Rocket Software Support Handbook

Rocket Software Support Handbook Version 4.0 April 2016 RTS-0400 UG-0

Contents Notices... 4 Corporate information... 5 List of Figures...6 Browser Compatibility...7 Chapter 1: Rocket Technical Support Overview...8 Rocket Technical Support...8 Commitment to service...8 Chapter 2: Initiating a Rocket Technical Support Case... 10 Rocket Customer Portal overview...10 Before contacting Rocket Technical Support...10 Business Impact...11 Case severity and response goals... 12 Contacting Rocket Technical Support... 13 Emergency response... 14 Chapter 3: Using the Rocket Customer Portal... 15 Registering for a Rocket Customer Portal account...15 Accessing product support and information...15 Logging into the Rocket Customer Portal... 17 Using Rocket Chat... 17 Accessing the Documentation Library... 19 Customer Portal Home page... 20 Creating Cases... 20 Tracking Cases and Issues... 23 Reviewing Case information... 25 Case status... 25 Operations...26 Adding an attachment...26 Adding a comment... 27 Closing Cases... 27 Case Auto Closure process...28 Providing feedback...29 Reopening Cases...31 Changing or escalating Cases...31 Searching for solutions... 32 Downloading product files and fixes...34 Verifying maintenance status... 35 Viewing license keys... 36 Using the Code Generator...37 Modifying your profile... 38 Editing contact information...38 Managing your notification preferences... 38 Setting team security viewing privileges... 40 Setting Case defaults...40 Changing your Rocket Customer Portal account password...41 Creating users... 41 Managing partner accounts... 42 Viewing announcements... 43 Appendix A: Rocket Holiday Schedule... 44 Glossary... 50 2

Contents Index... 51 3

Notices Edition Publication date: April 2016 Book number: RTS-0400 UG-0 Product version: Version 4.0 Copyright Rocket Software, Inc. or its affiliates 2010 2016. All Rights Reserved. Trademarks Rocket is a registered trademark of Rocket Software, Inc. For a list of Rocket registered trademarks go to: www.rocketsoftware.com/about/legal. All other products or services mentioned in this document may be covered by the trademarks, service marks, or product names of their respective owners. Examples This information might contain examples of data and reports. The examples include the names of individuals, companies, brands, and products. All of these names are fictitious and any similarity to the names and addresses used by an actual business enterprise is entirely coincidental. License agreement This software and the associated documentation are proprietary and confidential to Rocket Software, Inc. or its affiliates, are furnished under license, and may be used and copied only in accordance with the terms of such license. Note: This product may contain encryption technology. Many countries prohibit or restrict the use, import, or export of encryption technologies, and current use, import, and export regulations should be followed when exporting this product. 4

Corporate information Rocket Software, Inc. develops enterprise infrastructure products in four key areas: storage, networks, and compliance; database servers and tools; business information and analytics; and application development, integration, and modernization. Website: www.rocketsoftware.com Rocket Global Headquarters 77 4th Avenue, Suite 100 Waltham, MA 02451-1468 USA To contact Rocket Software by telephone for any reason, including obtaining pre-sales information and technical support, use one of the following telephone numbers. Country Toll-free telephone number United States 1-855-577-4323 Australia 1-800-823-405 Belgium 0800-266-65 Canada 1-855-577-4323 China 800-720-1170 France 08-05-08-05-62 Germany 0800-180-0882 Italy 800-878-295 Japan 0800-170-5464 Netherlands 0-800-022-2961 New Zealand 0800-003210 South Africa 0-800-980-818 United Kingdom 0800-520-0439 Contacting Technical Support The Rocket Customer Portal is the primary method of obtaining support. If you have current support and maintenance agreements with Rocket Software, you can access the Rocket Customer Portal and report a problem, download an update, or read answers to FAQs. To log in to the Rocket Customer Portal or to request a Rocket Customer Portal account, go to www.rocketsoftware.com/support. In addition to using the Rocket Customer Portal to obtain support, you can use one of the telephone numbers that are listed above or send an email to support@rocketsoftware.com. 5

List of Figures Figure 1: Rocket Community Bill of Rights... 9 Figure 2: Rocket Product Support home page... 15 Figure 3: Request a Key page... 16 Figure 4: Trial Downloads page...16 Figure 5: Email Support...16 Figure 6: Rocket Customer Portal Login page...17 Figure 7: Documentation Library...19 Figure 8: Customer Portal Home page...20 Figure 9: Sample Case Update Email Notification... 22 Figure 10: My Open Cases page...23 Figure 11: My Closed Cases page... 23 Figure 12: Team Cases page... 24 Figure 13: Team Issues page...24 Figure 14: Case Detail page with link to another issue...24 Figure 15: Case Detail page... 25 Figure 16: Adding attachments to a Case...26 Figure 17: Adding comments to a Case... 27 Figure 18: Closing a Case... 27 Figure 19: Adding comments when closing a Case...28 Figure 20: Customer Satisfaction Survey... 30 Figure 21: Reopening a Case... 31 Figure 22: Solutions tab legal disclaimer...32 Figure 23: Browse Solutions page... 33 Figure 24: Solution ID and Title...33 Figure 25: Solution Search page...33 Figure 26: Search Results window...34 Figure 27: My Downloads page...34 Figure 28: Product downloads...35 Figure 29: Available downloads...35 Figure 30: Maintenance status page... 36 Figure 31: License Keys page...37 Figure 32: Code Generator... 37 Figure 33: Contact Detail page... 38 Figure 34: Manage your subscriptions... 39 Figure 35: Team Security page... 40 Figure 36: Case Defaults page... 41 Figure 37: Change Your Password page...41 Figure 38: Create User page...42 Figure 39: Change Account menu...42 Figure 40: Team Security page... 42 Figure 41: Downloads page...43 Figure 42: Create Case page... 43 Figure 43: Team Cases... 43

Browser Compatibility RCP has been tested and successfully functions on the following browser versions: Internet Explorer version 9.0.811.16421 Firefox version 15.0.1 Google Chrome version 21.0.1180.89 7

Chapter 1: Rocket Technical Support Overview This chapter explains the Rocket Technical Support structure and goals. Rocket Technical Support When you purchase products from Rocket Software, the Rocket Technical Support organization is here to ensure your success with your Rocket Software products. The Rocket Technical Support organization is a unified team of technical support professionals that are dedicated to the various Rocket Software brands. Rocket Technical Support supports multiple brands and products, including a large array of customers ranging from banks, governmental agencies, and major retailers, to small and medium-sized businesses. Commitment to service Rocket Software provides technical support through teams of specialists who are dedicated to the various Rocket Software brands. These teams comprise the Rocket Technical Support organization. The Rocket Commitment Rocket values you as a customer and partner. We are here to ensure your success. We are dedicated to ensuring that every issue you bring to our attention is resolved to your satisfaction, and in a timely manner. Our goal is to provide you with a productive, informative, and positive experience by offering: Rapid 24x7 response for high-impact issues Timely response and resolution for all inquiries Technical expertise and professional courtesy Rocket Customer Support Organization We are a unified, global team of support professionals dedicated to your success. We strive to ensure that you have access to the appropriate expertise when you need it no matter where you are located. Our support professionals are skilled, motivated, and eager to resolve your issues and answer your questions. Our goal is to ensure your satisfaction every time you contact us by: Responding to your requests promptly Consistently setting and meeting expectations, so you never have to guess Continuously improving our service to you through active listening As part of our commitment, we want to hear from you. Do you need to escalate an issue? Have we failed to meet your expectations? Have we exceeded your expectations? We want to know about your experience. We encourage you to send your feedback by clicking Email Support and completing the online form. As part of the Rocket Community, you can expect exceptional service. Please review the Rocket Community Bill of Rights: http://www.rocketsoftware.com/rocket-community-bill-rights 8

Commitment to service Figure 1: Rocket Community Bill of Rights 9

Chapter 2: Initiating a Rocket Technical Support Case Rocket Customer Portal overview The centerpiece of Rocket Technical Support is the Rocket Customer Portal (RCP), which is a secure, easy-to-use web portal that provides a place for you to obtain products, maintenance, documentation, and technical support. The Rocket Customer Portal is your direct link to Rocket s team of technical support engineers and software developers, who strive to provide you with a rapid response, technical expertise, regular communication, and professional courtesy. You can use the Rocket Customer Portal from a secure web browser session. Depending on your permissions, you can access the following functions: Cases: Contact Rocket Technical Support by creating a new Case, or manage your existing Cases. Solutions: Review existing solutions. Downloads: Download products, solutions, and documentation. License Keys: Obtain or retrieve previously generated product license keys. Documentation Library: View existing documentation. Before contacting Rocket Technical Support In order to understand and resolve your Case effectively, it is important that you gather information about the problem you are experiencing before contacting customer support. To help us fulfill your request, prepare the following information before contacting Rocket Technical Support: Description of the issue and your environment Prepare a detailed description of the issue that you are experiencing and specifics of your environment or system configuration. Be as specific as possible in explaining the problem or question. This helps our technical support engineers and developers provide you with the correct solution in a timely fashion. Background information Be prepared to answer the following questions. Enter your answers online when creating a new Case on the Rocket Customer Portal, or have your answers ready when creating a new Case by phone. 10 What levels/versions of software were you running when the problem occurred? Include all relevant information such as the operating system and related products. Has the problem happened before, or is it an isolated incident? What steps led to the failure? Can the problem be re-created? If so, what steps are required? Have any changes been made to the system? Were any messages or other diagnostic information produced? If yes, what were they?

Business Impact Diagnostic information Attach any relevant memory dumps, traces, or error logs to the Rocket Customer Portal Case for review by an engineer. This helps our engineers resolve your problem. Gathering this information is often the most critical step in resolving your software problem. If you are unsure about what documentation is required, you can contact us for assistance in gathering the necessary diagnostic information. Case Severity Determine a severity level if you open a Case through the Rocket Customer Portal. The severity level is determined by how severely your computing system is affected by the software problem. The severity level dictates the initial response time and follow-up notification times that you will receive from Rocket Technical Support. See Case severity and response goals, on page 12 for more information about determining a severity level for your Case. Business impact statement A Business Impact statement is required for all Cases to quantify the severity of the problem. This statement describes the effect that a Case is having on your operations. The Business Impact statement helps provide a business context for the technical problem that Support Engineers are working to resolve. It is important to update the Support Engineer if the Business Impact has changed at any point throughout the lifecycle of the Case. See Business Impact, on page 11 for more information about the business impact of an issue. Business Impact In addition to the technical description of the problem, a Business Impact statement is required to enable Rocket Technical Support to understand the effect that a particular problem is having on your business. Sometimes the impact is obvious, such as when a system is down. At other times, it is not as obvious. The Business Impact statement ensures that an issue that is significantly impacting your business will not be underestimated. When writing a Business Impact statement, consider the following questions and include all information that is applicable to your situation: Is the issue affecting a production system? How many users are affected by the issue? Is a business deadline being impacted? Does the issue directly affect customers or partners of your company? Does the issue directly affect a service that you provide to your customers, partners, or both? Is the issue directly impacting the revenue your company earns? Do you need to work 24x7 together with Rocket until the problem is resolved? Note: You can open a Case anytime if you perceive a problem with your Rocket product, even if there is no significant impact to your business. Review the following examples of Case Business Impact statements: Example 1 Technical description Customer s web servers are running slowly. Business Impact statement Customer takes orders through the Internet. When servers run slowly, they lose orders because their customers lose patience and abandon their transactions. The net effect is that they potentially lose thousands of dollars an hour. 11

Chapter 2: Initiating a Rocket Technical Support Case Example 2 Technical description Customer is getting a printer driver error that does not allow them to print. Business Impact statement Customer is a parcel/document courier service. They have a plane waiting at an airport and it cannot depart because the paperwork cannot be printed. Example 3 Case severity and response goals The Severity level is determined by how severely your computing system is affected by the software problem. You must assign a Severity level to a Case when you report it. The Severity level dictates the initial response time and follow-up notification times that you receive from the Rocket Technical Support team. Initial response times are provided in the following table, and follow-up times are provided in the Severity level definitions. Table 1: Initial response time for Severity level Severity Impact Response Goal* Severity 1 Critical business impact Within one hour Severity 2 Significant business impact Within four business hours Severity 3 Some business impact Within one business day Severity 4 Minimal business impact Within one business day Severity 1 Critical Impact/System Down: A critical business software component is inoperable. You are unable to use the program, which results in a critical impact on your business operations. This condition requires an immediate solution. Severity 1 requires maximum effort support until an emergency fix or bypass is developed and available. Critical situations might require customer and Rocket personnel to be at their respective work locations on an around-the-clock basis. The objective is to provide you relief for the problem within 24 hours and provide a final solution or fix within 7 days. You receive a followup about a Severity 1 Case from Rocket Technical Support within 24 hours. Severity 2 Significant business impact: The program is usable but severely limited. You will receive a followup about a Severity 2 Case from Rocket Technical Support within 5 days. Severity 3 Some business impact: The program is usable with less significant features unavailable. The features unavailable are not critical to your operations. You receive a follow-up about a Severity 3 Case from Rocket Technical Support within 10 days unless another agreement has been decided upon. Severity 4 Minimal business impact: The problem causes little impact on your operations or a reasonable circumvention to the problem has been implemented. 12

Contacting Rocket Technical Support Contacting Rocket Technical Support If you have a current support agreement with Rocket Software, you can contact Rocket Technical Support through the Rocket Customer Portal. Here, you can create a Case to report a problem, download an update, or read answers to FAQs. The Rocket Customer Portal is the primary method of obtaining support. Rocket Technical Support offices are closed on holidays. For a list of Rocket holidays, see Rocket Holiday Schedule, on page 44. Attention: Before you log into the Rocket Customer Portal, review the following legal statement: It is Rocket s policy not to accept any sensitive personally identifiable information (PII) through the Rocket Customer Portal. You (Customer) agree that in using the Customer Portal you will not disclose any PII to Rocket or to any third party through the Portal. You are solely responsible for complying with data security and privacy regulations regarding PII that you disclose. You represent that data you provide to Rocket will not violate third-party rights or applicable law. You grant Rocket a non-exclusive, nontransferable right to copy, store, transmit, and display your data so that Rocket can provide support through the Portal. Rocket is not responsible for transmission or loss of data, other than to maintain commercially reasonable administrative, physical, and technical safeguards for protection of the Portal, which includes your data. For more information about Rocket s Privacy Policy, follow this link: http://www.rocketsoftware.com/company/legal/privacy-policy To log into the Rocket Customer Portal, go to: https://support.rocketsoftware.com. If you do not already have a Rocket Customer Portal account, you can request one by clicking the New User? Register here link on the Rocket Customer Portal home page. If you forget your password, click the Forgot your password? link. Alternatively, you can contact Rocket Technical Support by email or by telephone: Email: support@rocketsoftware.com Telephone: United States Toll free: 1-855-577-4323 Direct: +1-781-577-4323 Canada Toll free: 1-855-577-4323 United Kingdom Toll free: 0800-520-0439 France Toll free: 08-05-08-05-62 Belgium Toll free: 0800-266-65 13

Chapter 2: Initiating a Rocket Technical Support Case Deutschland (Germany) Toll free: 0800-180-0882 Nederland (Netherlands) Toll free: 0-800-022-2961 Direct: +31-(0)786-322-800 Italia (Italy) Toll free: 800-878-295 South Africa Toll free: 0-800-980-818 Australia Toll free: 1-800-823-405 New Zealand Toll free: 0800-003210 Japan Toll free: 0800-170-5464 China Toll free: 800-720-1170 Note: Creating a Case on the Rocket Customer Portal is the recommended method of contacting Rocket Technical Support. Cases are sent directly to the appropriate support team for your product. Other methods might have longer response times. See Creating Cases, on page 20 for instructions on how to create a Case. Emergency response If you experience an emergency or a critical situation, log into the Rocket Customer Portal and create a Severity-1 Case. Then, call the appropriate number for your location, and reference the call number that you just created. If you do not call us, we will still make every effort to call you within one hour after you create your Severity-1 Case. For more information about creating a Case, see Creating Cases, on page 20. Note: If you have difficulty creating a Case on the Rocket Customer Portal, you can request assistance from Rocket Technical Support in one of the alternative methods listed in Contacting Rocket Technical Support, on page 13. 14

Chapter 3: Using the Rocket Customer Portal Registering for a Rocket Customer Portal account If you do not have a Rocket Customer Portal account, you can request one. Go to the Rocket Customer Portal login page and click the New User? Register here link. Complete the online form to request an account. Each entitled customer is provided with at least one Rocket Customer Portal account. Accessing product support and information 1. To access product support and information, go to the Rocket Product Support home page. Figure 2: Rocket Product Support home page 15

Chapter 3: Using the Rocket Customer Portal 2. On this page, you can access resources by clicking the following icons: Log into the Customer Portal: Log into the Customer Portal. For more information, see Logging into the Rocket Customer Portal, on page 17. Documentation: Access all Rocket documentation manuals. For more information about the Rocket Documentation Library, see Accessing the Documentation Library, on page 19. Request a Key: Request an authorization key for product families. Figure 3: Request a Key page You will be required to submit a request form or to log into the Rocket Customer Portal and generate a key with the code generator. The lock icon indicates that logging into the portal is required (in addition to owning the product you selected). For more information about using the code generator, see Using the Code Generator, on page 37. Trial Download: Access all available trial and demo product downloads. Figure 4: Trial Downloads page Support Handbook: Access this Support Handbook. Call Us: Select a country from the pull-down menu, and call the number that is displayed to be connected with a customer care representative who will help you with your inquiry. For more information about calling Rocket Technical Support, see Contacting Rocket Technical Support, on page 13. Live Chat: Live chat with us. For more information about Rocket Live Chat, see Using Rocket Chat, on page 17. Email Us: Even if you do not have active maintenance or Rocket Customer Portal login credentials, you can still contact us by email. Figure 5: Email Support 16 Our Commitment: Read Rocket s Support Commitment. For more information, see Commitment to service, on page 8.

Logging into the Rocket Customer Portal For more resources, click the Find a Solution, Learn, Get Support, or About Rocket links at the top of this page. Logging into the Rocket Customer Portal To log into the Rocket Customer Portal: 1. 2. On the Rocket Product Support home page, click Login to the Customer Portal. Alternatively, select Rocket Customer Portal Login from the Get Support pull-down menu at the top of the page. On the Rocket Customer Portal login page, specify your username and password and click Enter Portal. If you do not already have a Rocket Customer Portal account, you can request one by clicking the New User? Register here link. If you have forgotten your password, click the Forgot your password? link. Figure 6: Rocket Customer Portal Login page To chat with a Rocket Support Representative, click the Chat Now option at the lower right of the page. For more information about Rocket Chat, see Using Rocket Chat, on page 17. Using Rocket Chat Use Rocket Chat to connect with a Rocket Support Representative. To start a live chat with Rocket Chat: 17

Chapter 3: Using the Rocket Customer Portal 1. On the Rocket Customer Portal login page, click Chat Now at the lower right of the page. Note: If a Rocket Support Representative is not available to chat, you will see Chat Offline, leave us a message instead of Chat Now. Click this option to leave a message for Rocket Support. 18 2. On the Welcome to Rocket Chat page, specify your First Name, Last Name, Email Address, and Product Family. Click Submit 3. In the chat window, type your question to the Rocket Support Representative that is assigned to your chat and click Send.

Accessing the Documentation Library 4. When you finish chatting, you can click Download Chat Transcript to download a text file of your chat. Click Exit Chat to end the chat session. 5. Complete the brief survey. Indicate your level of satisfaction with your chat session, and add any comments in the Comments box. Click Submit. If you need further assistance, you can contact a Rocket Customer Advocate. Contact information is displayed after you click Submit. Accessing the Documentation Library Use the Rocket Documentation Library to browse, search, and print documentation for Rocket Software products. The Rocket Documentation Library includes navigation and search tips for finding specific product documentation. To access the Rocket Documentation Library, click Documentation on the Rocket Product Support home page. If you are already logged into the Rocket Customer Portal, click Documentation Library on the Rocket Customer Portal home page. Figure 7: Documentation Library 19

Chapter 3: Using the Rocket Customer Portal Customer Portal Home page The Rocket Customer Portal Home page provides access to all of the functionality available through the Rocket Customer Portal. Perform tasks by clicking the tabs located across the top of this page, and the links in the column to the right on this page. Figure 8: Customer Portal Home page Note: If you create and manage support Cases for partner accounts, you can change the active account to the one for which you want to manage Cases. For more information, see Managing partner accounts, on page 42. Creating Cases When you have multiple issues or requests to report to Rocket Technical Support, ensure that each issue or request is reported in a new Case. Do not include multiple issues in one Case, since this makes it difficult to track progress for each issue, or to escalate an issue if necessary. To create a new Case to report a problem or request a key code: 1. 20 From the Cases tab, click the Create Case link.

Creating Cases You can create a Case on behalf of another user if this option is available on your account. Note: If you are managing partner accounts, you will also see the Create For pull-down menu and the Visible to End User check box. For more information, see Managing partner accounts, on page 42. If you do not have Rocket U2 or Rocket D3 products, then proceed to Step 2. If you have multiple products that include Rocket U2 or Rocket D3 products, then you will be asked if you have a Serial Number/System ID. If you have a Serial Number or a System ID, specify Yes in the Do you have a Serial Number/ System ID? field. A list of valid Serial Numbers/System IDs appears when you begin typing. The Install Site, Product, Platform, and Version information that is associated with the specified Serial Number/System ID populates automatically. Support coverage for the specified Serial Number/System ID is indicated to the right of the Serial Number field with either Support OK or Out of Hours. If you have Rocket U2 or Rocket D3 products exclusively, then you are required to specify a Serial Number/System ID. If you forget your Serial Number/System ID, or you do not have one, contact Rocket Technical Support. For more information, see Contacting Rocket Technical Support, on page 13. 21

Chapter 3: Using the Rocket Customer Portal 2. 3. Provide a brief Summary of your problem or request, and then provide more detailed information in the Description field. Use the pull-down menus to select your Product, the Product Version, and the Case Type for the problem you are experiencing; specify your support system case tracking reference number in the Partner Ref# field; and use the pull-down menus to select the Components that are involved with the problem (if any), the Operating System on which you are experiencing this problem, and the Environment. Note: You can select multiple operating systems for the issue you are reporting, if applicable. You can also select multiple components for your chosen product, if applicable. If the product you selected does not have components, then no components are listed. 4. 5. 6. 7. Select a Severity for the Case. Click the Help icon (?) next to Severity for a pull-down menu with a detailed description of severity levels. See Case severity and response goals, on page 12 for more information about severity levels. Specify a description in the Business Impact field to explain how this issue affects your business operations. This information is required for all severity levels. Click the Help icon (?) next to Business Impact for examples of what to enter for this field. See Business Impact, on page 11 for more information about business impact statements. Specify Subscribers if applicable, by entering the email addresses of other people you want to receive Case updates. Use a comma to separate email addresses, and do not include your own email address. Click Create. When the Rocket Technical Support team sends you an update on a Case, you will receive an email notification. For example: Figure 9: Sample Case Update Email Notification The Subject of this email contains the Case number and Case summary. When you reply to this email, do not remove this information or Rocket Support will not receive your message. When you reply, your comment is sent to Rocket and the Case is updated automatically. If this email was forwarded to you and then you reply, only your comment is sent. All other email history is removed automatically to ensure that your comment is the focus of the email. 22

Tracking Cases and Issues Tracking Cases and Issues To track Cases and Issues that you have already created: From the Cases tab, click My Open Cases: Figure 10: My Open Cases page Click My Closed Cases to view Cases you have closed: Figure 11: My Closed Cases page 23

Chapter 3: Using the Rocket Customer Portal You can also access Team Cases and Team Issues if you have the necessary permissions: Click Team Cases to view Cases that were created by other members of your company: Figure 12: Team Cases page Note: If you are managing partner accounts, you will also see the Created For column. For more information, see Managing partner accounts, on page 42. Click Team Issues to view and update Cases that were created by other members of your company. Figure 13: Team Issues page When used for your product, the Team Issues page allows you to view and update any Case that were created under your account by any other members of your team. The Case number is displayed in the Case No. column, which allows you to click a Case number to make updates. The Issue No., Issue Type, Issue Status, Updated, Product, Summary, and Fix Version fields display information about the issue but cannot be edited. The Issue Status field indicates whether the issue is Open or Closed. If there is a Fix Version available, then the Fix Version column is updated. When a development issue is linked to your Case, it appears in the Related Issues section of the Case Detail page: Figure 14: Case Detail page with link to another issue 24

Reviewing Case information Reviewing Case information To review the details of your Cases: 1. 2. From the Cases tab, click My Open Cases. Select a Case from the list of open Cases. The Case Detail page is displayed, which allows you to review information for the Case: Figure 15: Case Detail page To edit information, click the text you want to change. For more information, refer to Changing or escalating Cases, on page 31. Note: The 24x7 Support check box is selected if this level of support is a part of your support agreement. If the 24x7 Support check box is selected, then you are entitled to 24x7 emergency support for the selected product. Case status The Status field displays the current status of a Case, and has one of the following values: New The Case was created through the Rocket Customer Portal, but a Rocket Technical Support engineer has not yet been assigned. Open The Case has been assigned to a Rocket Technical Support engineer. Support The Rocket Technical Support team is researching your Case. 25

Chapter 3: Using the Rocket Customer Portal Development The Case is being reviewed by Rocket Development resources. Customer Rocket Technical Support is awaiting your response to the Case. Planned for Fix A fix has been identified, and it is in Rocket Development. Solution Given A solution has been offered to you, and Rocket Technical Support is awaiting confirmation from you that the Case can be closed. Closed The Case has been closed. Operations The Operations area displays the actions that you can perform on this Case. Close Case Click this button to close the Case. If someone closes an unresolved Case, it is helpful to know the reason why the Case was closed and how it was resolved. The resolution might be used as an update to the Rocket Software knowledge base. Reopen Case Click this button to reopen a previously closed Case. When a Case is resolved and the status is Closed, you must provide a reason as to why this Case is being reopened. We recommend that customers create a new Case if it is a new issue that sounds similar to the closed one. Unless the same issue is happening again, we recommend a new Case. Adding an attachment Use the Attachments area to attach screen captures, memory dumps, or other relevant files to the Case. To add an attachment to this Case: 1. Click Add Attachment. Figure 16: Adding attachments to a Case 2. Enter an Archive name. The default archive name is case number_current time in milliseconds. File(s) are compressed. Note: Only five files can be selected at a time. To add more files, repeat this operation. 3. 26 Click File to browse to the location of your screen capture, memory dump, or other file.

Adding a comment 4. 5. Type a Description of the attachment. Click Attach File. Adding a comment You can add comments to update an existing Case, request an update from Rocket Technical Support, or respond to an email from Rocket Technical Support. To add a comment to this Case: 1. Click Add Comment. Figure 17: Adding comments to a Case 2. In the Comment window, type your comments and click Add Comment. Closing Cases From the Case Detail page, you can close a Case by clicking Close Case. Alternatively, you can follow these steps: 1. 2. From the Cases tab, click My Open Cases. Click the Close icon to the right of the Case in the list that you want to close: Figure 18: Closing a Case A confirmation window appears, asking you to confirm that you want to close the issue. 27

Chapter 3: Using the Rocket Customer Portal 3. Select OK to proceed or Cancel to cancel the request. If you select OK, the Comment window appears, which allows you to add comments to indicate why you are closing the Case. Figure 19: Adding comments when closing a Case 4. Enter comments and click Close Case. The Case is then closed. The closed Case appears on the My Closed Cases page. When you close the Case, you will receive an email that notifies you that you closed a Case. You will also receive another email that contains a link to a Customer Satisfaction Survey. Note: If you close multiple Cases in 24 hours, you will not receive multiple Customer Satisfaction Survey emails, but you can go to the Rocket Customer Portal and complete a survey for a closed Case at any time. Select a Case from the Closed Cases page to complete a survey for it. See Providing feedback, on page 29 for more information about completing this survey. Case Auto Closure process The Case Auto Closure Process is automatically triggered when a Case that is in Customer status or Solution Given status is not updated in 7 days. If this happens, you will receive the following notifications: 1. An initial email is sent from Rocket notifying you that Rocket Technical Support is awaiting your response to a Customer status or Solution Given status Case, and you have not responded in 7 days: We updated your case 7 days ago. Do you have additional questions? You can reply to this message. There will be another reminder in 7 days if the case remains unchanged. 2. After an additional 7 days, or 14 days from the initial notification, if you have not yet responded, Rocket sends another email reminding you that you have not yet responded: We updated your case 14 days ago. Do you have additional questions? You can reply to this message. There will be one final reminder in 7 days if the case remains unchanged. 3. After an additional 7 days, or 21 days from the initial notification, if you have not yet responded, Rocket sends another email reminding you that your Case will be closed in 7 days. We updated your case 21 days ago. Do you have additional questions? You can reply to this message. The case will close automatically in 7 days if it remains unchanged. You can always reopen a case by clicking the case Summary field, or from the Rocket Customer Portal at http://support.rocketsoftware.com. 28

Providing feedback 4. After an additional 7 days, or 28 days from the initial notification, if you have not yet responded, Rocket will close your Case and change the Case status to Closed. You will not receive an email reminder. When the Auto Closure service starts, the Case status will change to Auto Closure. When an automated message reminder is sent to you, your Case comment section will be updated automatically. If a Case is closed by the Auto Closure Service, no Customer Satisfaction Survey is sent. Note: Updating a Case through the Rocket Customer Portal will take the Case out of Auto Closure. Replying to the first or second email notification from Rocket about your Case will also take the Case out of Auto Closure. After you receive the third email notification from Rocket, or when your Case has been closed after 28 days, you must log into the RCP to reopen the Case. Providing feedback When you close a Case, you will receive an email that contains a link to a Customer Satisfaction Survey. Complete the Customer Satisfaction Survey to provide feedback about your experience with Rocket Technical Support. To provide feedback by using the Customer Satisfaction Survey: 29

Chapter 3: Using the Rocket Customer Portal 1. Within the Customer Satisfaction Survey email, click the link to the Customer Satisfaction Survey and take a moment to answer the questions. You must answer all questions before you can click Submit. Figure 20: Customer Satisfaction Survey You can select from various radio buttons (Very Satisfied, Satisfied, Neither satisfied nor dissatisfied, Dissatisfied, or Very Dissatisfied) to provide feedback. You can also provide feedback in the Additional Feedback field, and answer the question How likely is it that you would recommend Rocket Software to a friend or colleague by selecting one of the radio buttons from Very Likely to Very Unlikely. If you select a Dissatisfied or Very Dissatisfied radio button, the Do you wish to file a formal complaint? check box appears. If you submit a survey with the Do you wish to file a formal complaint? check box selected, an automated email is sent to the Rocket Technical Support Engineer, his/her 1st level manager, the Vice President of Rocket Technical Support. If you submit a survey with any variation of radio buttons selected, with the exception of the Very Dissatisfied radio button, an automated email is sent to the Rocket Technical Support Engineer and his/her 1st level manager. 2. 30 If you submit a survey with the Very Dissatisfied check box selected, or with the Do you wish to file a formal complaint? check box selected, an automated email is sent to the Rocket Technical Support Engineer, his/her 1st level manager, and the Managing Director of Rocket Technical Support. Optional: To complete a survey for a closed Case: a. Select Closed Cases from the Cases menu. Select the Case for which you want to complete a survey. b. On the Case Detail page, select the Surveyed check box to display the survey, and follow the instructions above to complete it. If the Surveyed check box is already selected, then this indicates that a survey was already completed for this Case and can be viewed but not edited.

Reopening Cases If you closed multiple Cases in 24 hours, you will not receive multiple Customer Satisfaction Survey emails, but you can go to the Rocket Customer Portal and complete a survey for a closed Case at any time. You can also provide general feedback about Rocket Technical Support by sending an email to support@rocketsoftware.com with the subject line "Feedback to Rocket Technical Support Director." This email is sent to the director of Rocket Technical Support. If you do not receive a Customer Satisfaction Survey email after closing a Case, or you did not take the survey when you received the email, you can always return to the portal to take the survey. You can also view a survey that you have already submitted. Reopening Cases From the Case Detail page, you can reopen a Case by clicking Reopen Case. Alternatively, you can follow these steps: 1. 2. From the Cases tab, click My Closed Cases. Click the Reopen icon to the right of the Case that you want to reopen: Figure 21: Reopening a Case Note: Use the reopen function only if you have new information to add to a specific Case that is closed. Otherwise, open a new Case for a new inquiry. 3. The Comment page appears. You are required to add a comment to explain your reason for reopening the Case, including details explaining what has changed since the Case was closed. If this is a new problem, then you must open a new Case. Enter your comments and click the Reopen Issue button at the bottom of the Comment window. The issue is reopened and appears on the My Open Cases page. Changing or escalating Cases To change the details of a Case, or escalate a Case if the issue is persisting without resolution, worsening, or you are not satisfied with the response or assistance you are receiving: 1. 2. From the Cases tab, click the My Open Cases link. Click the Case you want to change or escalate from the list of open Cases. The Case Detail page is displayed, and here you can make changes to the Case. 31

Chapter 3: Using the Rocket Customer Portal a. To edit the current information for Summary, Case Type, Description, Operating System, Severity, Business Impact, Product, Component/s or Subscribers, click the text and make changes. For more information about these fields, see Reviewing Case information, on page 25. b. 3. To save your changes, click OK. To discard your changes, click Cancel. Select the Add Comments link to add comments that explain why you made changes to the Case. If you want to escalate a Case and the severity is set correctly, you can add a comment requesting that the Case be escalated. Upon receipt of such a comment, a support engineer reviews the Case with a support manager and you will receive a reply from the manager. You can also add a comment to request to speak to a support manager who will call you. If you already escalated a Case but are still dissatisfied, you can open a complaint with Rocket Software and someone independent of the support team will review it. Searching for solutions A solution provides a detailed description of a customer s issue and a resolution for the issue. Note: The first time you access the Solutions tab, you must read the legal disclaimer that appears: Figure 22: Solutions tab legal disclaimer Click Agree to proceed to the Solutions knowledgebase, or Do not agree to be redirected to the Home page. From the Solutions tab, use one of the following methods to search for solutions: 32 Click the Browse Solutions link to browse for solutions:

Searching for solutions Figure 23: Browse Solutions page Expand the folders until you find the business area, product, and release for which you are seeking solutions. Click Open All or Close All to expand or collapse all items. When you select an item, a list of Solutions is displayed. Click the ID of the Solution you want to view. Figure 24: Solution ID and Title Click the Solution Search link to search for solutions: Figure 25: Solution Search page Refine your search by specifying a Search Term and selecting an option from the Search Options and/or the Solution Type pull-down menus. Note: If you have a specific ID that you want to search for, type the ID in the Search Term field and select Exact Phrase from the Search Options pull-down menu. Click the Search button to view a list of Solutions. In the Search Results window, click the ID of the Solution you want to view. 33

Chapter 3: Using the Rocket Customer Portal Figure 26: Search Results window Downloading product files and fixes To search for product downloads: 1. Click the Downloads tab to display all products with available downloads: Figure 27: My Downloads page Notes: a. If you are managing partner accounts, you also have the option to select a related account from the Change Account pull-down menu. For more information, see Managing partner accounts, on page 42. b. This feature is not available for Rocket U2 and Rocket Aldon partners through the Rocket Customer Portal. If you are a Rocket U2 partner, go to https://u2tc.rocketsoftware.com for available downloads. If you are a Rocket Aldon partner, go to http://myaldon.rocketsoftware.com/ for available downloads. c. The Downloads page only displays files and fixes for products that you own and are entitled to view. d. If the data you are accessing requires a redirection to our Netherlands-based RCP, then the following message is displayed: 34

Verifying maintenance status 2. Click the name of your product to view all product files and fixes that are available for you to download: Figure 28: Product downloads 3. You can sort data by the ID, Title, Version, or Updated column. Click the ID of the product files you want to access. Available downloads for your selection are displayed: Figure 29: Available downloads 4. You can sort data by the File Name, Size, Description, Type, or Updated column. Click the File Name of an item to download it. Verifying maintenance status To verify a product s maintenance status: 35

Chapter 3: Using the Rocket Customer Portal 1. From the License tab, click Maintenance Status. Figure 30: Maintenance status page 2. 3. For each Product listed, you can find the current maintenance status in the Status column and any other information about that product s maintenance in the Detail column. If Status is Inactive for a product, the Detail column confirms that the maintenance for the product has expired, and it contains a link to renew maintenance. Click this link to renew maintenance. On the Maintenance renewal request page, add a Comment and click Send Request. Note: The product that you selected is already associated with the maintenance renewal request. If you have additional questions or you need clarification from support or order administration, enter your questions in the Comment box. This request is received by Rocket order administration and Rocket Technical Support. Viewing license keys To view information about product license keys: 36

Using the Code Generator 1. From the License tab, click License Keys. Figure 31: License Keys page Note: If you are managing partner accounts, you can also select a related account from the Change Account pull-down menu. For more information, see Managing partner accounts, on page 42. 2. Click the License Type or Product to view more information about each license key. You can sort by License Type, Product, Asset ID, Brand, Start Date, End Date, Quantity, Activated, Adjusted, or Available columns. Note: The License Key feature is not available for all products. You can view license keys only if you have been granted the appropriate permissions by Rocket Customer Support. Using the Code Generator To use the Code Generator: 1. From the License tab, click Code Generator: Figure 32: Code Generator Note: If you are managing partner accounts, you can also select a related account from the Change Account pull-down menu. For more information, see Managing partner accounts, on page 42. 2. 3. Select the Product Code to indicate the product for which you want to generate a key. Click Generate Key. 37

Chapter 3: Using the Rocket Customer Portal A temporary license key is sent to you by email. Note: The Code Generator feature is not available for all products. You can generate new keys only if you have been granted the appropriate permissions by Rocket Customer Support. Modifying your profile Click the My Profile link at the top of any page in the Rocket Customer Portal to: Edit your contact information. Change your email notification preferences. Set team security viewing privileges. Set Case defaults for your product. Change your Rocket Customer Portal account password. Create users. Editing contact information To edit contact detail information: 1. On the My Profile page, click Contact Detail: Figure 33: Contact Detail page 2. 3. Click the text in any of the following fields to edit information: Title, Email, Phone, Mobile, Street Address, City, State, Zip, Country, Time Zone, Language Preference, or Contact Preference. When you finish editing these fields, click OK to save your changes or Cancel to cancel them. Managing your notification preferences To change your email notification preferences: Note: This feature is not available for Rocket U2 partners through the Rocket Customer Portal. If you are a Rocket U2 partner, go to https://u2tc.rocketsoftware.com for available features. 38

Managing your notification preferences 1. On the My Profile page, click Notifications: Figure 34: Manage your subscriptions 2. On the Manage your subscriptions page, specify your email address, and select the appropriate check boxes to manage marketing or technical subscriptions: Select the Manage my marketing subscriptions check box to receive general information about Rocket product offerings and special promotional offers. Select the Manage my technical subscriptions check box to receive technical information, including product-specific alerts, releases, upgrades, patches, and customer feedback requests. To unsubscribe from receiving updates and information for a product, select one or both of these check boxes. On the next page, you will deselect the products for which you no longer want to receive notifications. You must select at least one check box. 3. Click Manage My Subscriptions. 4. On the product list page, select the check box of each product for which you want to receive email notifications. If you no longer want to receive notifications for a product, then deselect the check box for that product. 5. If you do not want to receive Rocket customer satisfaction surveys, in the Unsubscribe & Opt-Out box, select the Check this box to opt out of Rocket customer satisfaction surveys check box. If you do not want to receive Rocket commercial electronic messages, select the Check this box to 39

Chapter 3: Using the Rocket Customer Portal 6. unsubscribe from all Rocket commercial electronic messages check box. You will still receive Case comment updates even if you opt out of all email notifications. To save your selections, click Update Your Subscriptions. Setting team security viewing privileges To set team security viewing privileges, you must be the site administrator for the account. Note: A maximum of two account administrators, one primary and one backup, can be selected for each account. If you are not sure who your account administrator is, you can email support@rocketsoftware.com and request this information. 1. On the My Profile page, click Team Security: Figure 35: Team Security page Notes: a. If you are managing partner accounts, you can also select a related account from the Change Account pull-down menu. For more information, see Managing partner accounts, on page 42. b. Permission to update privileges is designated to your account administrator. To update privileges, the Active check box must be selected by your account administrator. If this check box is not selected, then all other columns are disabled. If you are not sure who your account administrator is, or if you have concerns regarding permissions, email support@rocketsoftware.com. 2. 3. Set privileges for users that are listed in the User name column by selecting the appropriate check boxes in the Case Create, Partner, Download, Docs, Solution, News, and License Keys columns. To reset a user s password, select the Reset Password option. An email is sent to the selected user; the email lists the sender as the user that is currently logged in and initiating the reset password command. Click the Update User Profiles button to save your selections. Setting Case defaults To set Case defaults: 40

Changing your Rocket Customer Portal account password 1. On the My Profile page, click Case Defaults: Figure 36: Case Defaults page 2. 3. 4. Specify the default Product, Product Version, and Operating System. To send Case updates to other recipients, specify additional email addresses (separated by a comma) in the Subscribers field. Click Update Profile to save these settings. Changing your Rocket Customer Portal account password To change your Rocket Customer Portal account password: 1. On the My Profile page, click Password: Figure 37: Change Your Password page 2. 3. Enter your Old Password, New Password, and then enter it again in the Confirm New Password field. Ensure that your new password is at least 6 characters long and does not contain your username. Click Change password. Creating users To create a new user: 41

Chapter 3: Using the Rocket Customer Portal 1. On the My Profile page, click Create User. Figure 38: Create User page 2. 3. 4. Select the correct account from the Change Account menu. Specify the new user s First Name; Last Name; Email address; Phone number; Company; Address; City; State; Country; Region; Postal Code; and Default Product. Click Submit. The new user s information is verified to ensure that it is not a duplicate entry. When the request is completed, an email is sent to the user s email address. The new user is created under the selected account, and the user appears in the list of users on the Team Security page when it is refreshed. Managing partner accounts If you are managing partner accounts, there are additional options available to you. You can select a related account from the Change Account pull-down menu (available on the Team Security, Downloads, License Keys, and Code Generator pages. Figure 39: Change Account menu On the Team Security page, the Partner column specifies whether users have partner privileges. Inactive users are hidden by default. To view inactive users, deselect the Hide Inactive Users check box. Figure 40: Team Security page 42 On the Downloads page, when you select a partner account from the Change Account pull-down menu, the products that are related to this account are listed under Product Categories:

Viewing announcements Figure 41: Downloads page On the Create Case page, you can select a related account from the Create for pull-down menu. Select the Visible to End User check box if you want to make this Case visible to the partner for which you are creating it. Figure 42: Create Case page On the Team Cases page, the Created for column displays the partner for which the Case was created. Figure 43: Team Cases Viewing announcements To view the latest announcements, click News at the bottom of the Rocket Product Support home page, or see the Announcements section on the Rocket Customer Portal home page. Note: This feature is not available for Rocket U2 partners through the Rocket Customer Portal. If you are a Rocket U2 partner, go to https://u2tc.rocketsoftware.com for recent announcements. 43

Appendix A: Rocket Holiday Schedule 2016 AUSTRALIA HOLIDAY SCHEDULE Australian Capital Territory (ACT) Tuesday Tuesday January 1st January 26th March 14th March 25th March 28th April 25th June 13th September 26th October 3rd December 26th December 27th New Year s Day Australia Day Canberra Day Good Easter Anzac Day Queen's Birthday Family & Community Day Labour Day Boxing Day Christmas Day (Observed) New South Wales (NSW) Tuesday Tuesday January 1st January 26th March 25th March 28th April 25th June 13th August 1st October 3rd December 26th December 27th New Year s Day Australia Day Good Easter Anzac Day Queen's Birthday Bank Holiday Labour Day Boxing Day Christmas Day (Observed) Queensland (QLD) Tuesday Tuesday January 1st January 26th March 25th March 28th April 25th June 13th October 3rd December 26th December 27th New Year s Day Australia Day Good Easter Anzac Day Queen's Birthday Labour Day Boxing Day Christmas Day (Observed) South Australia (SA) Tuesday 44 January 1st January 26th March 25th New Year s Day Australia Day Good

Rocket Holiday Schedule Tuesday March 28th April 25th June 13th October 3rd December 26th December 27th Easter Anzac Day Queen's Birthday Labor Day Christmas Day (Observed) Proclamation Day Victoria (VIC) Tuesday Tuesday Tuesday January 1st January 26th March 14th March 25th March 28th April 25th June 13th November 1st December 26th December 27th New Year s Day Australia Day Labour Day Good Easter Anzac Day Queen's Birthday Melbourne Cup Boxing Day Christmas Day (Observed) 2016 AUSTRIA HOLIDAY SCHEDULE Wednesday Thursday Thursday Wednesday Thursday January 1st January 6th March 28th May 5th May 16th May 26th October 26th December 8th December 26th New Year s Day Epiphany Easter Ascension Day Whit Corpus Christi National Day Immaculate Conception St. Stephens Day 2016 BELGIUM HOLIDAY SCHEDULE Thursday Thursday January 1st March 28th May 5th May 16th July 21st November 11th December 26th New Year s Day Easter Ascension Day Pentecost Belgian National Day Armistice Day Christmas Day (Observed) 2016 CANADA HOLIDAY SCHEDULE Ontario January 1st February 15th March 25th New Year s Day Family Day Good 45

Appendix A: Rocket Holiday Schedule May 23rd July 1st August 1st September 5th October 12th December 26th Victoria Day Canada Day Civic Holiday Labour Day Thanksgiving Boxing Day January 1st March 25th May 23rd June 24th July 1st August 1st September 5th October 10th December 26th New Year s Day Easter Victoria Day St. Jean Baptiste Day Canada Day Civic Holiday Labor Day Thanksgiving Boxing Day Quebec 2016 FRANCE HOLIDAY SCHEDULE Thursday Thursday January 1st March 28th May 5th May 16th July 14th November 11th New Year s Day Easter Ascension Day Whit Bastille Day Armistice Day 2016 GERMANY HOLIDAY SCHEDULE Baden-Wuerttemberg (BW) Wednesday Thursday Thursday Tuesday January 1st January 6th March 25th March 28th May 5th May 16th May 26th October 3rd November 1st December 26th New Year s Day Holy Three Kings Good Easter Ascension Day Whit Corpus Christi German Unity Day All Saints Day St. Stephen s Day Berlin (BE) Thursday 46 January 1st March 25th March 28th May 5th New Year s Day Good Easter Ascension Day

Rocket Holiday Schedule May 16th October 3rd December 26th Whit German Unity Day St. Stephen s Day January 1st March 25th March 28th May 5th May 16th October 3rd December 26th New Year s Day Good Easter Ascension Day Whit German Unity Day St. Stephen s Day January 1st March 25th March 28th May 5th May 16th June 26th October 3rd December 26th New Year s Day Good Easter Ascension Day Whit Corpus Christi German Unity Day St. Stephen s Day January 1st March 25th March 28th May 5th May 16th October 3rd December 26th New Year s Day Good Easter Ascension Day Whit German Unity Day St. Stephen s Day Hamburg (HH) Thursday Hesse Thursday Thursday Lower Saxony (NI) Thursday North Rhine-Westphalia (NW) Thursday Thursday Tuesday January 1st March 25th March 28th May 5th May 16th May 26th October 3rd November 1st December 26th New Year s Day Good Easter Ascension Day Whit Corpus Christi German Unity Day All Saints Day St. Stephen s Day 2016 JAPAN HOLIDAY SCHEDULE January 1st New Year s Day 47

Appendix A: Rocket Holiday Schedule Thursday Tuesday Wednesday Thursday Thursday Thursday Thursday Wednesday January 11th February 11th March 21st April 29th May 3rd May 4th May 5th July 18th August 11th September 19th September 22nd October 10th November 3rd November 23rd December 23rd Coming of Age Day National Foundation Day Vernal Equinox Day Showa Day Constitution Memorial Day Greenery Day Children s Day Marine Day Mountain Day Respect for the Aged Day Autumnal Equinox Day Health & Sports Day Culture Day Labor Thanksgiving Day The Emperor s Birthday 2016 NETHERLANDS HOLIDAY SCHEDULE Wednesday Thursday January 1st March 28th April 27th May 5th May 16th December 26th New Year s Day Easter Kings Day Ascension Day Whit St. Stephens Day 2016 UNITED KINGDOM HOLIDAY SCHEDULE Tuesday January 1st March 25th March 28th May 2nd May 30th August 29th December 26th December 27th New Year s Day Good Easter Early May Bank Holiday Spring Bank Holiday Summer Bank Holiday Boxing Day Christmas Day (Substitute Day) 2016 UNITED STATES HOLIDAY SCHEDULE Thursday 48 January 1st January 18th February 15th May 30th July 4th September 5th November 24th November 25th December 23rd New Year s Day Martin Luther King Jr. Day President s Day Memorial Day Independence Day Labor Day Thanksgiving Day Day After Thanksgiving Christmas Eve Day (Observed)

Rocket Holiday Schedule December 26th Christmas Day (Observed) 2016 RUSSIA HOLIDAY SCHEDULE Tuesday Wednesday Thursday Tuesday Tuesday Tuesday January 1st January 4th January 5th January 6th January 7th January 8th February 22nd February 23rd March 7th March 8th May 2nd May 3rd May 9th June 13th November 4th New Year s Day New Year s Holiday New Year s Holiday New Year s Holiday Orthodox Christmas Day New Year s Holiday Defender of the Fatherland Day Defender of the Fatherland Day International Women s Day International Women s Day Spring and Labour Day Spring and Labour Day Victory Day Day of Russia (Observed) Unity Day 49

Glossary A Asset An Asset is a record of licensing for a particular product. It records information about the customer s license, and information about the environment on which the product is installed. The relationship between products and Assets is one-to-one, so that any given Asset relates to one product. B Bug Bugs are created in Rocket.Track to track a software problem that needs to be resolved. C Case A Case is a record of a customer s request, problem, or question. Cases are generally created by customers in the Rocket Customer Portal (RCP) to address a problem they need to resolve. RCP customer-created Cases automatically create related Cases in Rocket.Track. E Enhancement Enhancements are created in Rocket.Track to track updates and improvements that need to be made to the software. R RCP RCP is an acronym for Rocket Customer Portal. Rocket.Track A website that is used by Rocket employees to track Cases, Bugs, and Enhancements. 50

Index 24x7 support... 14, 25 D A documentation... 15 downloading files and fixes... 34 account, new registering...15 requesting...17 announcements viewing...43 attachments adding to case...25, 26 E B feedback providing...29 files downloading...34 fixes downloading...34 forgotten password... 17 browser...7 C cases 24x7 support...25 add attachments...25, 26 add comments... 25, 27 changing... 31 closed...23 closing...27 creating...20 emergency response...14 escalating...31 open... 23 reopening...31 reviewing details... 25, 26, 27 Rocket Technical Support response goals... 12 setting defaults... 38, 40 severity levels...12 team... 23 tracking...23 changing case information... 31 changing password...38 chat, live... 15 closed cases... 23 closing cases... 27 code generator generating a key... 37 comments adding to case...25, 27 Commitment, Rocket... 15 contact information editing...38, 38 contacting Technical Support...13 creating cases... 20 customer satisfaction survey completing...29 receiving... 27 customer support contacting...5 email support...15 emergency response...14 escalating cases... 31 F G generating a key... 37 H holiday schedule...44 I issues, team... 23 K key, requesting...15 L legal notices... 4 license keys viewing...36 live chat... 15, 17 login page, RCP...17 M maintenance status... 35 N news viewing...43 51

Index O open cases...23 P password changing... 38, 41 forgotten...17 preferences, changing email...38, 38 profile modifying...38 R RCP home page...20 login page... 17 overview...10 registering for account... 15 support home page... 15 reopening cases... 31 response goals... 12 Rocket Chat...17 Rocket Commitment... 15 Rocket Customer Portal overview...10 Rocket Software contacting...5 S security team viewing privileges... 38, 40 severity levels severity 1 cases... 14 software support contacting...5 solutions browsing for... 32 searching for...32 support 24x7... 14 contacting...5 service overview...8 T team cases... 23 team issues... 23 team security setting viewing privileges... 38, 40 technical support contacting...5 Technical Support before contacting...10 contacting...13 overview... 8, 8 telephone support... 15 trademarks... 4 52 trial downloads... 15 troubleshooting contacting technical support... 5