#Invite Support

The following user roles can invite a member of AvePoint Technical Support to help troubleshoot issues in AvePoint services.

• Tenant owner

• Service administrator

• Application administrator

• Customized administrator

To invite support, complete the following steps:

*Note: The Application Administrators can only invite support for the services which they have permission to access.

Click Help & Resources on the left navigation pane, and then click Invite support in the drop-down menu. The Invite support pane appears on the right of the page. Then, refer to the following sections to submit a support ticket.

#For a new issue

To invite support for a new issue, follow the steps below:

1. Provide a brief description in the Summary field.

2. Select the service for which you want to invite support.

3. Select A new issue as the Support ticket type.

4. Choose the type of issue you are requesting support for.

   • General guidance – Get general help using AvePoint Online Services.

   • Troubleshoot an issue – Invite AvePoint Technical Support to help you troubleshoot a problem with the selected service.

5. Severity – Define the severity of the issue by selecting a level on the scrollbar (1=Trivial, 5=Critical).

6. Details – If there are any job failures or exceptions, provide the Job IDs to us to continue our research. Enter detailed information about your issue in the text box, including the frequency of the issue, the steps performed before encountering the error, or the specific assistance you need for an operation.

7. Tenant owner – Your tenant owner will be automatically displayed in this field.

8. Attachment – If you have a file that will help explain or resolve your issue, click Browse and select your file. After you upload an attached file, click privacy agreement to view the details, and then select the checkbox to proceed.

9. Contact name – Enter your name in the text box.

10. Contact email – Enter your email address in the text box.

11. Additional email recipients – If you want other people in your organization to know about this issue, you can enter multiple email addresses in the text box and separate them with a comma (,) or semicolon (;).

12. Phone number – Select a country code from the drop-down list, and then enter your phone number in the text box.

13. Would you like AvePoint technical support to attempt to fix this issue? – According to your security policy, choose an option from the following:

    • Yes, create a temporary account to allow a limited view of my AvePoint Online Services environment to attempt to resolve the issue. – By default, this option is selected. When you invite support for assistance, a temporary account for an AvePoint technical support team will be automatically created, and the temporary account will be automatically deleted in 15 days.

    • 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 AvePoint service’s environment, select this option.

    Note the following:

    • If you are a customer managed by a service provider, these options may be hidden in your AvePoint Online Services environment according to the configurations made by your service provider.

    • These options are available when the temporary support account creation is allowed in Administration > Security.

14. Click Invite.

#For an existing issue

To invite support for an existing issue, follow the steps below:

*Note: This is only supported in AvePoint Online Services commercial environment.

1. Select the service for which you want to invite support.

2. Select An existing issue as the Support ticket type.

3. Case number – Enter the existing issue’s case number.

4. Details – If there are any job failures or exceptions, provide the Job IDs to us to continue our research. Enter detailed information about your issue in the text box, including the frequency of the issue, the steps performed before encountering the error, or the specific assistance you need for an operation.

5. Attachment – If you have a file that will help explain or resolve your issue, click Browse and select your file. After you upload an attached file, click privacy agreement to view the details, and then select the checkbox to proceed.

6. Contact name – Enter your name in the text box.

7. Contact email – Enter your email address in the text box.

8. Additional email recipients – If you want other people in your organization to know about this issue, you can enter multiple email addresses in the text box and separate them with a comma (,) or semicolon (;).

9. Phone number – Select a country code from the drop-down list, and then enter your phone number in the text box.

10. Would you like AvePoint technical support to attempt to fix this issue? – According to your security policy, choose an option from the following:

    • Yes, create a temporary account to allow a limited view of my AvePoint Online Services environment to attempt to resolve the issue. – By default, this option is selected. When you invite support for assistance, a temporary account for an AvePoint technical support team will be automatically created, and the temporary account will be automatically deleted in 15 days.

    • 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 AvePoint service’s environment, select this option.

    Note the following:

    • If you are a customer managed by a service provider, these options may be hidden in your AvePoint Online Services environment according to the configurations made by your service provider.

    • These options are available when the temporary support account creation is allowed in Administration > Security.

11. Click Invite.