This playbook shows you how to configure your Orbitera support account; submit and manage support requests; identify issue priorities and SLAs; and find self-service support articles and resources.

What you'll learn

Orbitera administrator console: Your organization's Orbitera account interface.

Orbitera support console: A support tool that you can use to create and manage support requests.

Log in to the Orbitera support console.

Log in

Please note: Your username will be your email address + .cc (ex. johndoe@orbitera.com.cc)

* If you have an account, proceed to step 5.

Sign-up > Complete form > Submit

Hover over your account name

My Settings > Email Settings

Support dashboard > Cases

Support console > Cases > Select ticket > Case comments > Add Comment > Save

1. Log in to the Orbitera admin console.

Log in

2. Select the support icon located in the upper right hand corner of the dashboard.

3. The support icon opens the support console login page where you can create a ticket. The support request is then routed to our support team and can be viewed within your support console.

4. After submitting support requests, you can view and manage tickets in the Orbitera support console.

Severity

Description

Urgent

Critical system failure.

High

Service use severely impaired.

Medium

Service use partially impaired, workaround exists.

Low

General questions or Request For Enhancement (RFE). Service fully usable.

Hours of operation: Monday through Friday, 8:00 am to 5:00 pm PST

Severity

Initial Response SLAs

Urgent

4 hours (during hours of operation)

High

8 hours (during hours of operation)

Medium

8 hours (during hours of operation)

Low

8 hours (during hours of operation)