Olive Customer Support Policy

Size: px
Start display at page:

Download "Olive Customer Support Policy"

Transcription

1 Olive Customer Support Policy March 2015

2 Overview This document provides Olive customers with a description of the support policy of Olive Software. This document will also provide an insight into Olive s Customer Support, our tiered support structure and the various support channels that are in place to manage emergency and non-emergency situations. The Olive Customer Support Department is responsible for all customer technical issues ranging from questions and configuration changes to ongoing production. We strive to deliver the best world class service and solutions to our customers. 2 Olive Software, Inc.

3 Support Structure Your Reader s experience is of paramount importance to both you and Olive. Partnering with your customer service, Olive s support team will provide you with two additional levels of support. Tier 1: End-user support Olive Software does not provide end-user support. Publishers should provide Tier 1 support to their readers directly. Olive has provided a frequently asked questions (FAQ) document to help you get started with questions you may receive regarding Olive s products and services; it can be found at In instances where your technical staff is unable to resolve reader issues, please gather as much detailed information as possible and escalate the issue to Olive Support (Tier 2). Tier 2: Olive Customer Support Olive s Customer Support is available for non-emergency issues 9:00am-6:00pm EST Monday through Friday excluding holidays. Emergency support procedures are detailed below. Reader issues, as well as routine support issues for your publication should be opened in our Support Self Service Portal, which can be found at At the end of implementation, the self-service portal credentials will be sent to the address(es) you provided; additional self-service users can be requested as needed. Once a support ticket has been opened, information exchange will occur via . Information relating to the handling of this communication is provided in the next section Support Channels. Please note, to avoid delays, s should not be sent directly to the Olive resources that assisted you in implementation. Opening a support ticket is the quickest way to get resolution, as it will automatically be routed to the appropriate customer support member. If you do not have, or have forgotten, your self-service portal credentials, please for these now. Your username should be your company address; the system will generate a new password for you if you have forgotten yours (support does not have access to retrieve your current password). Tier 3: Analysis Issues regarding complex problems not resolvable by Tier 2 will be escalated internally within Olive Software. The resolution or feedback will be channeled through the responsible Tier 2 customer support member back to your support team. Olive Software, Inc. 3

4 Support Channels Non-emergency Issues Your initial channel of communication with Olive Customer Support is by opening a support ticket in the self-service portal, which can be found at Your customer support team should open all non-emergency support or information requests through this channel. Olive Customer Support response time is typically within one business day. This method should be used for routine issues such as reader usability problems, skin change requests, non-critical publication errors and feature problems. Thorough information is important to the Customer Support team in order to resolve your issue expediently. This typically reduces the number of s being sent back and forth and ultimately produces a more timely resolution. Helpful information includes: detailed problem description include product and viewing mechanism include URL/site link and login credentials if appropriate screenshots if appropriate OS and browser version is the problem intermittent or consistent Production Issues If you are a SaaS or ASP customer and have a publication production error such as missing or wrong pages, publication not available or missing feed channels, an should be sent to or as assigned to you in implementation with a description of the problem. Response via is typically within an hour. If you perform your own production in-house and have a question/problem, a ticket should be entered in the Support Self Service Portal. Emergency/Critical Issues Olive Customer Support provides an emergency support hotline for critical issues available 24x7. This number should be reserved for publication critical issues and not given to end users. An emergency is defined as any issue that prevents on-line use or availability of your publication. Olive Customer Support Hotline: or Olive Software, Inc.

5 The 24 hour emergency support answer center will work through a calling tree until they make live contact with a support engineer. Typical customer call back will be within two hours. Misuse of the Hotline for issues that are not critical may result in additional fees. Olive Software, Inc. 5

6 Support Self Service Portal URL The Olive Customer Support Self Service Portal can be found at or under the Contact menu on the Olive website. 6 Olive Software, Inc.

7 Login Enter your User Name and Password and click the Login Button. In most cases, your User Name is your company address. If you have forgotten your password, you can click the Forgot your password? link to generate a new temporary password. Olive Software, Inc. 7

8 Home The Home page will provide some simple instructions on using the site, and after you have opened a Case ( Ticket ), you can see My Open Cases for quick access (also accessible through View Cases ). Most likely you will click the Log a Case Tab to enter a new ticket. 8 Olive Software, Inc.

9 Log a Case Thorough information is important to the Customer Support team in order to resolve your issue expediently. This typically reduces the number of s being sent back and forth and ultimately produces a more timely resolution. Type: Problem Feature Request Question PS Project Priority: Critical High Medium Feature of Olive software is not working as documented. New request not currently in system. Believe there is an answer or need to know what to do in a particular situation. Internal use only. Production stops due to product or major feature failure or data corruption. Site is down. All users are impacted. Precludes significant functionality in live operations and no workaround exists. Major Impact. Major feature/product failure; inconvenient workaround or no workaround exists. Impacts many users. Typical response time will be 4 business hours. Minor impact. Minor feature/product failure or Olive Software, Inc. 9

10 Low major feature with convenient or easy workaround. Impacts one or just a few users. Typical response time will be 1 business day. Informational or non-urgent Feature Request. Typical response time will be 2 business days. Product Suite: if known, or can enter in the text description below Client Web Browser: if applicable, or can enter in the text description below Operating System: Windows, Macintoch, Android, Apple ios, Other Subject: REQUIRED Please enter short description Description: Please enter helpful information in this textbox, including as applicable: detailed problem description including product (ODE, OMV, ireader, Tearsheets) and viewing mechanism (desktop, tablet, phone) URL/site link and login credentials if appropriate screenshots if appropriate (add after Summary view) OS and browser version is the problem intermittent or consistent Click the Submit Button to complete the ticket entry. The system then provides a Summary, allows you to add comments or attachments, and suggests possible solutions from our Knowledgebase: 10 Olive Software, Inc.

11 You will also receive a confirmation that your ticket was created. Olive Software, Inc. 11

12 View Cases You can view open or closed cases; click the View Open Cases or View Closed Cases button respecitvely. 12 Olive Software, Inc.

13 Find Solution The Find Solution page will allow you to search or navigate the knowledge base to find possible solutions to your problem quickly. Logout The logout tab will log you out of the Olive Customer Self Service portal and return you to the Olive website. Olive Software, Inc. 13

Support System User Guide

Support System User Guide Support System User Guide The Virtual Office support system provides users with a useful way to submit and track issues and resolutions. This feature- rich system is one more way that VO provides customers

More information

Support Request Ticketing System User Guide

Support Request Ticketing System User Guide Support Request Ticketing System User Guide Prepared by: Last Updated Document Ref: Document Version: Rapid4Cloud March 2016 Support Request Ticketing System User Guide 1.1 Copyright 2016, Rapid4Cloud

More information

NCUSD 203 Campus Portal Login FAQ

NCUSD 203 Campus Portal Login FAQ This document will provide you answers to all of your questions regarding setting up and troubleshooting issues with your Campus Portal Login Account. Please see the list of frequently questions below.

More information

Identity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0

Identity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0 Identity Hub Service Desk Handbook Document Ref: NSWG/MS/SG/v1.0 December, 2014 Version 1.0 Contents 1.0 INTRODUCTION 3 Who is Dataweave? 4 Who is the Dataweave Identity Hub service desk? 4 2.0 HOW DO

More information

IT Quick Reference Guides Using the Online Ticketing System (mysupport)

IT Quick Reference Guides Using the Online Ticketing System (mysupport) IT Quick Reference Guides Using the Online Ticketing System (mysupport) isupport Guides This guide covers using the Online Ticketing System, or mysupport, to submit tickets, browse knowledgebase articles

More information

Contacting Descartes Service Desk

Contacting Descartes Service Desk Version 1 April 2012 Toll Free 800.419.8495 Int l 519.746.8110 info@descartes.com www.descartes.com Table of Contents ABOUT DESCARTES SERVICE DESK... 3 CONTACTING DESCARTES SERVICE DESK... 4 SERVICE DESK

More information

econtrol 3.5 for Active Directory & Exchange Self-Service Guide

econtrol 3.5 for Active Directory & Exchange Self-Service Guide econtrol 3.5 for Active Directory & Exchange Self-Service Guide This Guide Welcome to the econtrol 3.5 for Active Directory and Exchange Self-Service Guide. This guide is econtrol end-users who have been

More information

Sage Estimating. Release Notes Version 13.1

Sage Estimating. Release Notes Version 13.1 Sage Estimating Release Notes Version 13.1 Table of Contents Version 13.1 1 Release Overview 3 Software Changes, Resolved Issues, and Known Issues 3 Support and Assistance 4 Estimating Product Release

More information

QUICK INSTALLATION GUIDE ACTIVATE

QUICK INSTALLATION GUIDE ACTIVATE ACTIVATE ACTIVATE ACTIVATE 1. Activate the business cloud A. Service Activation: You will receive a confirmation e-mail within 2 hours maximum BASE business Cloud: Notification/Notificatie B. Go to https://cdashboard.

More information

Using the jmrdesign Service Desk

Using the jmrdesign Service Desk The jmrdesign Service Desk provides supported client users with a more comprehensive resource and easier to use interface. The jmrdesign Service Desk is designed to increase the efficiency and reduce the

More information

ACT State Testing Online Services Tutorial

ACT State Testing Online Services Tutorial ACT State Testing Online Services Tutorial Back-up Test Supervisor Version Released July, 2009 2009 by ACT, Inc., All rights reserved. Back-up Test Supervisor Online Profile Form Introduction The Back-up

More information

MY HELPDESK - END-USER CONSOLE...

MY HELPDESK - END-USER CONSOLE... Helpdesk User Guide Page 1 Helpdesk User Guide Table of Contents 1 INTRODUCTION... 3 1.1. OBJECTIVES... 3 1.2. END-USER CONSOLE... 3 1.3. SUMMARY OF RESPONSIBILITY... 3 1.4. HELPDESK INCIDENT LIFE CYCLE...

More information

Help Desk Self Service Quick Start Guide

Help Desk Self Service Quick Start Guide Help Desk Self Service Quick Start Guide Introduction Faculty and Staff can submit support tickets via Help Desk Self- Service. This will give users more control over how they submit helpdesk tickets and

More information

Vendor User Accounts managing your NAP User Account

Vendor User Accounts managing your NAP User Account This guide explains how to request and manage your NAP User Account so that you may access Web Status. Topics include: Reactivating an existing NAP User Account Requesting a NAP User Account Managing your

More information

Sophos Mobile Control user help. Product version: 6.1

Sophos Mobile Control user help. Product version: 6.1 Sophos Mobile Control user help Product version: 6.1 Document date: May 2016 Contents 1 About this help...4 2 About Sophos Mobile Control...5 3 Login to the Self Service Portal...6 3.1 First login...6

More information

Hubcase for Microsoft Dynamics CRM Installation and Configuration Guide

Hubcase for Microsoft Dynamics CRM Installation and Configuration Guide Hubcase for Microsoft Dynamics CRM Installation and Configuration Guide 1. Overview... 2 2. Install Hubcase for Dynamics CRM solution... 3 3. Setup and configure your Hubcase membership... 7 3.1. Sign

More information

ELECTRONIC W2 CONSENT PROCESS

ELECTRONIC W2 CONSENT PROCESS ELECTRONIC W2 CONSENT PROCESS These instructions will allow you to retrieve and print your W-2 through the Health Science Center portal, rather than waiting for it to be delivered by the US mail. But before

More information

SJC Password Self-Service System FAQ 2012

SJC Password Self-Service System FAQ 2012 The San Jacinto College Password Self-Service System enables students to reset their password quickly and conveniently online. By utilizing this service, you can change your password and gain access to

More information

Self-Service Password Manager

Self-Service Password Manager WWW.ROSE-HULMAN.EDU/EIT OFFICE OF ENTERPRISE INFORMATION TECHNOLOGY Self-Service Password Manager Rose-Hulman Institute of Technology has implemented a self-service password manager that provides an easy-to-use

More information

Troubleshooting the Campus Mobile Portal

Troubleshooting the Campus Mobile Portal Troubleshooting the Campus Mobile Portal February 2015 This document is intended for restricted use only. Infinite Campus asserts that this document contains proprietary information that would give our

More information

Online Account Opening Customer FAQs

Online Account Opening Customer FAQs Online Account Opening Customer FAQs Q. Why are you offering this new service to customers? A. At United Bank, we always look to identify and implement ways to enhance your banking experience with us whether

More information

HealthInfoNet HELP DESK REFERENCE GUIDE. Revised on 10.16.2014 Page 1 of 26

HealthInfoNet HELP DESK REFERENCE GUIDE. Revised on 10.16.2014 Page 1 of 26 HealthInfoNet HELP DESK REFERENCE GUIDE Revised on 10.16.2014 Page 1 of 26 INSIDE: HealthInfoNet Help Desk Reference Guide Contacting HealthInfoNet (HIN) Determining Priority How to Reach HIN Account Management

More information

PowerSchool. Parent Single Sign-On (SSO)

PowerSchool. Parent Single Sign-On (SSO) PowerSchool Parent Single Sign-On (SSO) K i n g s C a n y o n U n i f i e d 6 7 5 W M a n n i n g A v e, R e e d l e y, C A 9 3 6 5 4 559-3 0 5-7 0 1 0 w w w. k c u s d. c o m Starting with the 2015-2016

More information

We will also make this new system available on your smartphone or tablet using Core Mobile.

We will also make this new system available on your smartphone or tablet using Core Mobile. Ulster Staff Portal Welcome to the new HR Employee Self Service. This is a new secure online system which will provide you with full access to maintain all your personal information such as your home address,

More information

Self Service Portal and 2FA User Guide

Self Service Portal and 2FA User Guide Self Service Portal and 2FA User Guide Accessing Symantec Self Service Portal Self Service Portal (SSP) is a web-based application which you can use to register, test, reset, or remove Symantec VIP credentials.

More information

Table of contents. Self Service Portal - End User Guide. Vencer Group - August 15, 2010 Operational VGP - Welcome to the Self Service Portal.

Table of contents. Self Service Portal - End User Guide. Vencer Group - August 15, 2010 Operational VGP - Welcome to the Self Service Portal. Table of contents Table of contents 1 Overview 2 How to create a Service Request: 2 Logging In 2 Logging a Request 4 Finding and Searching for a request 9 1 of 11 Overview Vencer s Self Service Portal

More information

New Help Desk Ticketing System

New Help Desk Ticketing System New Help Desk Ticketing System Starting Monday, November 30, 2009 at 6 am the University will be going live with their new help desk ticketing system. The website to access the new ticketing system is

More information

Greenway Customer Support SUPPORT POLICIES. To deliver world class client experiences that delight each and every time we interact with our clients.

Greenway Customer Support SUPPORT POLICIES. To deliver world class client experiences that delight each and every time we interact with our clients. Greenway Customer Support SUPPORT POLICIES To deliver world class client experiences that delight each and every time we interact with our clients. INTRODUCTION Customer Support Our Technical Support Center,

More information

Campus Mobile App User Guide

Campus Mobile App User Guide Requirements Campus Mobile App User Guide The following items are required to view information on the Campus Mobile App: An active Campus Portal account. A supported ios (ipad, iphone, ipod Touch) or Android

More information

Incident Logging in Calderdale Service Desk

Incident Logging in Calderdale Service Desk Incident Logging in Calderdale Service Desk Introduction Calderdale Self Service is the web portal access to the IT Service Desk s call management software. All issues and requests raised within the council

More information

User Manual 03/12/2014. A collaborative effort by

User Manual 03/12/2014. A collaborative effort by User Manual 03/12/2014 A USER GUIDE DESIGNED TO HELP CREATE AND MAINTAIN PERSONAL ACCOUNTS IN mynhdoe, THE NH DEPARTMENT OF EDUCATION SINGLE SIGN-ON SYSTEM FOR ACCESSING SECURE APPLICATIONS A collaborative

More information

Web Time Entry. Instructions for Employees

Web Time Entry. Instructions for Employees Web Time Entry Instructions for Employees Introduction: Page 2 Section 1: Login to My Ramapo - Page 3 Section 2: Enter and Submit Time Page 7 The Web Time Entry component of Employee Self Service allows

More information

Kennebec Valley Community College Information Technology Department Service Level Agreement

Kennebec Valley Community College Information Technology Department Service Level Agreement Kennebec Valley Community College Information Technology Department Service Level Agreement 1. Introduction 1.1 Information Technology Department Mission Statement 1.2 Information Technology Department

More information

open windows Open Windows Logging Open Windows Product Support Issues Open Windows Australia Pty Ltd ABN 64007086348

open windows Open Windows Logging Open Windows Product Support Issues Open Windows Australia Pty Ltd ABN 64007086348 open windows Open Windows Logging Open Windows Product Support Issues Open Windows Australia Pty Ltd ABN 64007086348 635 Glenferrie Road, Hawthorn VIC 3122, Australia ph: +61 398195088 fax: +61 398195151

More information

The IT Service Desk is now able to offer a new self-service facility for University staff and students.

The IT Service Desk is now able to offer a new self-service facility for University staff and students. The IT Service Desk is now able to offer a new self-service facility for University staff and students. IT Self Service lets you log your own incidents, more commonly known as calls, directly into our

More information

User Guide for CDC s SAMS Partner Portal. Document Version 1.0

User Guide for CDC s SAMS Partner Portal. Document Version 1.0 User Guide for CDC s SAMS Partner Portal Document Version 1.0 Introduction If you are reading this guide, it probably means that you have been (or will be) invited to register with the SAMS Partner Portal.

More information

Online Payment Frequently Asked Questions

Online Payment Frequently Asked Questions Online Payment Frequently Asked Questions Contents Getting Started... 1 What is the Mutual of Omaha Online Payments website?... 1 When will my payment be processed?... 1 What kind of payments can I make

More information

Customer Self-Service (CSS) For Food Services Division Employees. Food Services CMS Help Desk Phone 213.241.3388

Customer Self-Service (CSS) For Food Services Division Employees. Food Services CMS Help Desk Phone 213.241.3388 Customer Self-Service (CSS) For Food Services Division Employees Food Services CMS Help Desk Phone 213.241.3388 1 Customer Self-Service (CSS) For LAUSD Food Services Employees The following instructions

More information

Schools CPD Online General User Guide Contents

Schools CPD Online General User Guide Contents Schools CPD Online General User Guide Contents New user?...2 Access the Site...6 Managing your account in My CPD...8 Searching for events...14 Making a Booking on an Event...20 Tracking events you are

More information

Support Procedures Last Updated: May 7, 2008

Support Procedures Last Updated: May 7, 2008 Support Procedures Last Updated: May 7, 2008 Table of Contents Support Scope... 1 Support Levels... 2 Web Support vs. Phone Support... 4 Entering a Ticket... 4 How to get support... 5 Requests & Minor

More information

VIVID RESOURCING LTD.

VIVID RESOURCING LTD. VIVID RESOURCING LTD. CONTRACTOR (UMBRELLA COMPANY) FREQUENTLY ASKED QUESTIONS FREQUENTLY ASKED QUESTIONS To help you get an understanding of what Vivid s online timesheet system entails and how it will

More information

TWC WiFi Hotspot Management Portal User Guide

TWC WiFi Hotspot Management Portal User Guide TWC WiFi Hotspot Management Portal User Guide TWC WiFi Hotspot Management Portal User Guide Overview 3 Signing In 4 Navigation 5 Manage TWC WiFi 7 Business Information 8 Free WiFi Access 10 Hotspot Activity

More information

Technical Support System

Technical Support System Technical Support System USER S GUIDE 1 Table of Contents 1.0 GENERAL INFORMATION..3 1.1 System Overview...........4 1.1.1 Objectives...........4 1.1.2 Process Flow..............4 1.1.3 Users...........4

More information

Frequently Asked Questions

Frequently Asked Questions Frequently Asked Questions Contents Frequently Asked Questions...1 Getting Started...2 Creating a Profile...3 Navigating Within Profile...3 Home...4 Managing Properties...5 Managing Payment Accounts...6

More information

Panorama Software Software Maintenance and Technical Support Services Policy

Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Customer Support July 2010 Note: Due to the fast pace of the industry and market conditions, from time to

More information

Guide to the Kofax Customer Portal

Guide to the Kofax Customer Portal Kofax Technical Support April 2015 Contents 1 Introduction... 1 2 Accessing the Portal... 1 2.1 Requesting a Kofax Customer Portal Account... 1 2.2 Requesting a Password Reset... 5 2.3 Requesting your

More information

PROGNOSYS SUPPORT TICKETING SYSTEM MANUAL

PROGNOSYS SUPPORT TICKETING SYSTEM MANUAL A.E. PROGNOSYS SOLUTIONS LTD PROGNOSYS SUPPORT TICKETING SYSTEM MANUAL BUGNET This manual contains 11 pages Contents 1 Introduction 3 1.1 Purpose 3 1.2 Working Hours 3 2 Chapter 2 4 2.1 Section 2.1 Logging

More information

Features and Benefits Comparison Email & Ticketing System FEATURES EMAIL TICKETING SYSTEM

Features and Benefits Comparison Email & Ticketing System FEATURES EMAIL TICKETING SYSTEM The Information Technology Services Department has implemented a new online Ticketing System (4ITSupport End User Portal) to submit requests for technical assistance. The Ticketing System will replace

More information

User Starter Guide. Webtop Set up

User Starter Guide. Webtop Set up User Starter Guide Webtop Set up Welcome to Indian River Networks. This document will help you with your initial login and setting up your account. If you have further questions, please contact us at 1.800.352.1988

More information

MySQL Manager. User Guide. July 2012

MySQL Manager. User Guide. July 2012 July 2012 MySQL Manager User Guide Welcome to AT&T Website Solutions SM We are focused on providing you the very best web hosting service including all the tools necessary to establish and maintain a successful

More information

DIT Online Self Service for Clients

DIT Online Self Service for Clients DIT Online Self Service for Clients Written by: Customer Services Management Division of Information Technology May 2012 Version 1 Copyright 2012 Charles Sturt University No part of this document may be

More information

Winston Salem State Password Management Portal

Winston Salem State Password Management Portal WSSU s new Password Management portal provides a convenient means for students, faculty, and staff to reset your Active Directory password or unlock your account (Active Directory accounts are used to

More information

Welcome to GIFTS Online Mobile... 3

Welcome to GIFTS Online Mobile... 3 Legal Notice The software described in this document is furnished under a license agreement. The software may be used or copied only in accordance with the terms of the agreement. No part of this document

More information

Reporting Relationship Self Service Guide

Reporting Relationship Self Service Guide Reporting Relationship Self Service Guide Reporting Relationship Self Service through My Sac State enables university employees (faculty and staff) to view the name, department and position title for the

More information

Quick Start Guide to Logging in to Online Banking

Quick Start Guide to Logging in to Online Banking Quick Start Guide to Logging in to Online Banking Log In to Internet Banking: Note: The first time you log in you are required to use your Customer ID. Your Customer ID is the primary account holder s

More information

MCBDirect Corporate Logging on using a Soft Token

MCBDirect Corporate Logging on using a Soft Token MCBDirect Corporate Logging on using a Soft Token Document issue: 2.1 Date of issue: September 2014 Contents About Soft Token authentication... 3 Logging onto MCBDirect Corporate online banking... 4 Soft

More information

Online Valuation Portal User Guide

Online Valuation Portal User Guide Online Valuation Portal User Guide Online User Guide Logging in for the first time This guide is designed to help explain how to login in to our updated Online Client Portal. If you are unable to login

More information

Maryland MESA Database School Coordinators Login and Registration Training Handout

Maryland MESA Database School Coordinators Login and Registration Training Handout Maryland MESA Database School Coordinators Login and Registration Training Handout The following information will assist users in creating a user profile in the database, managing student profiles for

More information

SIS Help Desk Process Version 1.3

SIS Help Desk Process Version 1.3 14 February 2013 Version Control Version Date Author Comments 1.0 23-Sept-2011 Alex Smith Version 1.0 1.1 29-Sept-2011 Alex Smith Clarification of the different Case Status 1.2 26-April-2012 Alex Smith

More information

Using YSU Password Self-Service

Using YSU Password Self-Service Using YSU Password Self-Service Using YSU Password Self-Service Password Self-Service Web Interface Required Items: YSU (MyYSU) Directory account, Web browser This guide will assist you with using the

More information

Store & Share Quick Start

Store & Share Quick Start Store & Share Quick Start What is Store & Share? Store & Share is a service that allows you to upload all of your content (documents, music, video, executable files) into a centralized cloud storage. You

More information

Downloading the GAIG Annuity App. Log In Screen. Home Page

Downloading the GAIG Annuity App. Log In Screen. Home Page Downloading the GAIG Annuity App ios users: https://itunes.apple.com/us/app/gaig-annuity/id925743711?ls=1&mt=8 Android users: https://play.google.com/store/apps/details?id=com.gaig.annuity.app.mobile.android.agent

More information

1.0 November 23, 2015 Version for user review

1.0 November 23, 2015 Version for user review Prepared by: Applications Support Help Desk Version: 1.0 Date: November 23, 2015 Disclosure Information The information in this document may not be changed without the express written agreement of both

More information

Guarantee Trust Life Insurance Company. Agent Portal www.gtlic.com. Agent Portal Guide

Guarantee Trust Life Insurance Company. Agent Portal www.gtlic.com. Agent Portal Guide Guarantee Trust Life Insurance Company Agent Portal www.gtlic.com Agent Portal Guide Rev. 3/2014 Table of Contents Log in to Agent Portal... 3 Obtain Quote... 4 Print Quote... 5 Save and Retrieve Quote...

More information

Bucks PSN. Updata Self-Service Portal User Guide. Version 1.0

Bucks PSN. Updata Self-Service Portal User Guide. Version 1.0 Bucks PSN Updata Self-Service Portal User Guide Version 1.0 Updata Infrastructure Ltd Page 2 of 4 The Updata Self-Service Portal The Updata Self-service Portal is a web based online portal which enables

More information

Wave Consulting Support Desk User Guide

Wave Consulting Support Desk User Guide Support Desk User Guide Wave Consulting Support Desk User Guide Date: Wave Consulting Limited 1 st Floor 723-725 Green Lanes Winchmore Hill London N21 3RX Support Desk & Switchboard: 020 7043 9357 Wave

More information

LuxCloud Support Management Process

LuxCloud Support Management Process LuxCloud Support Management Process Document Version 1.0 The Trusted Channel Centric Marketplace Table of contents 1 The LuxCloud Support Process... 3 1.1 Description... 3 1.2 Support Levels... 3 1.2.1

More information

Ready to get started? Click the button below to tell us which account number you currently have:

Ready to get started? Click the button below to tell us which account number you currently have: We re pleased to announce the launch of your new Energy Online Account. As part of an upgrade in our customer care and billing system, all customers will need to re-register in order to use our new online

More information

Track-IT! (ALA Help Desk)

Track-IT! (ALA Help Desk) Track-IT! (ALA Help Desk) Where is TrackIT!? Two (2) Ways to TrackIT! Use the link entitled ITTS Help Desk on the ALA KM home page Open a browser and go to http://help.ala.org Entering a ticket is as easy

More information

MUTUAL OF OMAHA SECURE EMAIL SYSTEM CLIENT/PARTNER USER GUIDE

MUTUAL OF OMAHA SECURE EMAIL SYSTEM CLIENT/PARTNER USER GUIDE MUTUAL OF OMAHA SECURE EMAIL SYSTEM CLIENT/PARTNER USER GUIDE Mutual of Omaha Secure Email Client/Partner User Guide April 2015 TABLE OF CONTENTS INTRODUCTION 3 About this Guide 3 CREATING A MUTUAL OF

More information

User Guide. Delta Controls Single Sign On

User Guide. Delta Controls Single Sign On User Guide Delta Controls Single Sign On This document outlines the new, streamlined login process for Delta Partner web applications using the Delta Controls Passport Single Sign On system. Contents 1

More information

CUSTOMER PORTAL USER GUIDE FEBRUARY 2007

CUSTOMER PORTAL USER GUIDE FEBRUARY 2007 CUSTOMER PORTAL USER GUIDE FEBRUARY 2007 CONTENTS INTRODUCTION 1. Access to the system 2. Case Management 2.1 Create a case 2.2 Review & Access existing cases 2.3 Update a Case 2.4 Resolve and Close a

More information

Banner Human Resources

Banner Human Resources Banner Human Resources Employee Self-Service Users Guide April, 2011 Page 1 Table of Contents OVERVIEW... 3 OBJECTIVES... 3 HOW TO LOG INTO MYRIDER... 4 ACCESS EMPLOYEE INFORMATION... 5 BENEFITS AND DEDUCTIONS...

More information

Using the Help Desk. Logging into Help Desk. Creating a New Help Desk Ticket

Using the Help Desk. Logging into Help Desk. Creating a New Help Desk Ticket powered by Logging into Help Desk 1. Go to http://helpdesk.hslc.org. 2. Login using your username and password. 3. Are you creating a new Help Desk ticket? If yes, see Creating a New Help Desk Ticket.

More information

Dynatrace Support Policy

Dynatrace Support Policy Dynatrace Support Policy Standard Support March 2015 v2 Dynatrace TECHNICAL Support ENGINEERING TEAM The Dynatrace Support team consists of seasoned technical professionals dedicated to helping you optimize

More information

!"#$ Stonington Public Schools Parents Guide for InfoSnap Online Enrollment. for Returning. Students. August. Online Enrollment.

!#$ Stonington Public Schools Parents Guide for InfoSnap Online Enrollment. for Returning. Students. August. Online Enrollment. Stonington Public Schools Parents Guide for InfoSnap Online Enrollment for Returning Students August!"#$ Explains how to complete Returning Student Enrollment forms Online through the PowerSchool Parent

More information

Managed Security Web Portal USER GUIDE

Managed Security Web Portal USER GUIDE Managed Security Web Portal USER GUIDE CONTENTS 1.0 Introduction 4 2.0 Login 4 3.0 Portal Layout 4 3.1 Home Tab 5 3.2 Web Filtering Tab 5 3.3 SSL VPN Users Tab 6 4.0 Web Filtering Administration 7 4.1

More information

Dell Mobile Management. Apple Device Enrollment Program

Dell Mobile Management. Apple Device Enrollment Program Dell Mobile Management Contents Dell Mobile Management 3 Setting up the 3 DMM Device Deployment Program Prerequisites 4 Configure Apple VPP Token in DMM 5 Download Apple VPP Token 5 Assign VPP App Licenses

More information

Magento Enterprise Edition Technical Support Guide

Magento Enterprise Edition Technical Support Guide Magento Enterprise Edition Technical Support Guide AUGUST 2013 Thank you for using Magento Enterprise Edition. Technical support is a vital part of the total Magento Enterprise Edition customer experience.

More information

Elementary Website Management December 2013

Elementary Website Management December 2013 Elementary Website Management December 2013 1 Table of Contents What is WordPress? 3 What is the Website Manager App? 3 What is Google Calendars? 3 What do I use for what? 3 WordPress 4 Logging into the

More information

Cypress Connexion HELP Guide www.cypressconnexion.com

Cypress Connexion HELP Guide www.cypressconnexion.com Welcome to Cypress Connexion your one-stop-shop for accessing and managing your Cypress Communications account online, at your convenience. The following guide will provide you with helpful information

More information

Provider Portal Manual Electronic Claims:

Provider Portal Manual Electronic Claims: Provider Portal Manual Electronic Claims: Site Registration Site Navigation Site Training FAQs Introduction and Overview... 1 Section I Prerequisites... 2 Section II Creating an Account... 2 Section III

More information

Magento Enterprise Edition Customer Support Guide

Magento Enterprise Edition Customer Support Guide Magento Enterprise Edition Customer Support Guide April 2015 Thank you for using Magento Enterprise Edition Customer support is a vital part of the total Magento Enterprise Edition customer experience.

More information

Version PACIFIC GAS AND ELECTRIC COMPANY. Online Supplier Registration System. Supplier User Guide

Version PACIFIC GAS AND ELECTRIC COMPANY. Online Supplier Registration System. Supplier User Guide Version 1 PACIFIC GAS AND ELECTRIC COMPANY Online Supplier Registration System Supplier User Guide C O P Y R I G H T 2 0 0 7-2 0 1 0 B Y C V M S O L U T I O N S, I N C. A L L R I G H T S R E S E R V E

More information

Access and Login. Single Sign On Reference. Signoff

Access and Login. Single Sign On Reference. Signoff Access and Login To access single sign on, here are the steps: Step 1: type in the URL: postone.onelogin.com Step 2: Enter your Post student email in the username field Step 3: Enter your Post student

More information

Sophos Mobile Control User guide for Windows Phone 8. Product version: 3.5

Sophos Mobile Control User guide for Windows Phone 8. Product version: 3.5 Sophos Mobile Control User guide for Windows Phone 8 Product version: 3.5 Document date: July 2013 Contents 1 About Sophos Mobile Control...3 2 About this guide...4 3 Login to the Self Service Portal...5

More information

Web Help Desk - EASD Technology Support

Web Help Desk - EASD Technology Support Web Help Desk - EASD Technology Support EASDʼs Technology Services department has instituted a new tech request database system called Web Help Desk. This help desk system will now allow staff members

More information

Service Description for Avaya Messaging Service Release 1.0 A hosted Software-as-a-service offering

Service Description for Avaya Messaging Service Release 1.0 A hosted Software-as-a-service offering Service Description for Avaya Messaging Service Release 1.0 A hosted Software-as-a-service offering Effective Date: October 2013 1 Table of Contents 1 SERVICE TERMS... 5 1.1 Term of Service... 5 1.2 Service

More information

https://weboffice.edu.pe.ca/

https://weboffice.edu.pe.ca/ NETSTORAGE MANUAL INTRODUCTION Virtual Office will provide you with access to NetStorage, a simple and convenient way to access your network drives through a Web browser. You can access the files on your

More information

Cooper Software Limited

Cooper Software Limited Cooper Software Limited Cooper Software Helpdesk User Guide Publish Date: 02 July 2013 Copyright Notice This document contains proprietary information belonging to Cooper Software Limited may neither be

More information

Online Payment Center T-Mobile User s Guide

Online Payment Center T-Mobile User s Guide Online Payment Center T-Mobile User s Guide Table of Contents Introduction... 3 Features... 3 Getting Started... 4 Starting Qpay Online Payment Center... 4 Login... 4 Changing Your Password... 5 Navigating...

More information

Monash Health Self Service

Monash Health Self Service Monash Health Self Service Table of Contents Monash Health Self Service Password Reset \ Account Unlock via a Non-Monash Workstation... 2 Monash Health Self Service Password Reset \ Account Unlock via

More information

UniDesk Self Service Portal (SSP) User Guide

UniDesk Self Service Portal (SSP) User Guide UniDesk Self Service Portal (SSP) User Guide Logging into the SSP The SSP is available via the Service Desk page on the ISD Website. Only current staff and students can use the SSP. Use of a protected

More information

WV I/DD Waiver Program Personal Options Web Portal Instructional Manual for Employees Online Registration

WV I/DD Waiver Program Personal Options Web Portal Instructional Manual for Employees Online Registration Welcome to the PPL Web Portal for Employees How do I register online? This document will explain how to set up your Username and Password so that you can begin using the PPL Web Portal. Once you are registered

More information

Section 1 Using the Support Center

Section 1 Using the Support Center DBA SOFTWARE SUPPORT ORIENTATION DOCUMENT Last Revised: June 2012 Introduction Hello and thank you for your purchase of DBA, we welcome you as a customer. This document was prepared by the DBA Technical

More information

CloudCall for Salesforce- Quick Start Guide. CloudCall for Act! CRM Quick Start Guide

CloudCall for Salesforce- Quick Start Guide. CloudCall for Act! CRM Quick Start Guide CloudCall for Salesforce- Quick Start Guide CloudCall for Act! CRM Quick Start Guide 26/01/2015 Plugin Overview About SYNETY SYNETY is a leading cloud- based software and communications company that develops

More information

IntelliPay Billpay Application Documentation

IntelliPay Billpay Application Documentation IntelliPay Billpay Application Documentation Contents Billpay Introduction First Time Payment (With username and password) First Time Payment (Without username and password) Returning Customer Introduction:

More information

FAQ: UFS Password Self Service System

FAQ: UFS Password Self Service System FAQ: UFS Password Self Service System ICT Services Document compiled by: ICT Services Servicedesk E mail: Servicedesk@ufs.ac.za 051 401 2752 Contents Question 1: How do I change my password?... 2 Question

More information

Using the Service Desk: Self Service

Using the Service Desk: Self Service Using the Service Desk: Self Service Introduction... 2 Desktop and Mobile... 2 Supported web browsers... 2 Supported mobile operating systems... 2 What is Self Service?... 2 What is the Service Catalogue?...

More information

Sophos Mobile Control User guide for Apple ios. Product version: 4

Sophos Mobile Control User guide for Apple ios. Product version: 4 Sophos Mobile Control User guide for Apple ios Product version: 4 Document date: May 2014 Contents 1 About Sophos Mobile Control...3 2 About this guide...4 3 Login to the Self Service Portal...5 4 Set

More information