW TICKET This is the same process as described under Tickets; however, you click Create New Ticket in the Support menu to access it. 1. Navigate to the homepage at https://supportcenter.viawest.com/. In the menu, click on Support to expand it. Then click Create New Ticket. 2. The Create New Ticket window appears. Fill in the Title: and Issue: fields. Title: and Issue: fields Create Ticket button 3. After you re done, click the Create Ticket button at the bottom. Note: For immediate assistance, call one of the Network Operating Center (NOC) phone numbers displayed below the Issue: field. Currently, these phone numbers are: (720) and (866) ViaWest, Inc. All rights reserved. Page 32 of 60 ViaWest Support Center Portal User s Guide [doc id] v

32 4. The Ticket Generated message appears: Press View My Tickets or Create Another (ticket). Note: Pressing View My Tickets reopens the Tickets and Tickets Details panes. If you select your new ticket at the top of the list, you can change the ticket title, or add a new note. You can also send the note to other contacts within your account. CHANGE TICKET TITLE: Click on the Change Ticket Title button. Enter the new title in the New Title: field, then click the Update Title button. ADD A NEW NOTE: Allows you to append a note or inquiry to the ticket, and send the note to a third party if desired. 4. Click on the Add a New Note button. Enter the note in the New Note: field circled in red. 5. To the note, click one or more checkboxes in the To: fields. NOTE TO A THIRD PARTY: Click on one or more checkboxes in the To: field. Add a New Note Button ViaWest, Inc. All rights reserved. Page 33 of 60 ViaWest Support Center Portal User s Guide [doc id] v

33 Write your note here. To: Checkboxes Add Note Button 6. Press the Add Note button. The following message appears: Note: You can click the Refresh button to see the note. GRANT PHYSICAL ACCESS This feature, available only to support center administrators, can be used to authorize access to your environment for a specific, limited, timeframe. It s intended to track access for 3rd party vendors and simplify the process of approving their access. When you click submit after filling in the appropriate information, a new support ticket is created which includes the contractor s name and the timeframe you specified. This ticket is routed to the NOC and will be used when the contactor arrives to the data center to confirm access. S/he must provide a government issued photo ID that matches the name and info you provided in the ticket. Be sure to include any specific access restrictions and/or additional instructions in the Additional Notes field ViaWest, Inc. All rights reserved. Page 34 of 60 ViaWest Support Center Portal User s Guide [doc id] v

34 INSTALLATIONS This support function allows you to view information on scheduled installations and their current status. The Installations pane at the top provides the scheduled installation s start date, installation ID number, responsible Client Relations Manager, and a description of the authorizing provisioning ticket. The Installation Ticket Progress pane below the Installations pane provides the authorizing ticket number, as well as scheduled and completed installation tasks. 1. Navigate to the homepage at https://supportcenter.viawest.com/. 2. Click Support in the menu to open its menu options. 3. Click on Installations. The Installations and Installation Ticket progress panes appear to the right of the menu. The Installations pane provides a list of current provisioning tickets for your account ViaWest, Inc. All rights reserved. Page 35 of 60 ViaWest Support Center Portal User s Guide [doc id] v

35 ViaWest, Inc. All rights reserved. Page 36 of 60 ViaWest Support Center Portal User s Guide [doc id] v

36 TRACKING INSTALLATION PROGRESS: Click on any ticket in the Installations pane. Its ticket number, scheduled tasks, and completed tasks appear in the Installation Ticket progress pane below. Note: The Installations and Installation Ticket progress pane column headings are defined below: j ViaWest, Inc. All rights reserved. Page 37 of 60 ViaWest Support Center Portal User s Guide [doc id] v

37 FEEDBACK Providing customer feedback is important because it helps us to understand your support needs and improve our support site. Important Note: If you have support issues, please send us a new trouble ticket. This feedback form does not go to any support teams. It should only be used to let us know what you think of the Support Center site and how we can make it better. 1. Navigate to the homepage at https://supportcenter.viawest.com/. In the Support menu, click on its down arrow to expand it. 2. Click on Feedback. The Feedback pane appears to the right of the menu. 3. Enter your feedback and click on the Submit Feedback button. Submit Feedback Button ViaWest, Inc. All rights reserved. Page 38 of 60 ViaWest Support Center Portal User s Guide [doc id] v

38 INFORMATION DOCUMENTS This feature is a central location to locate useful documents, such as ViaWest s security overview or shipping waivers. Documents may be downloaded, or viewed directly within the browser depending on their format by clicking the appropriate icons on the right-hand side of the document s description. CLOUD DOCUMENTATION This feature is a collection of documentation based around our cloud product offerings. Information such as how to utilize the available API s as well as register servers for backups can be found here. Documents may be downloaded, or viewed directly within the browser depending on their format by clicking the appropriate icons on the right-hand side of the document s description ViaWest, Inc. All rights reserved. Page 39 of 60 ViaWest Support Center Portal User s Guide [doc id] v

39 MAINTENANCE AND ALERTS These scheduled periodic maintenance functions allow you to: View Mwindows maintenance windows notifications scheduled in response to events impacting multiple clients. These notifications are initiated by ViaWest. View Cwindows maintenance windows notifications scheduled in response to events that impact a single client. Cwindows are initiated by the customer via a trouble ticket or a phone call to the Network Operations Center. Manage alerts VIEWING GENERAL WINDOWS (MWINDOWS) ViaWest maintenance windows, also referred to as Mwindows or Mwins, are utilized for potentially multiple-client impacting events. These windows are regularly scheduled to occur weekly on Wednesday mornings from 12:00am to 6:00am. However, maintenance windows should be scheduled to occur any time they are necessary. Every effort will be made to update our support page in advance of the event, but this may not always be possible and depends on the nature of the situation. Unplanned events will be reported on our support page as soon as pertinent information is available; updates will be posted as troubleshooting and resolution progresses. For a more details and an up-to-date schedule of our maintenance windows please visit https://supportcenter.viawest.com. 1. Navigate to the homepage at https://supportcenter.viawest.com/. Click on Maintenance & Alerts in the menu to expand it. 2. Click General Windows. The General Maintenance Windows, Window Details, and Notes panes open to the right of the menu ViaWest, Inc. All rights reserved. Page 40 of 60 ViaWest Support Center Portal User s Guide [doc id] v

40 2. You can click on one of the Mwindow descriptions to show details and any notes in the Window Details and Notes panes below: Note: Column heading definitions are provided below: Maintenance Windows Column Heading Definitions Window ID: ID number of the Planned Maintenance Task Start: End: Location: Status: Start date/time of Planned Maintenance Task in Military Time: YYYY-MM-DD Zulu Time in Hours: Seconds End date /time of Planned Maintenance Task in Military Time: YYYY-MM-DD Zulu Time in Hours: Seconds Location of Planned Maintenance Scheduled Maintenance or Emergency Maintenance Approval: Green flag = Approved; Red Flag = Approval Pending Description: Description of Planned Maintenance Task ViaWest, Inc. All rights reserved. Page 41 of 60 ViaWest Support Center Portal User s Guide [doc id] v

41 SEARCHING MAINTENANCE WINDOW TITLES 1. Enter a maintenance subject in the Search box. As you type each letter, Support Center Portal updates its search results to match. 2. Click on the red X button to clear your search query. Note: You can also drag the scroll bar at the right to locate all past maintenance windows. Search Box Red X Button ViaWest, Inc. All rights reserved. Page 42 of 60 ViaWest Support Center Portal User s Guide [doc id] v

42 ACCOUNT SPECIFIC MAINTENANCE WINDOWS (CWINDOWS) ViaWest client-specific maintenance windows, also referred to as CWindows or Cwins, are scheduled in response to events potentially impacting a single client. Cwindows are initiated by the customer via a trouble ticket, issue ticket or phone call to the Network Operations Center. 1. Navigate to the homepage at https://supportcenter.viawest.com/. 2. Click on Maintenance & Alerts in the menu to show its options. 3. Click Account Specific Windows 3. The Account Maintenance Windows, Window Details, and Notes panes open to the right of the menu. You can click on a Cwin entry in the Account Maintenance Windows pane to view its details below. Account Maintenance Windows Column Heading Definitions ViaWest, Inc. All rights reserved. Page 43 of 60 ViaWest Support Center Portal User s Guide [doc id] v

43 Window ID: ID number of the Planned Maintenance Task Start: Start date/time of Planned Maintenance Task in Military Time: YYYY-MM-DD format End: Status: End date /time of Planned Maintenance Task in Military Time: YYYY-MM-DD format Scheduled Maintenance or Emergency Maintenance Title Cwindow Title Location Location of Planned Maintenance ViaWest, Inc. All rights reserved. Page 44 of 60 ViaWest Support Center Portal User s Guide [doc id] v

44 SEARCHING ACCOUNT MAINTENANCE WINDOW TITLES: 1. Enter a maintenance subject in the Search box. As you type each letter, Support Center updates its search results to match. 2. Click on the red button to clear your search query. Note: You can also drag the scroll bar at the right to locate all past maintenance windows. MANAGE ALERTS This function allows you to: Update your preferred alert contact methods and Mwindows notifications if you currently receive maintenance window notifications. (Mwindows notifications are sent out by ViaWest to warn of systemwide maintenance events.) or: Specify your preferred alert contact method(s) if you are do not currently receive maintenance window notifications. Current alert recipients can also enable or disable Mwindows notifications. 1. Navigate to the homepage at https://supportcenter.viawest.com/. 2. Click Manage Alerts. The ViAlert Notification Settings and Maintenance Window Notification Settings panes open to the right of the menu. Your ViAlert notification status determines what displays: ViaWest, Inc. All rights reserved. Page 45 of 60 ViaWest Support Center Portal User s Guide [doc id] v

45 UPDATING OR SETTING UP ALERT SETTINGS 1. In the Your phone numbers & addresses: field, click the checkbox next to the preferred alert contact method. 2. Press Update alert settings button. CURRENT ALERT RECIPIENTS ONLY: ENABLING OR DISABLING MWINDOW NOTIFICATIONS The Locations field in the Maintenance Window Notification Settings pane displays a checkbox next to your ViaWest Data Center location. If you wish to receive Mwindows notifications, make sure this box is checked. If it is not checked, click it to check it. Then, press the Update Mwin Notifications button ViaWest, Inc. All rights reserved. Page 46 of 60 ViaWest Support Center Portal User s Guide [doc id] v

46 If the checkbox is checked and you no longer wish to receive MWin notifications, click the box to uncheck it. Then, press the Update Mwin Notifications button. Update Mwin Notifications Button ViaWest, Inc. All rights reserved. Page 47 of 60 ViaWest Support Center Portal User s Guide [doc id] v

47 SERVICES These functions allow you to view the Account Service List. CURRENT SERVICES Clicking this Service menu option allows you to view a list of your current account services. The following information is provided: Order#, Allocated Usage, Price, Domain Info, Service Group, Location Name, and Status. See the procedure for definitions of these terms. 1. Navigate to the homepage at https://supportcenter.viawest.com/. 2. Click Account Service List. The Account information and Services panes appear to the right of the menu. Account information appears in the Account Information pane. Details about the Account Service List appear in the Services pane. Account Services Pane Column Heading Definitions Service ID: Account Service List Order Number Service: Service Description Service Details: Location: Further details regarding the service provided Location of ViaWest Data Center where account is hosted Status: Can be Active or Inactive ViaWest, Inc. All rights reserved. Page 48 of 60 ViaWest Support Center Portal User s Guide [doc id] v

48 COLOCATION DETAILS Clicking this Service menu option allows you to view colocation details if your service is a member of the Colocation Service Group. The following colocation information is provided about your installation in the ViaWest Data Center: Floor, Row, Unit, Subunit, and Combo. ADD SERVICES This feature allows you to order certain products, such as cross-connects, right from your browser. Each product you may order from this interface will walk you through the process of collecting the details that ViaWest needs to provision the service before confirming your order. Please contact your Customer Relationship Manager with any questions on how to use this tool. BILLING These functions allow you to view account invoices, change billing information, or make an account payment. ACCOUNT STATUS/INVOICES The Billing Summary pane allows you to update your company s current billing information. The Invoices pane allows you to view your company s invoice history. 1. Navigate to the homepage at https://supportcenter.viawest.com/. Click Billing in the menu to show all billing options 2. Click on Account Status/Invoices. The Billing Summary and Invoices panes appear to the right of the menu ViaWest, Inc. All rights reserved. Page 49 of 60 ViaWest Support Center Portal User s Guide [doc id] v

49 VIEWING INVOICES: Starting with the most recent, your company s most recent invoices appear in the Invoices pane. Drag the scrollbar to view all invoices. Pay Online Button Update Billing Button ViaWest, Inc. All rights reserved. Page 50 of 60 ViaWest Support Center Portal User s Guide [doc id] v

50 Invoices Pane Heading Definitions Invoice: Unique alphanumerical invoice number Posted: The date the invoice is posted in YYYY/MM/DD military format Amount: The invoice amount in US Dollars (USD) Note: You can drag the scrollbar at the right to display all account invoices. UPDATING ACCOUNT INFORMATION: Click the Update Billing button in the Billing Summary pane. The Create Change Ticket message appears. Click Yes to create a support ticket and have a service representative contact you. Click No to cancel the update. MAKING A PAYMENT: Click the Pay Online button in the Billing Summary pane. The Billing Make a Payment window appears. For full procedures, see the Make a Payment section below: MAKE A PAYMENT You can: Pay with a credit card on file with ViaWest, Make a one-time payment using a credit you enter into the ViaWest system, Update a credit card that s currently on file with ViaWest. 1. Navigate to the homepage at https://supportcenter.viawest.com/. Click Billing in the menu to show the billing options. 2. Click Make a Payment. The Make a Payment window appears to the right of the menu ViaWest, Inc. All rights reserved. Page 51 of 60 ViaWest Support Center Portal User s Guide [doc id] v

51 Payment Options You can: Make a normal payment with a credit card you have on file at ViaWest. Make a one-time credit card payment using a credit card not currently on file with ViaWest. Update a credit card that s currently on file with ViaWest ViaWest, Inc. All rights reserved. Page 52 of 60 ViaWest Support Center Portal User s Guide [doc id] v

52 MAKING A NORMAL PAYMENT 1. Press the Pay with Credit Card on file button. You re done. Note: You must pay the entire current amount due. MAKING A ONE-TIME PAYMENT 1. Enter your credit card information credit card information fields. (See Update /Enter New Credit Card Information below for credit card completion instructions.) 2. Click the Submit one-time button, which becomes highlighted after credit card information is complete. Note: You must pay the entire current amount due ViaWest, Inc. All rights reserved. Page 53 of 60 ViaWest Support Center Portal User s Guide [doc id] v

53 UPDATE/ENTER NEW CREDIT CARD INFORMATION 1. Complete the following fields: Cardholder Name: Enter your name as it appears on the credit card. Credit Card Number: Enter it as one long number without hyphens. Credit Card Expiration Date: Enter this date exactly as it appears on the card Billing Street Address: Enter the billing address supplied for this credit card. This must not be a P.O. Box. Billing Zip Code: Enter the zip code supplied with the billing address. 2. Click the Set Credit Card on File button to save your credit card information ViaWest, Inc. All rights reserved. Page 54 of 60 ViaWest Support Center Portal User s Guide [doc id] v

54 REPORTING SERVICES These functions allow you to view the following reports for your account: Site History report of contact permission changes ViaWest Metrics report of performance-based metrics depending on services acquired. Remote Hands report of allotted and actual usage of the optional Remote Hands service that supports your internal IS / IT team or outside consultant when they are unavailable or during emergencies Bandwidth report of allotted and actual burstable bandwidth at a 95 th percentile level in megabits per second (mbps). CONTACT ADMIN HISTORY This function allows you to view the administrative history log for your account. For administrators, this log creates contact accountability by providing a history of all contact permission changes for the account and thus acts as a security check. 1. Navigate to the homepage at https://supportcenter.viawest.com/. Click Reporting Services to expand its menu options. 2. Click Site History. The Administrative History window appears to the right of the menu for viewing. Administrative History Window Column Headings Definitions are listed below. Note: You can use the scroll bar to view all contact permission changes from the beginning of the account ViaWest, Inc. All rights reserved. Page 55 of 60 ViaWest Support Center Portal User s Guide [doc id] v

55 Administrative History Window Column Headings Definitions Date: Date of permission change in military format (YYYY-MM-DD) Admin: Name of responsible account administrator Note: Permission change information, such as reason for permission change VIAWEST METRICS REPORT ViaMetrics provides access to near real time data through the ViaMetrics website portal at: https://viametrics.viawest.com/. This tool provides easy access to important data, allowing you to see in an instant how your systems are performing today and giving you access to historical data that will help you plan for tomorrow. Notes: 1. Once you log into the ViaMetrics portal, click on the help icon for further information about features and functionality. 2. Performance data is only displayed for devices that are managed and/or monitored by ViaWest. Please contact your Client Relations Manager with any questions. 1. Navigate to the homepage at https://supportcenter.viawest.com/. Click Reporting Services to expand its menu options. 2. Click ViaWest Metrics in the menu. Use your Support Center portal username and password to log into the ViaMetrics Website login screen that appears. 3. Click the Sign In button. 4. The ViaWest Metrics website opens ViaWest, Inc. All rights reserved. Page 56 of 60 ViaWest Support Center Portal User s Guide [doc id] v

56 REMOTE HANDS The optional Remote Hands service supports your internal IS / IT team or outside consultant. Remote Hands becomes active when your IT staff is unavailable and during emergencies. However, Remote Hands is not meant to replace your full-time IT solution. The Remote Hands report displays the current month s allotted Tier 1 Remote Hands hours and the hours actually used. 1. Navigate to the homepage at https://supportcenter.viawest.com/. Click Reporting Services to expand its menu options. 2. Click Remote Hands. The Remote Hands, Remote Hands Usage, and Ticket Details panes appear to the right of the menu. It provides the following: Remote Hands Summary: provides Remote Hands Service hours used and allotted hours for this month Ticket: Ticket IDs of Remote Hands tickets issued 3. You can click on a Ticket ID to display its details in the Ticket Details pane ViaWest, Inc. All rights reserved. Page 57 of 60 ViaWest Support Center Portal User s Guide [doc id] v

57 ViaWest, Inc. All rights reserved. Page 58 of 60 ViaWest Support Center Portal User s Guide [doc id] v

58 BANDWIDTH This function allows you to view your account s current and historical bandwidth usage. ViaWest follows general industry practices for calculating and billing burstable bandwidth at a 95 th percentile level in megabits per second (mbps). Please contact your Client Relations Manager for more details about the 95 th percentile calculation. 1. Navigate to the homepage at https://supportcenter.viawest.com/. Click Reporting Services to expand its menu options. 2. Click Bandwidth. The Bandwidth, 95 th Bandwidth Usage Current Month, and 95 th Percentile of Bandwidth Usage Monthly History panes appear to the right of the menu. Bandwidth Column Headings Definitions ID: Alpha character assigned to identify the bandwidth port 95%: 95 th percentile bandwidth measurement in megabits per second (mbps) for current or past month Month: Month bandwidth measurements were made in MM/YYYY format ID: Bandwidth type, usually B 95%, Mbps Used: Units of 95 th bandwidth used in previous months Contracted Mbps: Maximum number of bandwidth units in megabits per second (mbps) that have been allotted to this account for current or past month Overage: Amount of bandwidth units in megabits per second (mbps) that your account exceeded its allotted bandwidth for current or past month ViaWest, Inc. All rights reserved. Page 59 of 60 ViaWest Support Center Portal User s Guide [doc id] v

59 BACKUP REPORT The Backup Report link is available if you are using our KINECTed Backup solution. ViaWest s KINECTed Backup is based on disk-to-disk technology for fast, secure and reliable backups. From this tool you can review what servers are actively backing up, details about their current backup usage and performance, as well as see a log of their backup and restore activity on a per-server basis. BACKUP POLICY The Backup Policy link is available if you are utilizing our KINECTed Backup solution. ViaWest s KINECTed Backup is based on disk-to-disk technology for fast, secure and reliable backups. The Backup Policy pane displays each server that is set up for backup, the files designated files backup, and any file and/or directory inclusions and exclusions. Note: Please contact the Network Operations Center to update your account s backup policies ViaWest, Inc. All rights reserved. Page 60 of 60 ViaWest Support Center Portal User s Guide [doc id] v

60 V CLOUD ViaWest KINECTed Cloud, a VMware-based V-Cloud Powered platform, provides a dynamic pool of computing, storage, and networking resources without capital expense or ongoing personnel costs. If you are using our KINECTed Cloud, the V Cloud link displays two panes: the top pane displays your V Cloud Organizational units and the bottom pane displays your KINECTed Cloud Usage Details. POWER USAGE The Power Report link is available if you have collocated equipment in one of our datacenters that is collecting power usage information. This page allows you to see each of your circuits, and visualize their current load ViaWest, Inc. All rights reserved. Page 61 of 60 ViaWest Support Center Portal User s Guide [doc id] v

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