Introduction
Every Technical Support Request, regardless if it was submitted by phone or directly on the Online Support Portal, is available online, 24x7, through your Support Portal account.
Customers with access to the portal, can log in anytime to check the latest updates and status of their current cases, as well as review their old cases for previous resolutions and information.
How to access your Cases through the Online Support Portal
Go to the Support Portal
Enter the credentials provided when you made your first technical support request or Net.Cover registration;
Note: if you have issues accessing the Online Support Portal please refer to the “Access issues” section below.
When logged in, you will be able to see the list of cases you have submitted and their current status (open or closed). Should you wish to to check the details of a specific case, simply click on the Case Number.
The Case Detail will provide the following information:
- Case status, Relevant dates, Impact and Urgency.
- Summary of the issue faced and severity.
- Product information.
- All comments and general communication made throughout the case lifetime.
- Any documents/files that have been attached to the case.
- Case Resolution.
From here you can:
Use the "New Comment" to provide extra information, answer a question that a Service Desk agent has asked, provide feedback relating to resolution testing etc.
Attach files to the case.
By clicking the “Edit Case” button you can amend more case relevant information, such as the case title, the type of issue faced, if it is reproducible, its severity and impact etc.
When you have finished your changes click “Save Case” to submit the new details.
At any stage during the update the “Back” button will allow you to navigate one step back in the process.
Other options to update and monitor your cases
Customers can access our Service Desk by telephone, using the toll free numbers or via the Live Chat from the webpage.
The telephone number for your region can be found in our webpage at Allied Telesis Helpdesk
If you can´t remember your Online Support Portal password, or if you are not sure you have received your credentials as yet, you can first try to gain access using the “Forgot your password?” link.
You need to use your business email address, we are accepting only traceable e-mails addresses and we are not accepting requests containing non-business addresses like gmail, outlook, yahoo, hotmail etc.
You will receive an email from atsupport@alliedtelesis.com with a link to reset your password in the following format, if you don´t see it in your main box, please check your SPAM folder.
If you don´t receive an email with your credentials procedure does not work, please register using the “Sign Up” button.
Alternatively, please contact us via Live Chat or Phone on the number provided on the Service & Support Homepage