Invite Support

For help using Classic DocAve Backup, a Power User can invite a member of AvePoint Support to access their Classic DocAve Backup session to help troubleshoot. To do this, complete the following steps.

Log in to Classic DocAve Backup and click Invite Support in the upper-right corner of the window. The Invite Support window appears.
On the Invite Support window, provide the following information:
1. Invite Support – Provide the product, issue type, severity, and details about your issue. Give as much detail as possible.
  - Product – Select the product type related to your issue from the drop-down list.
  - Issue Type – Choose your type of issue:
    - General guidance – Get general help using Classic DocAve Backup.
    - Troubleshoot an issue – Invite AvePoint Support to help you troubleshoot a problem with Classic DocAve Backup.
  - Severity – Define the severity of the issue by selecting a level on the scrollbar (1=Trivial, 5=Critical).
  - Details – Enter detailed information about your issue in the text box, such as how often the issue appears, what process the issue affects, and what actions were performed before the issue appears.
    
    NOTE
    The content of the detailed information cannot exceed 255 characters.
    
    If the issue is related to a particular job, enter the corresponding job ID in the text box. To add multiple job IDs, separate the job IDs with a semicolon.
  - Attachment – If you have a file that will help explain or resolve your issue, click Browse and select your file.
    
    NOTE
    The maximum file size is 5 MB.
  - Contact Name – Enter your name in the text box.
  - Contact Option – Choose your preferred method of contact:
    - Email – Enter your email address in the text box.
    - Phone – Enter your phone number in the text box.
  - Additional Email Recipients – A notification email will be sent to you after the Invite Support request is submitted. You can add additional email recipients who will receive a copy of the email. If you want to enter multiple email addresses, separate them with a semicolon (;).
  - Would you like AvePoint Technical Support to attempt to fix this issue? – According to your security policy, choose whether to create a temporary account to allow technical support to access your Classic DocAve Backup environment to resolve the issue:
    - Yes, create a temporary account to allow a limited scope of plans and objects to attempt to resolve the issue. – After you invite support for assistance, a temporary account will be automatically created in AvePoint Online Service. The temporary support account will be deleted in 15 days.
      
      NOTE
      This option is only available when your Service Administrator allows temporary account creation for AvePoint Technical Support.
    - No, only notify AvePoint that there is an issue and I will provide additional details to assist in troubleshooting. – If you do not want to create a temporary account for technical support to access your Classic DocAve Backup environment, select this option. Then, click Submit, and you do not need to configure the plan and object scope in the following steps.
    NOTE
    If this field is not available to you, it indicates that your service provider is responsible for your support ticket, and a support representative will reach out to you. Click Submit, and you do not need to configure the plan and object scope in the following steps.
2. Plans – Share plans with the Support user by selecting the checkboxes below the Access column for the specified plans.
  
  On the current page, you can also filter the plans by the keyword. The keyword must be contained in the value of the Plan Name, Description, Product, or Created By columns. Enter the keyword for the plans you want to display in the Input Keyword text box and then click the magnifying glass button to search. You can select Search all pages or Search current page to define the search scope. Search all pages means that the plans in all pages whose columns contain the keywords will be displayed, while Search current page means that only the plans in the current page whose names and descriptions contain the keywords will be displayed.
  
  NOTE
  The search function is not case-sensitive.
  
  Click Next when you finish the configurations.
3. Managed Site Collections/Mailboxes – Share the desired managed site collections by selecting the checkboxes below the Access column for the specified managed site collection.
  - Managed site collections represent the site collections registered to object containers and managed by Classic DocAve Backup.
  - The Support user with Access permission for the site collections is able to manage the site collections in your Classic DocAve Backup environment.
  Click Next when you finish the configurations.
4. Overview – Provide an overview of the issue description and the shared managed site collections and plans.
Click Submit to finish the invitation process. AvePoint Support will receive an email notification to inform them that they are invited to help solve customer issues.

#Invite Support

Invite Support