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NetNation
AccountManager™
We are pleased to announce the launch of our new support ticketing
system, the latest feature of NetNation's improved Account Manager
interface. Effective August 18th 2003, rather than initiating
support requests through email, online technical support requests
will need to be made through Account Manager's interface.
| Getting Started with the NetNation Account Manager |
|
NetNation's AccountManager (AM) is the new version of our old
"User Services" client administration interface.
With AM, NetNation customers can:
- Add/remove/manage their email addresses, exploders, and
auto-responders
- View web and diskspace statistics
- Upload/edit/manage their web site files using a web-based
file manager
- Update FTP and database passwords
- View and update billing information
- Submit online technical support requests
AM offers NetNation customers a fast, easy way to authenticate
themselves. When using AM, there is no longer a need to make
extra steps to identify yourself as a rightful contact for your
account. AM uses a secure, SSL enabled interface with login
and passphrases to authenticate you at the time of login and
provide added security. As a result, requests that would have
previously required some sort of identity verification can be
taken care of right away!
| Submitting a support ticket with Account Manager |
|
Making a technical support request in Account Manager is easy!
Simply follow the steps below:
- Login to Account Manager at https://am.netnation.com (This
can also be done by going to http://www.netnation.com, and
clicking on 'Account Manager' in the top left and corner).
- Once logged in, make sure that you've selected the correct
domain in the drop box in the upper left area for which
you wish to submit the support ticket (this is only applicable
if you are managing more than one domain in the Account
Manager).
- Click on Support in the side menu bar.
- Click Submit Ticket.
You should now be at the ticket submission page. From here,
you can select a Priority Level, enter your subject line, and
type your request in the Details box. When you are done, click
the Submit button to send your request to technical support.
| After you submit your ticket |
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After the ticket is sent, a confirmation email will be sent
containing a ticket ID number to the email address registered
to the Account Manager username.
Note: You will receive another email with technical support's
reply.
Should you need to add information to your ticket, it can be
done through the Account Manager interface, or by replying to
the initial confirmation email.
After receiving a response to your ticket, if you are satisfied
with the results, please resolve the ticket by filling out the
information in the Ticket Resolution section by checking the
box and selecting a support score. For quality assurance, all
tickets will stay in a "pending-resolved" status until
you resolve them, or until four days after the last action has
been performed.
If at any time you would like to review a history of your submitted
tickets, click myTickets under Support, which will present you
with a list from which you may select the ticket that you wish
to see.
If you have questions about the new support procedure, please
contact us, 24 hours a day, 7 days a week, via:
Email: cs@netnation.com
Toll-Free (North America): 1.888.983.6600
Toll-Free (UK): 0 800 0282 226
Local / International: 1.604.684.6892
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