Online Service Management Center

Transcription

1 Online Service Management Center 1 / 43

2 Table of contents Introduction... 3 What's New... 3 Getting Help... 5 System Requirements... 5 Video Tutorial... 6 Getting Started... 8 Create an Online Account... 8 Logging In Customer Administrator Account Settings Username Password Guidelines Profile Type FAQs Home Page Notifications Notification History Performance Metrics Performance Graphs Reports Download or Print Reports Tickets Ticket History Create a Ticket Notification Contacts Contact Management Contact Preferences Add Contact Add Distribution List User Accounts Create Sub User Manage Users Set User Permissions Alias Disclaimer / 43

3 Introduction Online Service Management Center (OSMC) was developed as a web-based user interface for Charter Business customers. OSMC provides customers direct access and management control over various pieces of back office or support information including account setup, outage notification, contact management, trouble ticket management, performance metrics and reports. What's New Getting Help System Requirements The Online Service Management Center is provided by Charter for informational purposes only. For full disclaimer, please click here What's New 3 / 43

4 Online Service Management Center Enhancements Home - the home page will offer customers a quick summary view of key information available throughout the application. All sites grouped for the provided account. Tickets open within the last 24 hours Notifications open within the last 24 hours All sites availability status Notifications Ability to search current notifications by site Ability to filter current notifications by event type Performance Metrics Element level metrics. *availability varies based on subscribed product/ service Reports Customer reports which include SLA performance* *availability varies based on subscribed product/service and service agreement Tickets Create a Ticket Add comments to open tickets Track which tickets you have already added a comment to during current session Notification Contacts Contact Management Add/delete contacts Add new distribution lists Contact Preferences 4 / 43

5 Copy duplicate preferences to all sites with one click Assign distribution list or technical contacts to notification schedules User Accounts *requires customer administrator privileges *Manage users *Create/manage sub-user accounts *View which user created sub-users accounts *Assign which sites sub-users can view *Hyper link to user permissions *Set user permissions Assign which sub-users can view service specific content Getting Help On-line Access The on-line user guide is part of the Online Service Management Center (OSMC) application. To launch it, either click the "User Guide" link in the top right of the window or you can click the question mark icon ( ) for tab content specific Help. Printing the User Guide You can download and print a PDF version of the OSMC User Guide. Click here Contact Us For additional information please visit our CharterBusiness Technical support website. System Requirements Online Service Management Center (OSMC) recommended system configuration includes: 5 / 43

6 Browsers Windows XP Windows 7 Windows Vista Internet Explorer 7.0 Yes Yes Yes Internet Explorer 8.0 Yes Yes Yes Internet Explorer 9.0 No Yes Yes Google Chrome 22.0 Yes Yes Yes Safari 5.1 Yes Yes Yes Firefox 15.0 Yes Yes Yes OSMC requires cookies to be enabled on any browser before logging into the Application. A pop-up error message will display if the application detects cookies are disabled Cookies will expire whenever a user logs out, a session times out, or the browser window is closed Video Tutorial 6 / 43

7 To view a video tutorial of Online Service Management Center please click here 7 / 43

8 Getting Started Getting Started with Online Service Management Center (OSMC) requires an online account to be created. You will find instructions and helpful tips in this section to step you through the set up process. Create an online account Logging In Username and Password Guidelines Create an Online Account Creating an online account establishes a new customer administrator account. Only one administrator account per company is allowed. Sub user accounts are added by the customer administrator on the User Accounts / Create User screen. Click on the Create an online account hyperlink to advance to the first steps in creating an account. All fields noted with a * are Required Fields. In order to create a new online customer account, enter the appropriate information in all of the required fields and then click the Validate button. 8 / 43

9 Field Descriptions: Security Code The security code is a 4-digit code used to authenticate a new customer account. This number is generated for the customer's account number in the billing system. The Security Code is listed on the customers billing invoice Account Number This number is provided to the customer by Charter and can be found on a billing invoice Validate button After entering the appropriate information in all of the required fields, clicking on the Validate button validates authenticity and allows the next step of registering your account to be displayed. Cancel button - Cancels the actions and information entered Field Descriptions: User Name Select a unique username following the Charter minimum length and character requirements Password Select a password following the Charter minimum length and character requirements Confirm Password Enter the same password as a confirmation following the Charter minimum length and character requirements Password Strength - based on the password requirements you will be displayed the strength of your chosen password. A weak password will not be accepted. Secret Question- Select a secret question from the drop down menu provided Secret Answer- Enter the answer to the secret question you selected from the 9 / 43

10 drop down menu Contact - Provide a valid contact address that will be used for verification and activation of your new online account Register After entering the appropriate information in all of the required fields, clicking on the Register button completes the steps to create an account. You will receive an confirming your account registration, which request one final step to activate your account using the link provided before gaining access to Online Service Management Center. Example Dear Valued Charter Customer: xxxxx Congratulations on registering with the Charter Communications. Please select the link below to activate your Charter log in (or copy and paste the link into your browser): Your verification value is: xxxxxxxxxx Thank you for choosing Charter. We appreciate your continued business. Logging In The Log In screen is the user's gateway into the Online Service Management Center. If you are do not have an account, click Create an online account to register. All fields noted with a * are required fields. In order to log into the Online Service Management Center, enter the appropriate information in all of the required fields and then click the Log In button. 10 / 43

11 Customer administrator user experience Username For customer administrator users, this will be originally provided by a system administrator. Customer administrator users can click on Forgot Username? for assistance retrieving a forgotten username. Password For customer administrator users, this will be originally provided by a system administrator. Customer administrator users can click on Forgot Password? for assistance retrieving a forgotten password. Billing Zip Code The zip code of the customers billing address in Charters billing system. Customer administrator users are required to enter the zip code upon Log In. The customer administrator user will provide this information to the sub-users that are created. Remember me Username and zip code will be cached Customer sub user experience Username For sub-users created by the customer administrator user, this will be provided by the customer administrator user. Sub-users should refer back to the customer administrator user for forgotten username assistance. Password For sub-users created by the customer administrator user, this will be provided by the customer administrator user. Sub-users should refer back to the customer administrator user for forgotten password assistance. Billing Zip Code The zip code of the customers billing address in Charters billing system. Sub-users are required to enter the zip code upon Log In. The customer administrator user will provide this information to the sub-users that are created. Remember me - Username and zip code will be cached Screen Functionality Remember me Clicking on this box, the Username and Billing Zip Code are saved in a cookie for 72 hours Create an online account Click this link to create a new online account. NOTE: This creates the customer administrator account for the company. Additional users are added by an administrator on the User Accounts / Create User screen. Log In button After entering the appropriate information in all of the required fields, clicking on the Log in button logs the user into the Online Service Management Center. 11 / 43

12 Customer Administrator A customer administrator user must be created by the customer before any additional sub user accounts can be created. This requires a control account number or master account number and security code for registration. The owner of the customer administrator account assumes administrative responsibilities for access and use of Online Service Management Center In addition, the customer administrator is responsible for creating and managing sub user accounts. An administrator user will be able to perform the following duties: Create, modify and delete sub-users Manage permissions for sub-users Create notification contacts Define notification preferences Add distribution lists and technical contacts as notification contacts Perform first line support and basic product kowledge for sub user accounts Interact with Charter Support team for site content updates Sub-user Accounts created by the customer administrator will be able to perform the following duties: View account information based on permissions assigned by the customer administrator Sub Users with assigned admin rights can modify accounts they create, otherwise they can only view accounts. Account Settings The Account Settings menu option in the upper right corner of the screen allows the user to change their password, and security questions. All fields noted with a * are Required Fields. 12 / 43

13 Field Descriptions Old Password - Enter your current password used to access OSMC New Password - Enter a new password following the Charter password guidelines Type New Password Again - Re-enter the same new password selected for confirmation Secret Question - Select one of the choices provided in the drop down menu Secret Answer - Type an answer you can remember in the text box that relates to the question you selected Contact - Enter your personal contact associated with the OSMC username account. Submit button - Clicking on Submit saves the updated information. Reset button - Clicking on Reset will omit any changes on the page Changing your contact If a user changes their at any time within the Account Settings section of Online Service Management Center, you will be requested to re-verify the provided. 13 / 43

14 Username Password Guidelines Usernames for all customer accounts MUST meet the following criteria: Minimum length of six (6) characters. Maximum length of forty (40) characters. Alphanumeric characters (a-z & 0-9). Customers may enter Uppercase characters, but they must be transformed (a.k.a. normalized) to all lower case. Only symbols allowed are.(dot), -(dash) and _(underscore). Must not begin with any symbols. Must not end with any symbols. Must not include consecutive symbols. Passwords for all customer accounts MUST meet the following criteria: Minimum length of eight (8) characters. Maximum length of twenty (20) characters. Alphanumeric characters (a z & A-Z & 0-9). Symbols allowed # $ % ^ & * ( ) _ + ~ - = ` { } [ ] : ; ' <?,. / ) Must include at least 1 UPPER case alphabetic character. Must include at least 1 lower case alphabetic character. 14 / 43

15 Must include at least 1 numeric character. Must not include symbols \ (back slash) or (quotes). Must not be a case insensitive sub-string match with the username, or the phrases: "password", "changeme", "charter", "123", "abc", "zxy" or "default". Profile Type Profile Types are defined based on the services purchased and the sites each user has permission to view within Online Service Management Service Center. A Customer User Account can only have one profile defined (Basic, Expanded, or Unlimited). If a customer has services that fall into multiple profile definitions, we will assign the customer the most liberal profile. For example, if a customer account has Optical Ethernet and MIR services, we would not restrict Optical Ethernet (Unlimited) because they have MIR (Expanded). The customer account would be defined as an Unrestricted profile which displays all attributes or menu options. Below are the profile assignments by service. Profile Type Service Group Service Basic CB Ethernet CB Ethernet (without monitoring) Expanded CB Ethernet CB Ethernet (with monitoring) Expanded Managed Coax Managed Internet Router (with or w/o wireless) Expanded Managed Coax SIP Trunking (Coax) Unlimited Managed Fiber Optical Ethernet Unlimited Managed Fiber Optical Transport Unlimited Managed Fiber Fiber Internet Unlimited Managed Fiber PRI Unlimited Managed Fiber SIP Trunking (Fiber) Unlimited Managed Fiber L3 - VPN FAQs Why are some of my sites missing from the HOME page? If you are a customer administrator user and notice a site is missing from the list please call our support desk and they can assist in adding it to your display. If you are a sub-user and notice a site is missing, please contact your customer administrator user who is responsible for granting site level permissions. Someone else at my company has created an account already, why am I prevented from creating a new account? OSMC allows one master account to be referenced to create an online account as the Administrator user. It is then the responsibility of the Administrator user to create all sub-users under their account. My co-worker can see performance metric graphs but I can't? 15 / 43

16 If you are a sub-user and are missing content tabs or sites, please contact your customer administrator user who is responsible for granting user level permissions. Can I download a report directly to my PC? Using the icons near the top right corner of the window, the user can print or download the report ( ). The report will first open in the format you selected. If you opened a report in CSV, you will see a popup menu asking you to open or save the file. If you opened a report in PDF, you will see a save and print menu bar near the bottom of the page. CSV or Excel popup Menu PDF If you want to save either format to your PC directly, simple click Save and select the location desired. What if I have 5 sites but only see 3 on the HOME page? Users logging in as a customer administrator user and notice a site is missing from the list please call our support desk and they can assist in adding it to your display. If you are a sub-user and notice a site is missing, please contact your customer administrator user who is responsible for granting site level permissions 16 / 43

17 Home Page The Home page presents a dashboard summary of all sites an individual user has permission to view. In addition to a site listing, users will be displayed a summary for notifications, tickets, and general site status.. Page section descriptions Customer Account Information - Sites associated with a user Notifications - you will be displayed a total count for any new notifications since 12:01am of the current day. You can also click on the message as a hyper link to the main notifications page. Tickets - you will be displayed a total count for any new tickets open since 12:01am of the current day. You can also click on the message as a hyper link to the main tickets page. Total Sites Status - An average health status of all sites combined will be displayed. Health is based on open tickets. Field Descriptions Site Details Site Alias - within this column you can left click and edit the site alias to a 17 / 43

18 name that is familiar to your company. If an alias has not been given, you will see Not defined in the row next to the associated Site ID. Site - Site id given by Charter when your service is installed initially. State and City - Physical location of the site within the same row Address - Physical address of the site within the same row Other screen functionality 1. Welcome - displays a greeting to the user logged in 2. Account Settings - allows the user to change their password, and security questions 3. User Guide - a hyper link to the HTML version of online help. A printable PDF version is also available 4. Header navigation bar - displays menus based on the profile type of the user 5. Sorting feature available for Site Alias, Site, State, and City columns 6. Customer Care and CB NOC Support numbers. *Depending on the service installed. CB NOC supported services: PRI, Managed Fiber or CB Ethernet CB Care supported services: Managed Coax (MIR) 18 / 43

19 Users logging in as a customer administrator user and notice a site is missing from the list please call our support desk and they can assist in adding it to your display. If you are a sub-user and notice a site is missing, please contact your customer administrator user who is responsible for granting site level permissions 19 / 43

20 Notifications The Notifications page presents current and historical event information. Maintenance and Outage notifications are identified quickly with unique icons. Current any notifications for open events will be displayed. (Maximum of 50 notifications) Fields Descriptions Event Events will be categorized as Maintenance or Outage Description Brief description of the notification event Site Location with which notification is associated Ticket Number Charter ticket number. Clicking on a specific ticket number displays the detailed Ticket Information for that ticket Open Date Date and time when the ticket was opened. NOTE: This is not the date of the event described by this notification. Screen Functionality Type part of the site name/number in the site search box will filter automatically. You may also select an event type to your filter request. Clicking on the icon to the right of any column header sorts the column in either ascending or descending order. Clicking on a specific ticket number displays the detailed Ticket Information for the ticket Notification History The Notifications History page presents historical event information. Maintenance and Outage notifications are identified quickly with unique icons. 20 / 43

21 History any notifications for past closed events will be displayed. (Maximum of 50 notifications) Fields Descriptions Event Events will be categorized as Maintenance or Outage Description Brief description of the notification event Site Location with which notification is associated Ticket Number Charter ticket number. Clicking on a specific ticket number displays the detailed Ticket Information for that ticket Open Date Date and time when the ticket was opened. NOTE: This is NOT the date of the event described by this notification. Closed Date Date and time when the ticket was closed Screen Functionality The user can filter the notifications on the History tab using the functionality at the top of the window Clicking on the icon to the right of any column header sorts the column in either ascending or descending order. From Earliest date of date range To Latest date of date range Date Type Optionally, choose a type of date on which to filter o Open Date Date that ticket was opened o Closed Date Date that ticket was closed Site Search -Type part of the site name/number in the site search box will filter automatically. Event Type -You may also select an event type to your filter request. Ticket Number Clicking on a specific ticket number displays the detailed Ticket Information for that ticket 21 / 43

22 Performance Metrics The Performance Metrics page presents information regarding site, service, and element level metrics. A summary tab will display all sites and services you have permission to view. Field Descriptions and Functionality Site - Site id given by Charter when your service is installed initially. Click on the drop down menu in the title to filter on one specific site. Click on the Site hyperlink within the column to expand and view all services related to the site. Service - A telecommunication service is the defined capability offered by a Service Provider to enable end user customers to communicate between two or more locations across the provider transport network. Services are grouped by Site. Element - An attribute of a telecommunication service. An attribute provides a portion of the overall functions that, together, constitute a telecommunication service. Port or Elements utilized by the specific service. Elements are grouped by Service Metrics - Click on the ( )icon to view metric graphs and data pertinent to that specific element. If the icon is greyed out it simply means there are no metrics available for that element. Tickets - Click on the ( )icon to view open tickets by site within the manage tickets screen. The site filter automatically sets to display only the tickets for that specific site Reports - Click on the ( )icon to view standard reports for all sites Alias - Clicking the hyperlink opens the alias screen which will allow you to enter an alias name in the text box for a particular site or element Status The status is rolled up to the level that is currently being displayed using the following rules Element Status This is calculated from the Node status and Interface status. Element Status Node Interface Up Up 22 / 43

23 Up Impaired, Operational Down, Unknown, all other status values Down Up Down Service Status The service status is determined from the element status. Service Status Element Status All Green All Yellow Green and Red Green and Yellow All Red Yellow and Red (no green) Site Status The site status is determined from the service status. Site Status Service Status All Green All Yellow Green and Red Green and Yellow All Red Yellow and Red (no green) Performance Graphs The Metrics page presents graphs and interface data information. SLA metrics of Delay, Delay Variation, and Loss will be represented graphically as values relative to a time period. *Graphs and static data varies by subscribed services 23 / 43

24 Field Descriptions and Functionality Metrics - Click on the drop down menu to select from a list of available graphs Duration - Click on the drop down menu to select from a predefined list of date spans Interval - a predefined interval will be used based on the duration selected After selecting the metric options, click the ( ) button to draw the graph. The bottom section of the metric page will display Site specific node information. 24 / 43

25 Reports The Reports page presents a set of standard reports based on the service you subscribe to and your user permissions. All Sites / Elements Report The All sites report displays all elements grouped by site. Sites - Locations which the elements are installed Elements - An attribute of a telecommunication service. An attribute provides a portion of the overall functions that, together, constitute a telecommunication service. Availability Report The Availability report displays a calculation for each site and all services at each site, by month, for the past 12 months if relevant. Sites - Locations with which availability are associated Availability Availability is calculated for all services at a given site. A percentage is displayed only for complete months, thus there is no availability calculation for the current month Calculated as follows: Total Available Minutes = Number of days in the month multiplied by 1,440 Downtime = Sum of Time to Repair time on CIT tickets Total Availability = (Downtime) / divided by (Available Minutes) Note: Availability is calculated on a site level for ALL services combined i.e. Coax, Fiber, PRI etc, would all be included in one percentage for availability if all were installed at the specific site associated. 25 / 43

26 Notifications Received Report The Notification report displays information about the events for each site. The notification will appear in the report for the month in which it was scheduled to close. Data is available for the past 12 months. Sites - Locations with which notifications are associated Event Events can be categorized as Maintenance or Outage. Description Description of the notification event Ticket Number Charter ticket number, which can be clicked on to see more information Open Date Date and time when the ticket was opened. NOTE: This is not the date of the event described by this notification. Closed Date Date and time when the ticket was closed. Tickets History Report The History report displays a summary of the tickets opened for each site for the past 12 months. The ticket will appear in the report for the month in which it was closed or resolved. Site Location with which the ticket is associated User User who opened the ticket Ticket Number Charter ticket number, which can be clicked on to see more information Category - Trouble ticket category the report was classified as when initially created. Open Date Date and time when the ticket was opened Closed Date Date and time when the ticket was closed Time to Repair This value is retrieved from Charter's CIT system and is calculated as the time difference from when the ticket was assigned to a group and when the ticket was closed or resolved. 26 / 43

27 Utilization Per Element Report The Utilization report displays inbound and outbound information for each element for each site by month for the past 12 months. Sites - Location with which the report is associated Elements - An attribute of a telecommunication service. An attribute provides a portion of the overall functions that, together, constitute a telecommunication service. Inbound Utilization Average Minimum Maximum Outbound Utilization Average Minimum Maximum 27 / 43

28 *Customer Reports - Customer reports will display SLA reports and other customer reports if they are available. SLA report represents the performance of the logical circuit Element of the given Charter transport Service. This performance is represent by the SLA metric of Delay, Delay Variation, and Loss. *Availability varies based on service agreement Download or Print Reports Downloading or printing reports can be achieved by clicking one of the icons near the top right corner of the window.( ). The report will first open in the file format you selected. If you open a report in CSV, you will see a popup menu asking you to open or save the file. If you open a report in PDF, you will see a save and print menu bar near the bottom of the page. CSV or Excel popup Menu 28 / 43 PDF

29 If you want to save either format to your PC directly, simple click Save and select the location desired. 29 / 43

30 Tickets The Ticket page displays currently open tickets as well as the ability to create a new ticket. Field Descriptions Open tab The tickets under the Open tab are currently open. Site Location the ticket is referencing User User who opened the ticket Ticket Number Charter ticket number Category -Trouble ticket category the report was classified as when initially created. Open Date Date and time when the ticket was opened Add Comments Closed tab The tickets under the Closed tab have been closed. Site Location the ticket is referencing User User who opened the ticket Ticket Number Charter ticket number Category - Trouble ticket category the report was classified as when initially created. Open Date Date and time when the ticket was opened Closed Date Date and time when the ticket was closed Screen Functionality Create Ticket Clicking on this hyperlink opens the Create Ticket screen Clicking on the icon to the right of any column header sorts the column in either ascending or descending order Search The user may search for keyword within the selected field in the drop down menu. Site User Ticket Number Category 30 / 43

31 Open Date Ticket Number Clicking on a specific ticket number displays the detailed Ticket Information for the ticket Add Comments Icon Clicking on this icon opens a window where the user may enter comments. These comments are visible when clicking on the ticket number to view its details. Ticket History The Ticket history page displays closed tickets as well as the ability to open a new ticket. Field Descriptions Closed tab The tickets under the Closed tab have been closed. Site Location the ticket is referencing User User who opened the ticket Ticket Number Charter ticket number Category - Trouble ticket category the report was classified as when initially created. 31 / 43

32 Open Date Date and time when the ticket was opened Closed Date Date and time when the ticket was closed Screen Functionality Clicking on the icon to the right of any column header sorts the column in either ascending or descending order Search The user may search for keyword within the selected field in the drop down menu. Site User Ticket Number Category Open Date Ticket Number Clicking on a specific ticket number displays the detailed Ticket Information for the ticket Create Ticket Clicking on the hyperlink opens the Create Ticket screen Create a Ticket Create Ticket allows the user to open a new ticket. Once submitted you will be able to monitor it on the Manage Tickets screen and add comments as the issue progresses if needed. NOTE: The user must have been given Tickets permissions in order to use this screen. All fields noted with a * are Required Fields. Field Descriptions Site The sites on which the user has ticketing permissions are displayed in the dropdown Address, City, and State These values are read only and are associated with the selected site Category - Trouble ticket category selected when initially created. Data-Not connect Circuit down Data-Intermittent Connectivity 32 / 43

33 Data-mail, web, DNS Data - Configuration Request Data-other OSMC - Functionality Voice-Circuit down Voice-Can't make calls Voice-Can't receive calls Voice-Other Contact This defaults to the current user's contact information, but is editable. Contact Phone - Enter a valid phone number Charter support can utilize Service Type - Only visible if there are more than one type of service at the site Trouble Description Screen Functionality Submit button After entering the appropriate information in all of the required fields, clicking on the Save button logs submits the ticket Cancel - Clicking on the Cancel button aborts any changes which have not yet been submitted. 33 / 43

34 Notification Contacts The Notification Contacts allows you to add contacts in which Charter Customer Support will utilize for all notification alert events. Contact management - allows the user to manage the contact information for the account. NOTE: The user must have been given Contact Information permissions in order to edit this screen. Contact Preferences - allows the user to maintain the contact preferences for various sites. NOTE: The user must have been given Contact Information permissions in order to edit this screen. Add Contact - allows the user to add new contacts that will be displayed and available on the management and preferences screens. Add Distribution List - allows the user to add new distribution list that will be displayed and available on the management and preferences screens Contact Management The Contact Management page allows the user to manage the contact information for the account. NOTE: The user must have been given Notification Contact permissions in order to edit this screen. Field Descriptions Delete Contacts - check box to select individual contact to remove Contact Type - technical or distribution list contacts are allowed Contact Name - Contact name listed in ascending or descending order Primary Phone - Editable primary phone for individual contact listed 34 / 43

35 Secondary Phone - Editable secondary phone for individual contact listed Contact - Editable for individual contact listed Screen Functionality Select Contacts In order to make any changes on this screen, the Select Contacts checkbox in front on the appropriate row must be checked. Update Clicking the Update button saves the information to Charter's support system. Delete Clicking the Delete button removes the contact from Charter's support system. Reset - Clicking the Reset button aborts any changes that were made on the page. Add New Contact Click on the Add Contact hyperlink to move to the Add Contact page Add Distribution List - Click on the Add Distribution List hyperlink to move to the Add Distribution page Contact Preferences The Contact Preferences screen allows the user to maintain the contact preferences for various sites. NOTE: The user must have been given Notification Contact permissions in order to edit this screen. Field Descriptions Site Details - Site id, customer name and physical address of each customer location Type -Notification categories Trouble Notifications Maintenance Notifications Schedule - time range each selection of coverage will be defined Day Evening Overnight Weekend 35 / 43

36 Phone - contact phone for notifications - contact for notifications Screen Functionality Copy Contact Preference from X to all sites This dropdown allows the user to copy the contact preferences from a single site to all sites. Copy Contact Preferences from x - This dropdown allows the user to copy the contact preferences from one site to another. Trouble Notifications A different contact maybe assigned for Day, Evening, Overnight, and Weekend notifications Phone Select a contact name from this dropdown to assign the contact to be telephoned for Trouble Notifications. Select a contact name from this dropdown to assign the contact to be ed regarding Trouble Notifications or Maintenance Notifications. Submit Clicking on the Submit button saves the information to Charter's support system. Reset Clicking on the Reset button aborts any changes which have not yet been submitted. Add Contact The Add Contact hyperline allows the user to add a new contact to Charter's support system. NOTE: The user must have been given Notification Contact permissions in order to edit this screen. All fields noted with a * are Required Fields. Field Descriptions First Name - Enter the first name of the contact Charter will engage Last Name - Enter the last name of the contact Charter will engage Primary Phone - Enter a valid primary phone number Secondary Phone - Optionally enter a valid secondary phone number Contact - Enter a valid of the contact Charter will engage Screen Functionality Submit - After entering the appropriate information in all of the required fields, clicking on the Submit button saves the information to Charter's support system. 36 / 43

37 Cancel - Clicking on the Cancel button aborts any changes which have not yet been submitted. Add Distribution List The Add Distribution List hyperlink allows the user to add a new contact to Charter's support system. NOTE: The user must have been given Notification Contact permissions in order to edit this screen. Field Description Distribution List - Enter the distribution list as it is stored in your company's provider address book (e.g. Microsoft outlook, Lotus Notes) Screen Functionality Submit button After entering the appropriate information in all of the required fields, clicking on the Submit button saves the information to Charter's support system. Cancel - Clicking on the Cancel button aborts any changes which have not yet been submitted. 37 / 43

38 User Accounts The User accounts page will appear for a customer administrator user and any sub user that has been given administrative permissions. Within this area an administrator can create, modify and delete sub-users and manage permissions for sub-users Create Sub User Manage Users Set User Permissions Create Sub User The Create User page is used by an administrator to create new sub-user accounts. NOTE: The user must have been given User Admin Capabilities permissions in order to use this screen. All fields noted with a * are Required Fields. 38 / 43

39 Field Descriptions and Functionality User Name Select a unique username following the Charter minimum length and character requirements Password Select a password following the Charter minimum length and character requirements Confirm Password Enter the same password as a confirmation following the Charter minimum length and character requirements Password Strength - based on the password requirements you will be displayed the strength of your chosen password. A weak password will not be accepted. Contact - Provide a valid contact address that will be used for verification Sites Select the sites the new user will have permission for User Profile based on the services at the sites permission, a profile type will be displayed. Submit Clicking on the Save button saves the information and creates the new sub-user account Cancel - Clicking on the Cancel button aborts any changes which have not yet been submitted. Once the sub user account is created it will display on the User Permissions page, where content permissions can be assigned. In addition to account details, site locations can be assigned. Manage Users The Manage Users page is used by an administrator to maintain user account sites, passwords and contact s. The administrator may also delete users or create new users from this screen. NOTE: The sub-user must have been given User Administrator Capabilities permissions in order to use this screen. Field Descriptions and Functionality Sites Click on the Sites icon ( ) to select the sites each user will have permission to view. Simply move sites from the left to the right assigned column and select Save 39 / 43

40 Delete User Click on the Delete User icon ( ) to delete a user account. Password Click on the CHANGE hyperlink in order to change the password on a user account. Edit Click on the Edit icon ( ) to edit the contact for a user account. User Permission Click on the User permission icon ( ) to move to the Set up permissions page Status - If for any reason a sub user becomes inactive, the admin can click this hyperlink to re-activate the account Create User Click on the CREATE USER hyperlink to move to the Create User page Submit Clicking on the Save button saves the information Cancel - Clicking on the Cancel button aborts any changes which have not yet been submitted. Set User Permissions The Set User Permissions page allows the administrator user to define the areas of content each sub user will have access to view and/or edit. The column headings represent the area of functionality. Field Descriptions Users - sub users created by the administrator account will be displayed Notifications - Outage, maintenance and performance events Performance Metrics - Aggregate, sites, services and circuit performance information Reports - Standard reports available for viewing and downloading Tickets - View and create support tickets Notification Contacts - Contact management and customized notifications preferences User Accounts - If user account is checked, the sub user can create their own sub user accounts. Sub users can only grant access to content functionality and sites the Administrator has given them access to. 40 / 43

41 Screen Functionality Search - Type all or part of a user name to filter a search Click on the Users heading title to sort list in ascending or descending order Click the permission check boxes in each column to apply access per individual sub user Submit Clicking on the Submit button saves the information for all sub-user accounts Cancel - Clicking on the Cancel button aborts any changes which have not yet been submitted. 41 / 43

42 Alias The Site Alias page provides the ability to optionally apply alias names to specific sites. Screen Functionality Alias Name The alias name can be assigned to create more meaningful client assigned descriptions. Click in the text box and enter any text. This name will appear on any page that reference the Site ID field. Alias names are limited to 30 characters. Save button Click the Save button next to each edited Alias name to save or update the Alias Name Reset - Clicking on the Reset button aborts any changes which have not yet been submitted. 42 / 43

43 Disclaimer While Charter Makes every effort to present accurate and reliable information on this site, Charter does not certify the accuracy of such information, nor does it guarantee its accuracy, completeness, efficacy, or timeliness. Charter assumes no responsibility for consequences resulting from use of the information or for such information contained herein or obtained at linked sites and expressly disclaims all responsibility, liability for damages arising out of use, reference to, reliance on, or performance of such information. Charter specifically disclaims any liability, whether based in contract, tort, strict liability or otherwise, for any direct, indirect, incidental, consequential or special damages arising out of in any way connected with access to or use of this web site or any content, information, materials or services herein. 43 / 43