Customer Portal User Guide

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Customer Portal

User Guide

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©2001 - 2013 ViaWest, Inc. All rights reserved. Page 2 of 60 ViaWest Support Center Portal User’s Guide [doc id] v12.09.24 All information contained herein may change from time to time without notice. This document shall not be deemed to be incorporated into, amend, or supplement any ViaWest service agreement or service level agreement.

C ^OPYRIGHT N ^OTICE

ViaWest Customer Portal User Guide is published and copyrighted ©2012 by ViaWest Inc. All rights reserved. No part of this manual may be reproduced in any form, by any electronic or mechanical means (including

photocopying, recording, or information storage and retrieval) without written permission from the publisher.

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T ^{ABLE OF} C ^ONTENTS

Copyright Notice ... 2

Executive Summary ... 6

Introduction... 6

Accessing the Portal ... 6

Purpose ... 6

Navigating the Portal ... 6

Contacts ... 8

Manage Contacts ... 8

Phone Numbers Tab: ... 10

Roles Tab: ... 12

Configuration Tab: ... 13

Privileges Tab: ... 13

Physical Access Tab: ... 14

Add New Contact ... 14

Phone Numbers Tab: ... 16

Roles Tab: ... 17

Configuration Tab: ... 18

Privileges Tab: ... 18

Physical Access Tab: ... 18

Send Password Reset: ... 19

Sort Contact Priority ... 19

Changing My Settings ... 21

Changing Your Password ... 21

Updating Your PIN (Personal ID Number ... 22

Updating Your Security Questions: ... 22

Updating Phone Numbers: ... 23

PRIORITIZING CONTACT Numbers: ... 24

Updating Your Email address: ... 24

Support ... 25

Audit Reports ... 25

Tickets ... 25

Viewing Ticket Details: ... 27

Sorting Tickets: ... 27

Viewing All Account Tickets: ... 27

Title Search: ... 29

Create a New Ticket: ... 29

Change Ticket Title: ... 31

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Add a New Note: ... 31

Email Note to a Third party: ... 31

Create New Ticket ... 32

Change Ticket Title: ... 33

Add a New Note: ... 33

Email Note to a Third party: ... 33

Grant Physical Access ... 34

Installations ... 35

Tracking Installation Progress: ... 37

Feedback ... 38

Information Documents ... 39

Cloud Documentation ... 39

Maintenance and Alerts ... 40

Viewing General Windows (Mwindows) ... 40

Searching Maintenance Window Titles ... 42

Account Specific Maintenance Windows (Cwindows) ... 43

Searching Account Maintenance Window Titles: ... 45

Manage Alerts ... 45

Updating or Setting Up Alert Settings ... 46

Current Alert Recipients Only: Enabling or Disabling Mwindow Notifications ... 46

Services... 48

Current Services ... 48

Colocation Details ... 49

Add Services ... 49

Billing ... 49

Account Status/Invoices ... 49

Viewing Invoices: ... 50

Updating Account Information: ... 51

Making a Payment: ... 51

Make a Payment ... 51

Making a Normal Payment ... 53

Making a One-Time Payment ... 53

Update/Enter New Credit Card Information ... 54

Reporting Services ... 55

Contact Admin History ... 55

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ViaWest Metrics Report ... 56

Remote Hands... 57

Bandwidth ... 59

Backup Report ... 60

Backup Policy ... 60

V Cloud ... 61

Power Usage ... 61

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E XECUTIVE S UMMARY

I NTRODUCTION

The ViaWest Support Center Portal is a web-based customer portal which allows our customers to configure logical and physical components within their ViaWest account(s).

A

CCESSING THE

P

ORTAL

Visit our customer portal homepage at: https://SupportCenter.ViaWest.com/

P

URPOSE

The purpose of this document is to provide you with a guide to use the ViaWest Support Center Portal.

N

AVIGATING THE

P

ORTAL

Once you login, navigate the portal using the menu located on the left side of the portal page. Each main section is expanded by clicking the title of the section.

Contacts

 Manage Contacts

 Add a New Contact

 Sort Contact Priority

 My Settings Support

 Tickets

 Create New Ticket

 Installations

 Feedback Maintenance and Alerts

 General Windows

 Account Specific Windows

 Manage Alerts Services

 Account Service List Billing

 Account Status/Invoices

 Make a Payment Reports

 Site History

 ViaWest Metrics

 Remote Hands

 Bandwidth

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C ^ONTACTS

Within Contacts, portal administrators configure users’ contact information, roles, privileges, and physical access to the pertinent ViaWest Data Center.

M

ANAGE

C

ONTACTS

The Contacts screens provide a snapshot of information related to your account contacts.

1. Click Contacts to expand. Then click Manage Contacts.

2. The Contacts pane appears to the right.

3. Single-click the contact profile you wish to manage. The Contacts Profile pane shows the current contact information.

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4. Other button options are available at the bottom of the each pane:

 Add New Contact: See the Add New Contact section for the full procedure.

 Send Password Reset: Click the Send Send Password Reset button. The Email Sent message appears stating the password has been reset to the selected user’s email address. The link expires in 3 days.

 Delete Contact: Removes the selected contact

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PHONE NUMBERS TAB: To change contact phone information, click the Phone Numbers tab.

The Phone Numbers pane shown below appears.

1. Click on the Cell field’s dropdown box marker and then click on the type of phone number to be changed. You can change the Home, Work, Cell, Fax, and/or Pager phone numbers.

2. In the Phone field, type the new phone number and then press Add.

3. Click Save to save your changes, or Cancel to cancel all changes.

Note: Type digits only – Area code, prefix and number automatically format.

 Changing a Phone Number’s Priority: For multiple phone numbers in the Phone numbers list shown below, highlight the phone number to be moved. Then, press the UP or DOWN arrow to move the phone number up or down in the list.

 Note: The ViaWest Network Operations center will call contacts in order of their phone number priority, as established by the account administrator.

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ROLES TAB:

1. Click the Roles tab to update the role settings for the selected contact. Choose one or more of the applicable settings:

Role Description

Technical A technical contact is responsible for any technical aspects of your services. This contact is authorized to request technical details on your account as well as changes to technical items, including but not limited to servers, firewalls, switches, routers, cabinets, power, remote hands, etc. A technical contact is a point of escalation for service issues.

Contract A contract contact is responsible for contractual issues and obligations on behalf of your account. This contact is authorized to sign ViaWest Order Forms and contractual agreements. Contact may not need to manage the technical aspects of the account however are authorized to make any billing inquiries or changes.

Customer Representative/Contractor A customer representative contact does not fall within the roles above however require permissions on behalf of your account. This contact can be either a direct employee or a third-party service provider/vendor/contractor on your account.

Billing A billing contact is responsible for ensuring payment of account invoices. This contact is authorized to request any billing details as well as submit changes or request work on

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billing items, including but not limited to services provided, remittance addresses, etc.

Shipping A shipping contact is our primary point of contact for handling deliveries, and will be contacted in the event of items arriving at our facilities for your company.

2. When you’re finished: Click on Save to save your changes, or Cancel to cancel all changes.

CONFIGURATION TAB: Click on the Configuration tab to select or deselect more contact attributes by checking or unchecking the following checkboxes.

1. When you’re finished: Click Save to save your changes, or Cancel to cancel all changes.

PRIVILEGES TAB: Click the Privileges tab to define the contact’s current permissions within the portal, as shown in the following checkboxes:

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PHYSICAL ACCESS TAB: Click this tab to specify whether or not the selected contact has no physical access, temporary physical access, or permanent physical access to the account’s ViaWest Data Center. The default physical access status is None.

1. When You’re Finished: Click on Save to save your changes, or Cancel to cancel all changes.

A

DD

N

EW

C

ONTACT

The Add New Contact button at the bottom of the Contacts window allows an account administrator to add one or more new contacts to their account.

The Contacts screens provide a snapshot of information related to ViaWest account contacts. The Add new contact option allows you to add the following contact information:

Contacts Tab Description

Personal Information

Physical Access Status Buttons

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Phone Numbers Allows Administrator(s) to change home, work, cell, fax and pager numbers

Roles Allows administrator to assign contact to a Technical, Contract, Customer Representative, Billing, or Shipping role

Configuration Allows administrator to assign additional contact abilities, such as Support Center login ability, notification abilities, etc.

Privileges Allows administrator to grant or deny contact privileges related to ViaWest reports, feedback, My Services, My Online Payment, and many more. These privileges are fully defined in the Privileges pane

Physical Access Allows administrator to enable or deny contact access to the account’s ViaWest Data Center.

1. Navigate to the homepage at https://SupportCenter.ViaWest.com/.

2. Click Contacts to display its menu options. Then click Manage Contacts.

The Contacts window opens to the right as shown below.

3. Click Add New Contact button at the bottom of the Contacts pane. The Contact Profile pane becomes active below the Contacts pane as shown below.

Note: The red-bordered fields must be completed. The other fields are optional.

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PHONE NUMBERS TAB: To add the new contact’s phone information, click the Phone Numbers tab.

The Phone Numbers pane shown below appears.

4. Click on the Cell field’s dropdown box marker, and then click on the type of phone number to be changed. You can change the Home, Work, Cell, Fax, and/or Pager phone numbers.

5. In the Phone: field, add the new phone number, and then press the Add button.

Note: Type digits only. Support Center automatically formats the area code, prefix and number.

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Changing a Phone Number’s Priority: For multiple phone numbers in the Phone numbers list shown below, highlight the phone number to be moved. Then, press the UP or DOWN arrow shown below to move the phone number up or down in the list. Note that Via West calls contacts in order of their phone number priority, as established by the account administrator.

ROLES TAB:

1. Click on the Roles tab to add the role(s) of the new contact. This opens the following checkboxes:

Note: You can also click on the Explain this arrow below the Billing checkbox to display role definitions.

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CONFIGURATION TAB: Click on the Configuration tab to select more contact attributes by checking or unchecking the following checkboxes:

PRIVILEGES TAB: Click the Privileges tab to define the new contact’s current permissions within the portal, as described next to the following checkboxes:

PHYSICAL ACCESS TAB: Click this tab to specify whether or not the new contact has no physical access, temporary physical access, or permanent physical access to the account’s ViaWest Data Center. The default physical access status is none.

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2. When You’re Finished: Click on Save to save your changes, or Cancel to cancel all changes.

SEND PASSWORD RESET: Click the Send Password Reset button to send a password reset notice to the new contact.

S

ORT

C

ONTACT

P

RIORITY

This function is related to the contact roles assigned during contact setup. It allows the administrator to prioritize contacts for account contacts in technical, contract, and customer representative roles. Prioritization of technical personnel is a critical task, since in the event of a system malfunction, ViaWest Network Operations contacts your company’s technical personnel in the order listed.

1. Navigate to the homepage at: https://supportcenter.viawest.com/.

2. Click Contacts in the menu to open all contact functions.

3. Then, click Sort Contact Priority. The Sort Contact Priority pane opens to the right as shown below.

4. To prioritize, highlight the name to be moved.

5. Press the UP or DOWN arrow to move the name up or down in the list.

Physical Access Status Buttons

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6. Repeat steps 4 and 5 as required until all prioritizing is done.

7. Click the Submit button below the Sort Contact Priority pane when you’re finished.

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C

HANGING

M

Y

S

ETTINGS

The Contacts | My Settings menu option allows you to update your Password, PIN, Security Questions, Email, Contact Numbers, and/or Contact Priority as described next:

1. To open the My Settings panes, navigate to the homepage at https://supportcenter.viawest.com/

2. In the menu, click Contacts, and then click My Settings.

3. The Change Password, Update PIN, Update Email, Phone Numbers, Call priority, and Security Questions panes appear to the right of the menu.

CHANGING YOUR PASSWORD

1. You’ll be working in the Change Password and, optionally, Update PIN panes. Enter your current password in the Current Password: field of the Change Password pane.

2. Enter your new password in the New Password: field. As you start entering your new password, the criteria in red shown below will disappear as you satisfy each criterion.

Important: All criteria must be satisfied and disappear before you can proceed.

3. Reenter your new password in the Verify Password: field.

4. Click on the Save button in the Change Password pane. A message appears stating the password was saved.

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UPDATING YOUR PIN(PERSONAL IDNUMBER): For security reasons, this is recommended: If you forget your password or you call in, ViaWest Network Operations uses your PIN number to verify you are an authorized contact.

1. Enter your new PIN number in the PIN: and Confirm PIN: fields.

2. Then click the Save button.

UPDATING YOUR SECURITY QUESTIONS: ViaWest Network Operations will ask you to answer this security question occasionally during login.

1. In the Security Questions pane to the right, you must set up one question. (You can click the down arrow shown below to select other questions.)

2. Enter your answer in the field below the question. Then, click the Save button.

Save Button Password

Criteria

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UPDATING PHONE NUMBERS:In the Phone Numbers pane, select the contact number type from the dropdown box to the right of the Add new number field. Then type the phone number as one long ten-digit number. Don’t bother formatting: the portal formats the number as you type. Then, click the Add button.

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PRIORITIZINGCONTACTNUMBERS: In the Call priority area below the Add new number field, select the phone number to be moved. Then click on the up or down arrow next to the selected phone number. The new phone order saves automatically.

UPDATING YOUR EMAIL ADDRESS:In the Update Email pane, enter your new email address. Then, click the Submit button.

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S ^UPPORT

These functions allow you to view tickets, create a new ticket, view installations information, and send customer feedback to ViaWest.

A

UDIT

R

EPORTS

This function allows you to view reports on ViaWest’s most recent audit performance.

T

ICKETS

This function allows you to view recent tickets, sort tickets by column heading, use the Page arrows to see all tickets created by your account, and view ticket details. You can also open a new ticket, add notes to that ticket, and email the note to third parties.

1. Navigate to the homepage at https://SupportCenter.ViaWest.com/. Click Support in the menu to open its options.

2. Click Tickets.

3. The Tickets and Ticket Details panes shown below open to the right. Tickets pane column heads are defined next.

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Click on ticket to view details in the Ticket Details pane.

Click arrows to navigate through all of an account’s tickets.

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Ticket ID: Unique Identifier assigned to ticket. Use to get ticket update.

Description: Brief description of ticket’s issue or request.

Type: There are three types: Trouble tickets, Issue tickets, and Provisioning tickets. Trouble and Issue tickets are initiated by the customer.

Provisioning tickets are automatically generated by ViaWest in response to customer orders.

Status: There are two types: Under Investigation or Incident Resolved. An Under Investigation ticket is considered open (work required); an Incident Resolved ticket is considered closed (ticket resolved or provisioned).

Created: Date of creation

VIEWING TICKET DETAILS: Click on a ticket to open it in the Ticket Details pane below.

SORTING TICKETS: You can sort tickets by column heading by clicking on the column heading. For example, clicking on the Description heading sorts tickets by description.

VIEWING ALL ACCOUNT TICKETS: If there is more than 1 page of tickets indicated at bottom left, you can click on the solid arrow next to the page number to list more tickets.

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Sort tickets by clicking on a column heading.

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TITLE SEARCH: Click cursor inside Title Search box. Searching starts as soon as you enter letters. Press red X to clear the Title Search box.

i

CREATE A NEW TICKET: Click on Open a New Ticket button.

1. The Open a New Ticket window appears. Fill in the Title: and Issue: fields.

Search: Enter search query in Title Search box.

Press red X to clear Title Search box.

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2. After you’re done, click the Create Ticket button at the bottom.

Note: For immediate assistance, call one of the Network Operating Center (NOC) phone numbers displayed below the Issue: field. Currently, these phone numbers are: (720) 891-1045 and (866) 808-9378.

3. The Ticket Generated message appears: Press View My Tickets or Create Another (ticket).

4. Pressing View My Tickets reopens the Tickets and Tickets Details panes. If you select your new ticket Title: and Issue: fields

Create Ticket button

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at the top of the list, you can change the ticket title, or add a new note. You can also send the note to other contacts within your account.

CHANGE TICKET TITLE: Click on the Change Ticket Title button. Enter the new title in the New Title: field, then click the Update Title button.

ADD A NEW NOTE: Allows you to append a note or inquiry to the ticket, and send the note to a third party if desired.

1. Click on the Add a New Note button. Enter the note in the New Note: field . 2. To email the note, click one or more checkboxes in the Email To: fields.

EMAIL NOTE TO A THIRD PARTY: Click on one or more checkboxes in the Email To: fields.

3. Press the Add Note button. After you press the Add Note button, the following message should appear:

Note: You can click the Refresh button to see the note.

Add a New Note Button

Add Note Button

Email To: Checkboxes Write your note here.

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C

REATE

N

EW

T

ICKET

This is the same process as described under Tickets; however, you click Create New Ticket in the Support menu to access it.

1. Navigate to the homepage at https://SupportCenter.ViaWest.com/. In the menu, click on Support to expand it. Then click Create New Ticket.

2. The Create New Ticket window appears. Fill in the Title: and Issue: fields.

3. After you’re done, click the Create Ticket button at the bottom.

Note: For immediate assistance, call one of the Network Operating Center (NOC) phone numbers displayed below the Issue: field. Currently, these phone numbers are: (720) 891-1045 and (866) 808-9378.

Title: and Issue: fields

Create Ticket button

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4. The Ticket Generated message appears: Press View My Tickets or Create Another (ticket).

Note: Pressing View My Tickets reopens the Tickets and Tickets Details panes. If you select your new ticket at the top of the list, you can change the ticket title, or add a new note. You can also send the note to other contacts within your account.

CHANGE TICKET TITLE: Click on the Change Ticket Title button. Enter the new title in the New Title: field, then click the Update Title button.

ADD A NEW NOTE: Allows you to append a note or inquiry to the ticket, and send the note to a third party if desired.

4. Click on the Add a New Note button. Enter the note in the New Note: field circled in red.

5. To email the note, click one or more checkboxes in the Email To: fields.

EMAIL NOTE TO A THIRD PARTY: Click on one or more checkboxes in the Email To: field.

Add a New Note Button

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6. Press the Add Note button. The following message appears:

Note: You can click the Refresh button to see the note.

G

RANT

P

HYSICAL

A

CCESS

This feature, available only to support center administrators, can be used to authorize access to your environment for a specific, limited, timeframe. It’s intended to track access for 3rd party vendors and simplify the process of approving their access. When you click submit after filling in the appropriate information, a new support ticket is created which includes the contractor’s name and the timeframe you specified. This ticket is routed to the NOC and will be used when the contactor arrives to the data center to confirm access. S/he must provide a government issued photo ID that matches the name and info you provided in the ticket. Be sure to include any specific access restrictions and/or additional instructions in the “Additional Notes” field.

Add Note Button

Email To: Checkboxes Write your note here.

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I

NSTALLATIONS

This support function allows you to view information on scheduled installations and their current status. The Installations pane at the top provides the scheduled installation’s start date, installation ID number, responsible Client Relations Manager, and a description of the authorizing provisioning ticket. The Installation Ticket Progress pane below the Installations pane provides the authorizing ticket number, as well as scheduled and completed installation tasks.

2. Click Support in the menu to open its menu options.

3. Click on Installations. The Installations and Installation Ticket progress panes appear to the right of the menu. The Installations pane provides a list of current provisioning tickets for your account.

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TRACKING INSTALLATION PROGRESS: Click on any ticket in the Installations pane. Its ticket number, scheduled tasks, and completed tasks appear in the Installation Ticket progress pane below.

Note: The Installations and Installation Ticket progress pane column headings are defined below:

 j

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F

EEDBACK

Providing customer feedback is important because it helps us to understand your support needs and improve our support site.

Important Note: If you have support issues, please send us a new trouble ticket. This feedback form does not go to any support teams. It should only be used to let us know what you think of the Support Center site and how we can make it better.

1. Navigate to the homepage at https://SupportCenter.ViaWest.com/. In the Support menu, click on its down arrow to expand it.

2. Click on Feedback. The Feedback pane appears to the right of the menu.

3. Enter your feedback and click on the Submit Feedback button.

Submit Feedback Button

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I

NFORMATION

D

OCUMENTS

This feature is a central location to locate useful documents, such as ViaWest’s security overview or shipping waivers. Documents may be downloaded, or viewed directly within the browser depending on their format by clicking the appropriate icons on the right-hand side of the document’s description.

C

LOUD

D

OCUMENTATION

This feature is a collection of documentation based around our cloud product offerings. Information such as how to utilize the available API’s as well as register servers for backups can be found here. Documents may be downloaded, or viewed directly within the browser depending on their format by clicking the appropriate icons on the right-hand side of the document’s description.

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M AINTENANCE AND A ^LERTS

These scheduled periodic maintenance functions allow you to:

 View Mwindows maintenance windows notifications scheduled in response to events impacting multiple clients. These notifications are initiated by ViaWest.

 View Cwindows maintenance windows notifications scheduled in response to events that impact a single client. Cwindows are initiated by the customer via a trouble ticket or a phone call to the Network Operations Center.

 Manage alerts

V

IEWING

G

ENERAL

W

INDOWS

(M

WINDOWS

)

ViaWest maintenance windows, also referred to as Mwindows or Mwins, are utilized for potentially multiple-client impacting events. These windows are regularly scheduled to occur weekly on Wednesday mornings from 12:00am to 6:00am. However, maintenance windows should be scheduled to occur any time they are necessary. Every effort will be made to update our support page in advance of the event, but this may not always be possible and depends on the nature of the situation. Unplanned events will be reported on our support page as soon as pertinent information is available; updates will be posted as troubleshooting and resolution progresses.

For a more details and an up-to-date schedule of our maintenance windows please visit https://SupportCenter.ViaWest.com.

1. Navigate to the homepage at https://SupportCenter.ViaWest.com/. Click on Maintenance & Alerts in the menu to expand it.

2. Click General Windows. The General Maintenance Windows, Window Details, and Notes panes open to the right of the menu.

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2. You can click on one of the Mwindow descriptions to show details and any notes in the Window Details and Notes panes below:

Note: Column heading definitions are provided below:

Maintenance Windows Column Heading Definitions

Window ID: ID number of the Planned Maintenance Task

Start: Start date/time of Planned Maintenance Task in

Military Time: YYYY-MM-DD Zulu Time in Hours:

Seconds

End: End date /time of Planned Maintenance Task in

Military Time: YYYY-MM-DD Zulu Time in Hours:

Seconds

Location: Location of Planned Maintenance

Status: Scheduled Maintenance or Emergency Maintenance

Approval: Green flag = Approved; Red Flag = Approval Pending

Description: Description of Planned Maintenance Task

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SEARCHING MAINTENANCE WINDOW TITLES

1. Enter a maintenance subject in the Search box. As you type each letter, Support Center Portal updates its search results to match.

2. Click on the red X button to clear your search query.

Note: You can also drag the scroll bar at the right to locate all past maintenance windows.

Search Box

Red X Button

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A

CCOUNT

S

PECIFIC

M

AINTENANCE

W

INDOWS

(C

WINDOWS

)

ViaWest client-specific maintenance windows, also referred to as CWindows or Cwins, are scheduled in response to events potentially impacting a single client. Cwindows are initiated by the customer via a trouble ticket, issue ticket or phone call to the Network Operations Center.

2. Click on Maintenance & Alerts in the menu to show its options.

3. Click Account Specific Windows

3. The Account Maintenance Windows, Window Details, and Notes panes open to the right of the menu.

You can click on a Cwin entry in the Account Maintenance Windows pane to view its details below.

Account Maintenance Windows Column Heading Definitions

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Window ID: ID number of the Planned Maintenance Task

Start: Start date/time of Planned Maintenance Task in Military Time: YYYY-MM-DD format

End: End date /time of Planned Maintenance Task in Military Time: YYYY-MM-DD format Status: Scheduled Maintenance or Emergency Maintenance

Title Cwindow Title

Location Location of Planned Maintenance

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SEARCHING ACCOUNT MAINTENANCE WINDOW TITLES:

1. Enter a maintenance subject in the Search box. As you type each letter, Support Center updates its search results to match.

2. Click on the red button to clear your search query.

Note: You can also drag the scroll bar at the right to locate all past maintenance windows.

M

ANAGE

A

LERTS This function allows you to:

 Update your preferred alert contact methods and Mwindows notifications if you currently receive maintenance window notifications. (Mwindows notifications are sent out by ViaWest to warn of system- wide maintenance events.) or:

 Specify your preferred alert contact method(s) if you are do not currently receive maintenance window notifications.

Current alert recipients can also enable or disable Mwindows notifications.

2. Click Manage Alerts. The ViAlert Notification Settings and Maintenance Window Notification Settings panes open to the right of the menu. Your ViAlert notification status determines what displays:

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UPDATING OR SETTING UP ALERT SETTINGS

1. In the Your phone numbers & email addresses: field, click the checkbox next to the preferred alert contact method.

2. Press Update alert settings button.

CURRENT ALERT RECIPIENTS ONLY:ENABLING OR DISABLING MWINDOW NOTIFICATIONS

The Locations field in the Maintenance Window Notification Settings pane displays a checkbox next to your ViaWest Data Center location.

 If you wish to receive Mwindows notifications, make sure this box is checked. If it is not checked, click it to check it. Then, press the Update Mwin Notifications button.

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 If the checkbox is checked and you no longer wish to receive MWin notifications, click the box to uncheck it. Then, press the Update Mwin Notifications button.

Update Mwin Notifications Button

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S ^ERVICES

These functions allow you to view the Account Service List.

C

URRENT

S

ERVICES

Clicking this Service menu option allows you to view a list of your current account services. The following information is provided: Order#, Allocated Usage, Price, Domain Info, Service Group, Location Name, and Status.

See the procedure for definitions of these terms.

2. Click Account Service List. The Account information and Services panes appear to the right of the menu.

Account information appears in the Account Information pane. Details about the Account Service List appear in the Services pane.

Account Services Pane Column Heading Definitions

Service ID: Account Service List Order Number

Service: Service Description

Service Details: Further details regarding the service provided

Location: Location of ViaWest Data Center where account is hosted

Status: Can be Active or Inactive

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C

OLOCATION

D

ETAILS

Clicking this Service menu option allows you to view colocation details if your service is a member of the

Colocation Service Group. The following colocation information is provided about your installation in the ViaWest Data Center: Floor, Row, Unit, Subunit, and Combo.

A

DD

S

ERVICES

This feature allows you to order certain products, such as cross-connects, right from your browser. Each product you may order from this interface will walk you through the process of collecting the details that ViaWest needs to provision the service before confirming your order. Please contact your Customer Relationship Manager with any questions on how to use this tool.

B ^ILLING

These functions allow you to view account invoices, change billing information, or make an account payment.

A

CCOUNT

S

TATUS

/I

NVOICES

The Billing Summary pane allows you to update your company’s current billing information. The Invoices pane allows you to view your company’s invoice history.

1. Navigate to the homepage at https://SupportCenter.ViaWest.com/. Click Billing in the menu to show all billing options

2. Click on Account Status/Invoices. The Billing Summary and Invoices panes appear to the right of the menu.

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VIEWING INVOICES: Starting with the most recent, your company’s most recent invoices appear in the Invoices pane. Drag the scrollbar to view all invoices.

Update Billing Button

Pay Online Button

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Invoices Pane Heading Definitions

 Invoice: Unique alphanumerical invoice number

 Posted: The date the invoice is posted in YYYY/MM/DD military format

 Amount: The invoice amount in US Dollars (USD)

Note: You can drag the scrollbar at the right to display all account invoices.

UPDATING ACCOUNT INFORMATION: Click the Update Billing button in the Billing Summary pane. The Create Change Ticket message appears. Click Yes to create a support ticket and have a service representative contact you. Click No to cancel the update.

MAKING A PAYMENT: Click the Pay Online button in the Billing Summary pane. The Billing | Make a Payment window appears. For full procedures, see the Make a Payment section below:

M

AKE A

P

AYMENT You can:

 Pay with a credit card on file with ViaWest,

 Make a one-time payment using a credit you enter into the ViaWest system,

 Update a credit card that’s currently on file with ViaWest.

1. Navigate to the homepage at https://SupportCenter.ViaWest.com/. Click Billing in the menu to show the billing options.

2. Click Make a Payment. The Make a Payment window appears to the right of the menu.

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Payment Options You can:

 Make a normal payment with a credit card you have on file at ViaWest.

 Make a one-time credit card payment using a credit card not currently on file with ViaWest.

 Update a credit card that’s currently on file with ViaWest

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MAKING A NORMAL PAYMENT

1. Press the Pay with Credit Card on file button. You’re done.

Note: You must pay the entire current amount due.

MAKING A ONE-TIME PAYMENT

1. Enter your credit card information credit card information fields. (See Update /Enter New Credit Card Information below for credit card completion instructions.)

2. Click the Submit one-time button, which becomes highlighted after credit card information is complete.

Note: You must pay the entire current amount due.

Customer Portal User Guide

Customer Portal

User Guide

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