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Inside the Self-Service Portal

The RadiSys Self-Service Portal is an internet-based, interactive tool designed to provide you direct access to RadiSys Global Services. It provides a complete web-based portal within which you can manage your warranty support and product service activity. It allows you to obtain authorizations for warranty and non-warranty product repair services as well as manage you RadiSys Global Services account and ask questions about the portal and other issues. At anytime, you can log in to view updates, current status, ask additional questions, and provide additional information. You can enter your RadiSys Global Services Self-Service Portal at http://www.radisys.com/Service.html.

After a successful login, the first page to be displayed is the RadiSys Global Service & Support Portal Home page. This page contains three important elements:

• Navigation Tabs
• RMA Activities link
• Open Cases List

Navigation Tabs

The navigation Tabs indicate your current location/page. Each page provides access to different services. Tabs allow you to move between different pages and services. To move from one page of the system to another, simply click on the Tab at the top of the screen.

• Home
• Log a Case
• View Cases/li>
• Logout

RMA Activities link y

Located just below the (4) tabs, you will find the RMA Activities link.

Selecting this link will launch the web-based RMA Center in a separate browser window.

To learn more about the RMA Center and RMA activities, please see "Using the RMA Center".

Open Cases List

Displayed just below the link to RMA Activities is your Open Cases list. This list provides a quick view of all cases you have submitted to RadiSys Global Services that are open when you log into your portal. The list is presented as a grid of (3) columns and each row represents a single case. For each case, the list displays:

• Number
• Subject
• Create Date/time

To view additional information about a particular case, click on the text in the Subject column and you will be taken the Case Detail screen. In addition to displaying additional information about your case, the Case Detail screen also enables you to add comments, questions, and attachments to your case.

Log a Case

If you're unsure of what is required to resolve your issue and need assistance with any of our products or services, including using the Self-Service Portal, please select the Log a Case Tab. To log case do the following from any tab/screen:

1. Select the Log a Case tab
   
2. Select a type that best describes the type of question you have from the drop-down list of the Type field.
   
   

   The types from which you may select are listed and described below.

   Account Administration
   Use to obtain assistance with a Customer Interaction Center user profile/account (i.e. name changes, addresses changes, username and password changes, etc.).

   General Comment/Question
   Use to submit comments and feedback regarding our products and services, to ask general questions when hardware repair service or technical support is not needed.

   Hardware Services
   Use to obtain assistance with product repair/service (i.e. RMA request follow-up, non-warranty repair quotes, Product Service Reports, etc.). Use the RMA Activity Tab to request RMA numbers & view RMA status

   OS-9
   Use to obtain assistance with installing, configuring, setting up, and using OS-9.

   Service Products & Sales
   Use for requests associated with using the Customer Interaction Center, to obtain information about Support Agreements, Extended Warranty, and other Services product offerings

   Technical Support
   Use to obtain assistance with installing, configuring, and using Radisys Hardware & Software products (i.e. technical information, technical specifications, "how to", etc.).

   NOTE: Not all services are available via the warranty support program. Some services require the purchase of a Technical Support Agreement (TSA). If your company has an in-force TSA, Global Services will respond to your questions per the terms of that agreement.

3. Enter a subject for your question in the Subject field. The maximum number of character allowed for this field is 100 characters.
   
4. Describe your questions or issue in detail in the Description field.
   
5. Click Submit button
   

View Cases

In addition to the Open Case list displayed on the Home tab, you can view additional cases on the View Cases tab. The View Cases tab gives you the choice of viewing open cases or closed cases. A list of open cases is the default view upon displaying the page.

To view closed cases, click on the [View Closed Cases] button. Click on the [View Open Cases] button to return to the list of open cases.

Open and Closed Cases Lists

This Open Cases list provides a quick view of all cases you have submitted to RadiSys Global Services that are open when you log into your portal. The list is presented as a grid of (3) columns and each row represents a single case. For each case, the list displays:

• Nubmer
• Subject
• Create Date/time

This Open Cases list provides the same quick view of all cases you have submitted to RadiSys Global Services that are closed when you log into your portal. To view additional information about a particular case, click on the text in the Subject column and you will be taken the Case Detail screen. In addition to displaying additional information about your case, the Case Detail screen also enables you to add comments, questions, and attachments to your case.

Case Detail

The Case Detail screen displays additional information about the case you selected from the Open or Closed Case list. Additional information that is displayed includes:

• Status
• Account and Contat Information
• Comments
• Related Activities
• Attachments

The Case Detail screen also enables you to add comments, questions, and attachments to your case.

Related Comments

This section lists the comments that Global Service team members have added to your case and comments that you have added as well.

To add a comment or question about your case, do the following from the Open/Close Case list:

1. Select the case number to which you want to add a comment or ask a question.
2. On the Case Detail Screen, click the [Add Comment] button.
3. Enter the comment or question I the Comment field.
   
4. Click the [Submit] button

Attachments

This section contains information about the attachments that were added to the case by a Global Services team member or you. The section displays the attachment name, comments describing the attachment, the attachment filename (which is the attachment name by default), and size of the attachment. From this section, you can view, edit or delete any files that are attached to the case.

View, Add, Update, and Delete Attachments

Please note that any changes to attachments (add, update, delete) will appear in the Comments section as a comment. Updating an attachment will replace the existing attachment with a new file. After adding an attachment, the process to update the attachment is the same.

To view an attachment, do the following from the Case Detail screen:

1. In the Attachments section of the Case detail screen, locate the attachment you want to view
   
2. On the row containing the attachment you want to view, click on "View"

To add an attachment, do the following from the Case Detail screen:

1. Go the Attachments section of the Case detail screen (top of screen).
   
2. Click the [Add Attachment] button at the top
   
3. Use the browse button to locate the new file to be attached and select it.
4. Enter any comments that you’d like into the Comments field.
   Hint: Use this field to describe the contents of the file to eliminate having to use long file names.
5. Click the [Attach] button.

To update an attachment, do the following from the Case Detail screen:

1. Go the Attachments section of the Case detail screen (top of screen).
   
2. Locate the attachment you want to update.
3. On the row containing the attachment you want to update, click "Update"
   
4. Use the browse button to locate the new file to be attached and select it.
5. Enter any comments that you'd like into the Comments field.
   Hint: Use this field to describe the contents of the file to eliminate having to use long file names.
6. Click the [Attach] button.

To delete an attachment, do the following from the Case Detail screen:

1. Go the Attachments section of the Case detail screen (top of screen).
   
2. On the row containing the attachment you want to delete, click "Delete"
   
3. Click the [Yes] to button to delete the attachment. Click the [No] button to close this window without deleting the attachment. Enter any comments that you’d like into the Comments field.