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1 Customer Portal User Manual 2012 Scott Logic Limited. All rights reserve

2 Contents Introduction... 2 How should I use it?... 2 How do I login?... 2 How can I change my password?... 3 How can I find out if my query has already been answered?... 3 What happens if I don t find what I m looking for in the Knowledge Base?... 4 How can I track my tickets?... 4 How can I submit a ticket?... 5 How do I get new releases?... 6 What if I need something else?

3 Introduction The ShinobiControls Customer Portal provides our customers with online access to product support. It currently offers customers the following functionality: Access to our knowledge base of frequently asked questions The ability to raise tickets and review progress on existing support tickets Access to new versions of the licensed components In addition, we intend to continue improving the Customer Portal and add new features as needed. How should I use it? Whenever you have a query, you can use the Customer Portal by following the steps below: 1. Login to the Customer Portal using the credentials sent to you by 2. Search the Knowledge Base to see if your query has already been answered 3. If you didn t find an answer to the Knowledge Base, then you can submit a ticket. We will be immediately informed of your query and respond to it as soon as possible. 4. If we need more information or if we submit a reply to your query, you will automatically receive an notifying you about the ticket update. 5. When your query has been resolved, the ticket will be closed but you can still access it from the Customer Portal. You can still send us a direct to or through our webform but it enables our workflow to do it through the Customer Portal and you can also keep track of your tickets. How do I login? Upon purchasing a license for a ShinobiControls product with support option, a welcome will be sent to you from our Customer Portal containing your username and password. You can then visit the Customer Portal Login page ( ), insert your credentials and click the Sign in button. If for any reason you have not yet received your credentials please send an to 2

4 If you have forgotten your password, you can click on the Forgot Password button. In the pop up window that appears, you just need to enter your address and an will be sent to you shortly containing a new password. How can I change my password? In order to change your password, click on the My Settings link on the top right corner of the page. In the pop up window that appears, enter your old Password and specify your new password in the relevant fields. How can I find out if my query has already been answered? The Customer Portal integrates a knowledge base of frequently asked questions. By default, the knowledge base categories and products they relate to are displayed on the right and the more recently created articles on the right. You can filter the articles either by clicking on one of the categories or by using the search functionality on the top of the page. Search functionality is provided for a quick search of the knowledge base. 3

5 What happens if I don t find what I m looking for in the Knowledge Base? If the knowledge base search yielded no results, you can always submit a ticket where you can describe your query in detail. We are immediately notified of your query and will get back to you as soon as possible. How can I track my tickets? All the tickets you have submitted are displayed on the Tickets page. The top table holds tickets that are still in progress and the bottom table indicates tickets which have previously been closed. Each ticket has a status indication. The available statuses are: Open: the default status set upon creation. In Progress: once a member of the ShinobiControls support team picks up your request, the ticket status will be in progress. Also, the Assigned To value, visible in the ticket details, will be updated to the user handling your request. Wait for Response: after an answer has been supplied either asking for more information either containing a possible solution the status will be set to waiting for response this means it s your turn to get involved again! 4

6 Awaiting Component Release: if a release is required in order to resolve an issue (either a bug or a feature request) then the ticket is marked with this status. Closed: once the issue has been resolved and a solution provided, the ticket is closed. The Search functionality appears as a pop up window where you can input your search parameters and hit Search. When you click on a ticket s title, its detail view is displayed. The field Assigned To indicates the ShinobiControls team member that is handling your support query. Below the ticket details, you can view the relevant ticket comments and also post a comment yourself. Usually, the support team will add their replies as comments until an acceptable solution has been found. Every time a comment is added, you will receive an notifying you of the ticket update. Below the comments section, a list of the related attachments appears. Attachments can be useful for sending sample projects related to the ticket. To upload an attachment, simply click on the Choose File button and in the dialog that appears, select the file you wish to upload. 5

7 How can I submit a ticket? In order to add a ticket, click on the Submit a Ticket button. In the page that appears, insert the required information and click save. Field explanation: Title: the ticket subject. Ticket Category: describes the nature of your request. The available values are: Component bug and Technical query. Description: a description of your issue. The more information you can provide us with, the better we can help you. How do I get new releases? We will occasionally release bug fix releases or new feature versions. If you re subscribed to our support service you re entitled to free upgrades and these are provided through the Releases functionality in the Customer Portal. 6

8 Here you can see all of the versions of all the components for which you have a valid support license, including access to a downloadable zip file containing that release. What if I need something else? If you find something that you can t do via the Customer Portal, by all means just send us an to and we ll do our very best to help you further. 7

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