Customer Service How-To: Accessing Support Documentation

By Craig McLemore, Knowledge Manager

We try to make things as user-friendly as possible, and a lot of our hosting infrastructure is highly automated so you can get up and running without needing our help. Our “on-boarding” support includes using the Control Panel to create mailboxes, contacts, groups, etc.; setting up profiles for mail clients; and BlackBerry setup and resets.

After that, some users need advanced troubleshooting that requires help from our operations department, and some users need help for basic tasks that we cover during the on-boarding process and is explained in our extensive support documentation. When that’s necessary, we have additional, paid support.

Here’s an overview of what’s considered a “chargeable event.”

To help you avoid these charges, let’s go over how to access the support documentation and some quick tips and tricks.

You can access support documentation either via the Control Panel or via the Apptix website.

From the Control Panel
If you’re an administrator, chances are you spend a fair amount of time in the Apptix Control Panel managing and configuring things. Once you’ve logged in with your username and password, just click on Help & Support either on the bottom of the left-margin navigation or in the right-side list. A second window displays separate lists of documents for end users and documents for administrators.

Note: Support documentation is available only through the Admin access of the Control Panel. End users do not have the Help & Support menu option in their Control Panel.

From the Apptix Website
Whether you’re an administrator or an end user, you can access the support documentation through the Apptix website; no username and password is required. On the Support page, under “Support Documentation,” choose either 'Technical Admins' or 'End User' to access the list of support documents.

However you get to the documentation, the list is organized by product/service (Control Panel, Exchange, SharePoint, etc.) so that you can find the right information as quickly as possible. You can open each PDF in your browser simply by clicking on the link, or right-click | Save link as… to download documents to your hard drive.

Tip: Downloaded PDFs contain bookmarks to assist with document navigation; bookmarks are not present when opening the PDF within a browser.

Your Feedback
We will post a series of “How-To Blogs” of the most common support-related issues and solutions. We welcome your feedback to help us prioritize the order and scope of these posts so that we provide information that is useful to your business.

Please leave any requests and feedback in the comments section.