|
|
On Wednesday May 11, 10:00 PM PT we made a change to the way Cloud Support Cases are created.
Informatica is excited to announce our New Cloud Support interface to improve our customer experience. We will be enhancing the Informatica Cloud Support access on Wednesday May 11, at 10:00 PM PT. Your agent will NOT be affected and there will be NO downtime for this update.
What is the new support interface?
Over the last several months we have been working on improving the user interface and increasing the learning options for our customers. We understand the use of our cloud products are in mission critical projects and access to right content and support help should be made easy.
We have designed a new and more robust way to access all aspects of support, as well as case creation, from Informatica Cloud using the new Informatica Network customer experience platform. With a click of a button from Informatica Cloud product you can now access our robust Knowledge base, discussions, chat with an expert, and online case interface. The link you used to use to submit a case will now take you directly to the Cloud Support page in the Informatica Network.
Watch a quick 2 minute introduction video here.
How do I access support?
Simply click on the renamed “Contact Support” (previously “Submit a Case” button) from your Informatica cloud interface.
FAQ
1. What is Informatica Network and how do I register?
Informatica Network is the one-stop shop community platform for all learning and support needs. It has over 120000 registered users and has a vibrant community of developers, administrators and architects
Now Informatica Cloud customers can take complete advantage of Informatica Network resources which includes 70000+ knowledge base articles, how-to libraries, support videos, product documentation and many more..
To register simply click on ‘Contact Support’ and follow the guided steps to register. Please use your work email address, and look for a validation link once you click on submit during the registration process. If you have already registered in the past, use your existing login.
2. What benefits does it preset for Informatica Cloud customers?
Informatica Cloud customers can now take complete advantage of Informatica Network. Some of the features includes:
- Access to all product documentation
- Knowledge base search across all content sources
- SupportTV with over 1000 learning videos
- Expert moderated communities
- Chat with Support
- Guided troubleshooting wizard
- eSupport access to open and manage cases (only for support contacts)
3. Can I use the same login as my Informatica Cloud?
Network is our unified portal for Informatica support and hence it needs a new registration but you can use the same email address used in Informatica Cloud to register... Please ensure that you choose your company email address that is registered with Informatica Cloud, so that your cases will be assigned to your support project. If you have more than 1 email registered with Informatica Cloud, please use your primary work email address.
4. Can I post to community?
Yes, you can take advantage of our communities once you register and can also participate in discussions on others posts. Community allows both be private and public discussion.
5. How can I create a case?
In the new Cloud Support page as you scroll down you will see a button “Create Case” and that will take you to Informatica Network login page (if you are not already logged in)
“Click on “Access eSupport” to start creating the case. Choose create a technical case, and fill the required fields and priority to submit a case. The kb is integrated with the case submission process, so relevant matches will be tied to the case keywords.
6. How will I add myself to a support project as a Read/Write contact?
You can place a request with your primary contact to add yourself to the list of Read/Write contacts. Please note there is a numerical limit to the list of contacts for a support project based on your support entitlement.
7. I do not know who my primary contact is. How can I find it?
Please send an email to ics_contacts@informatica.com with your questions. You can also send an email to support_admin@informatica.com.
8. I am user in more than one Informatica cloud Org. So should I register with multiple users in Network?
No, you can register with the same email address that is tied to the multiple Informatica cloud users once which should be sufficient.
9. Do I need to be a Read/Write contact to search for knowledge base solutions?
No, you can search even if you are not a listed as read-only or Read/Write contact. You can encourage any of the users from your organization to access network.informatica.com.
10. What is a Read/Write contact?
Informatica support offers its customers the ability to register a certain number of named contacts that have the ability to create/update cases on behalf of the support project. Those who have this permission are called Read/Write contacts. There is another type of user with Read Only permission and this is unlimited, but these users cannot create cases.
12. How do I view/update open cases?
Once you login to e-support page, you shall see all cases open for both your support project as well as the ones opened by you. You can click to open any case and view/update as necessary.
13. Is there a comprehensive document about your policies and procedures?
Yes, Please refer to our Policies and Procedures document.
14. I am a trial customer, how do I get support?
Trial customer support is now done via Community Discussions. You may create a public discussion or choose a private discussion and we will provide answers to your issues via the discussion. To create a discussion click on Create Discussion, and the default is in the public Cloud Integration forum. If you prefer a private discussion choose the Specific People radio button and the user “CloudTrial”. Our discussion forums are moderated by Informatica Cloud support engineers.
15. How can I provide Feedback?
Click on the feedback button at the top of the page. We look forward to hearing your feedback.
We hope you find these changes enhance your support experience and give you an opportunity to explore all of our resources and materials in a unified location.
Quick Links for our Network Tutorial Videos:
How to post a question on to Informatica community:
How to create new Technical Case in Esupport:
How to Add a new Contact in Esupport:
How to Update a Case in ESupport
How to create a new Technical profile
How to register to network
If you have any questions please contact us through Global Customer Support at 1-877-INFAHELP from the US, or Worldwide click here.
Important Links:
1. DiscoveryIQ
Thank you,
Informatica Cloud Team
https://www.informatica.com/cloud
