How to Log an Activate Support Call

customers who have an activate annual support & maintenance agreement are eligible for support from activate this is designed as “third level” support and so there is an expectation that someone from within the customer’s organisation with activate skills has reviewed any issues before raising them as support calls to activate support who can log an activate support call? a “named” customer representative who has completed the required prerequisites can log a call on the activate support portal this means that the person must have attended and passed the 2 day activate administrators course for the current major version of activate that they are running this is limited to 2 accounts per customer if your activate support portal account does not have access to log a support call you can either get a ‘named’ customer representative to review and log the call if necessary contact your activate account manager for training or changing the ‘named’ representatives if they are incorrect logging a support call all support calls must be logged online via the support portal emails sent to individual activate staff or the support email addresses are not treated as official support calls are not subject to the slas below what can be logged as a support call assistance in identifying the root cause of errors from the activate job log that a level 2 support person has not been able to diagnose if the root cause is identified as a bug in the activate software, activate will resolve the bug as a support call issues caused by customer configuration, environmental or infrastructure changes are not covered by support providing assistance in a server down scenario to get the activate server back online activate will use commercially reasonable efforts to assist the customer to resolve problems, target response times for support calls are as follows true 220,220,221 unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type unhandled content type activate reserves the right to determine and/or change the priority of a support call at its discretion support hours are new zealand business hours 8 30 am until 5 pm monday to friday excluding public holidays how to log a support call browse to the activate support portal – link is available at the top right log on with your activate support portal account – please contact you activate account manager if you do not have an activate support portal account click on the “log a call” tile if your service desk uses a ticket numbering system please ensure any related service desk ticket number in relation to the issue you are logging is entered into the customer ticket number field – if there is no ticket number associated with the call you are logging then please enter na select the type of call and priority complete all required fields with as much information as possible; please provide information on what you have investigated and any error logs in relation to the issue you are logging click the next button click the submit button once your support call has been acknowledged you will receive an email with the activate engineers name assigned to your call when the issue is resolved you will receive an updated email asking you to confirm the issue is resolved please click on the link in the email and confirm the support call can be closed