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Intermedia Support Customer User Guide1

Table of ContentsIntermedia Support Customer User Guide . 1Table of Contents. 2Intermedia Support Glossary . 3Getting Started with Support. 6Our Goal and Our Objective . 6What Will You Need Prior to Contacting Support . 6How to Contact Intermedia Support. 6How to Locate your Account ID and Account Username . 6Create and Manage Support Cases . 7Case Status Meanings . 7Case Severity Meanings . 7Live Support Options . 8Phone and Chat Support . 8Automated Voice System . 8Customer Service & Billing Team . 8Support Language Options. 9Security Verification Policy . 9Support Experience. 9Overview of Call Flow . 9Management Request and Management Escalations . 10Support Response Time Goals . 10How to Provide Your Feedback . 10Intermedia Communications . 11Notifications . 11Service Impacting Event Notifications . 11Maintenance Notifications . 11Root Cause Analysis or Reason for Outage . 122

Intermedia Support GlossaryAccount Contact: The owner of the account or an individual that has been grantedadministrative rights to the Intermedia account. Account contacts are verified by answeringtheir special security questions correctly when calling Intermedia support.AppID: Intermedia’s single sign on service that allows users to be able to long intoapplications easily and securely. AppID also has two factor authentication for additionalsecurity and works on mobile devices (iOS and Android).Case: An electronic ticket associated to a particular issue. All information about an issue iskept in the same case in chronological order. Each case is assigned a case number.Case Status: The current state in which a case is in.Cloud Server: A virtual server hosted by Intermedia. The account administrators have fullcontrol of the server. Cloud servers are provisioned based on your preferences and areupgradeable. Intermedia host the server, but the account administrators manage the servercontents.Compliant Archiving: Archiving that complies with the legal regulatory requirements for theproper handling of email.Control Panel: Also referred to as the HostPilot Control Panel which is an administrativedashboard that allows account administrators to modify services associated with theiraccount.Electronic Case: Cases that are created via email or through the HostPilot Control Panel.Email Archiving: Services that allow you to back up and archive mailboxes. There are twotypes of archiving services Intermedia offers, compliant and message mirror. Administratorscan also use a third party archiving service and Intermedia will integrate with them.Email Compliance: Services that allow administrators to encrypt, archive, and filter messagesbased on content. Our email compliance services include Policy Based Encryption, EmailArchiving, and Secure mail.Exchange: A mail protocol that includes enterprise level features like sharing and syncingcontacts, calendar, folders, and syncing with Outlook and other mail clients.Feedback: Information about a customer’s experience, concerns, or suggestions.Knowledge Base (KB): An article database that contains helpful and how to guides.Master Service Agreement (MSA): Terms and agreement signed by all customers.3

Message Mirror: A service (not offered on all plans) that backs up all messages sent andreceived for an Exchange users. A user with additional administrative permissions can alwaysaccess the archive mailbox to view or delete messages from the archive.Notifications: Alerts sent to administrators about their account services. Alerts can be sentthrough email, SMS, be a message when calling support, and posted in the Control Panel.Office Apps: Office 365 purchased through Intermedia. The service includes the latest versionof Microsoft Office, works with mobile devices, and Office online.Outlook Backup: A service that allows administrators to backup and import .pst files to amailboxes from the Control Panel.Onboarding: The process of migrating data from a previous provider to Intermedia and theprocess of setting up your services for initial use.Onboarding Team: Also known as Cloud Concierge Team. This team will assist with migratingyour data to Intermedia from another provider.Policy Based Encryption: A service that allows customers to set up mail handling policiesbased on the content of a message, if the message meets the set criteria it will be encrypted.Once policy based encryption is enabled, all messages sent from Intermedia mailboxes toexternal recipients are processed according to configured policies and encrypted if required.Pop/Imap Mailboxes: Email protocols that include basic features like two way sync of mailfolders.Reason For Outage (RFO): A full incident report written after Service Impacting Events.Root Cause Analysis (RCA): A summary of an issue from start to resolution.Secure Mail: A service that allows you to encrypt or digitally sign outgoing messages. In orderto use Secure Mail, you will need to activate the Secure Mail service and then install SecureMail software on the machine you want to send encrypted messages from.Service Impacting Events (SIE): A detectable or discernable event that may cause limitedservice interruptions or deviations in the use of one or more of our products.Service Level Agreement (SLA): A service agreement that outlines service response goals.SecuriSync: A cloud file sync and share service that allows you to easily sync files betweenmultiple computers, mobile devices, and share with your work colleagues and colleaguesoutside your company.SharePoint: A service that allows you to create a website and share information, likecalendars and documents, with your colleagues (internal and external). Many customers usethis to work on projects with their colleagues.4

Skype for Business: Previously known as Lync. An instant messaging application that allowsyou to chat with others, file transfer, share screens, and make audio and video calls. Thereare two types of Skype licenses and features vary based on license type.User Pilot: A service that syncs your local active directory with Intermedia’s active directory.Voice Services: Intermedia’s VoIP (Voice over Internet Protocol) phone solution offering theability to configure and manage the way calls route to your business without the necessity ofhaving an on premise PBX.5

Getting Started with SupportOur Goal and Our ObjectiveOur objective is to provide a Worry Free Experience by focusing on first contact resolution,instead of productivity or call length. If for any reason a case isn’t resolved on the firstinteraction, our goal is to work with other teams and push the issue to resolution. We want tobe easy to work with and that’s why we’re here 24x7 to help!Our goal is to resolve 85% of live issue on the first interaction. Since we’ve set that goal, wehave continuously reached and exceeded that number! Feel free to read about our changes inour blog post.What Will You Need Prior to Contacting Support Account ID or Username. (Don’t know your account ID? Click here)Answer to your Account Contact security questions.Access to the machine or device in questionUsername and password of user in question (if applicable)Access to the error or message in questionPrevious case number (if applicable)How to Contact Intermedia SupportAccount Contacts can contact Support by phone (1800-379-7729), by live chat, or through webbased cases. Just log into the HostPilot Control Panel, and click the support icontop right corner for all our contact options. in theOur hours of operation are 24x7, give us a call or chat us live!You can create an electronic case. We suggest using this method for non-urgent, noncritical issues.How to Locate your Account ID and Account UsernameYour Account ID and Account Username can be found at the top of the HostPilot Control Panelafter you log in as shown in the figure below. Our support team will use the Account ID orUsername to locate your account quickly. Your phone number is also associated with yourAccount ID and Account Username. For more information on how this works please read ourLive Support Options section.6

Create and Manage Support CasesCreating a support case is quick and easy. Just log into the HostPilot Control Panel, click thesupport iconin the top right corner, and then click “New Support Case”. In the Supportsection of the Control Panel you can also update, view, and manage all your current or pastsupport cases. Our knowledge base has the exact step by step instructions on how to createand manage your support cases. If for any reason you need some help, feel free to contactour support team via our Live Support Options listed in the next section.In order for our support team to be able to quickly diagnose your issue and find a resolution,we ask that you provide some basic information: Details of the issue or your questionUser or account in questionScreenshots of the error messages (errors, .msg, bounces, network diagnostics, or nondelivery reports)Any steps you have performed prior to contacting support and the associated resultsAny other relevant information about your issueCase Status MeaningsIntermedia Support uses the below case status to keep you up to date on the status of yourissue. Below is a list of the case status used and their associated meanings. Request: Your case is in queue waiting for the next available agent to assist.Open: Your case is open and/or escalated and being worked on.Wait for Customer: Support has provided a response and may need additionalinformation from you or your conformation that the issue is fixed. If you do notrespond to this case status, the case system will auto resolve, and then close yourcase.Completed: Our Development, Product Management, or System Administrator teamhas completed a task and is waiting for our Support team to confirm the solution.Resolved: Your case has been resolved or your question has been answered. This casestatus will auto close in a day.Closed: Your issue has been fully resolved and our agent has confirmed closure of thecase for live interactions. If you need a case reopened, just let us know, we’ll behappy to re-open it.Case Severity MeaningsCase severity is dependent on the impact of the issue. We have three levels of severity. Severity 1: Most severe and one of your core services is down.Severity 2: Medium severity and one of your services is not working as expected.Severity 3: Least severe and is a general question or how to.7