Support Portal User Guide. Version 3.0

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Rudolf Wilkinson
10 years ago
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1 Support Portal User Guide Version 3.0

2 What is the Coldharbour Support Portal? The Coldharbour Support Portal is a new tool which allows our customers to create or update support requests via the Coldharbour website. The Coldharbour Support Portal will eventually replace the [email protected] method of raising support calls. Benefits of using the Coldharbour Support Portal Automated entry of support logs onto Coldharbour support system avoiding any delays due to manual processing Structured qualification of support requests ensuring more effective prioritisation and more effective processing Ability to automatically provide updates to your support query How to use the Coldharbour Support Portal 1. Accessing the Coldharbour Support Portal There are two ways of accessing the Coldharbour Support Portal Directly via the following URL: This will display the following page: By clicking on the Coldharbour Support Portal link on the front page of the Coldharbour web site: 2. Raising a new support call If you have logged a support call with Coldharbour previously via you will be automatically registered to use the Coldharbour Support Portal.

Benefits of using the Coldharbour Support Portal Automated entry of support logs onto Coldharbour support system avoiding any delays due to manual processing Structured qualification of support

3 To raise a new support request simply enter you address in the New Support Call box on the left side of the screen: Now click on the Submit Support Call button. What if my address is not recognised? If you have not raised a support call with Coldharbour previously via you will need to register with us. Please [email protected] to request access to the Coldharbour Support Portal. Please note: In order to raise support calls via the Coldharbour Support Portal you will need to provide us with a company address. You will now be presented with a form to complete in order to raise a new support log.

Please email supportadmin@coldharbour-systems.co.uk to request access to the Coldharbour Support Portal.

4 The Site and Telephone fields will be pre-filled with the current information on our support system. These fields can be edited, if you wish to update this information. Please fill out the appropriate fields ensuring that all mandatory fields (marked with an * ) are completed. You can add attachments to the support call by clicking on the Add a new file button. Please ensure you have read the disclaimer before you add any attachments.

Please fill out the appropriate fields ensuring that all mandatory fields (marked with an * ) are completed.

5 Once you have completed the form, click the Submit Support Call button. You will be presented with a screen confirming that your request has been submitted and that you will shortly receive an confirming that the support log has been raised. 3. Updating a support call If the support call you wish to update was raised, by yourself, with Coldharbour via you will be able to add additional information to the call. In the Coldharbour Support Portal, enter you address and support reference in the Update Support Call box on the right side of the screen: Now click on the Update Support Call button. You will now be presented with a form to complete in order to update a support log. The Site and Telephone fields will be pre-filled with the current information on our support system. These fields can be edited if you wish to update this information. Please fill out the appropriate fields ensuring that all mandatory fields (marked with an * ) are completed.

Updating a support call If the support call you wish to update was raised, by yourself, with Coldharbour via email you will be able to add additional information to the call.

6 You can add attachments to the support call by clicking on the Add a new file button. Please ensure you have read the disclaimer before you add any attachments. Once you have completed the form, click the Update Support Call button. You will be presented with a screen confirming that your request has been submitted and that you will shortly receive an confirming that the support call has been updated. 4. Hints and tips Accepted file formats o Images:.png.jpeg.jpg.bmp o Text:.doc.docx.txt.pdf.csv o Spreadsheet:.xls.xlsx The Coldharbour Support Portal is compatible with the following browsers and browser versions: o Internet Explorer 7 10 o Google Chrome (latest version) o Firefox (latest version) o Safari (latest version) If you experience any issues when using the Coldharbour Support Portal in any browsers other than those listed above please [email protected]. 5. Any further questions? If you have any further questions or any feedback on the Coldharbour Support Portal please us at [email protected].

You will be presented with a screen confirming that your request has been submitted and that you will shortly receive an email confirming that the support call has been updated. 4.

Perform this procedure when you need to add a recurring payment option, or when you need to change or withdraw it.

Purpose Use this procedure to add, change, or remove recurring payments. Trigger Perform this procedure when you need to add a recurring payment option, or when you need to change or withdraw it. Prerequisites