NHR NetSure Portal Users Guide Network Hardware Resale December 2012
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NetSure Technical Support Portal URL – netsure.networkhardware.com Americas – Santa Barbara, CA +1-800-301-9850 +1-805-690-3159 APAC – Singapore +65 6411 7300 EMEA – Amsterdam +31 20 449 9280 ©2012 Network Hardware Resale, LLC
Access the NHR NetSure Portal at: http://netsure.networkhardware.com
Login with your username & password
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Navigate from the home page to the various areas of the portal: o Contract Management o My Equipment o Service History o Network Monitoring o Knowledgebase o Account Info
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Manage all of your IT Maintenance & Support Contracts in one place o NetSure contracts will automatically be in the portal o Contracts from other vendors can be uploaded into the portal via an Excel upload
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Manage all of your equipment in one place o
Online equipment inventory with export to Excel
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Quick Search by serial number to determine which service provider & contract a piece of equipment is covered under
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Open a service request ticket online or view ticket history for equipment covered by NetSure
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Store equipment configurations for backup
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Configuration and Location Management Š2012 Network Hardware Resale, LLC
Configuration & Location Management o Add Specific notes for addresses that will appear on equipment location o Upload Configurations for backup and troubleshooting
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Request tech support online and review support history o Access to service ticket history from anywhere o Quick search by Ticket Status, Ticket #, Item ID/Part #, or Serial #
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Click “My Equipment” on the navigation bar Get the manufactures serial number for the piece of equipment that is having an issue Input serial number into the Serial # field Click Search If equipment is in the portal it will visible under “Equipment Search Results” If equipment is covered under a NetSure contract, click “Add” under Tickets
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Type subject of ticket Verify your name, email & phone number. Type description of issue. Please provide as much information as possible Click “Add Ticket”
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Ensure security with online user management tools o Update your contact information o Change your password o Manage additional users for access to the portal if you are designated as an admin for your company
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Click the Account Info tab and click on ‘Add User’ (continued on next page)
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Choose ‘User Type’ and ‘User Status’ from the top two drop down menus Enter the User’s email address Enter the User’s first and last names Choose the level of ‘Permissions’ for the User If User was set to only view certain contracts, select the contracts they should have access to Click Save New User will receive an email with log in instructions
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Click the ‘Forgot Password’ link located in the top right hand corner of any page on the portal Enter the email address associated with the account A link to reset the password will be sent to the Users email address
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Once a ticket has been created a NetSure technician will call you within 30 minutes.
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They will work with you to verify the issue and if the equipment is determined to be defective they will authorize the delivery of the replacement equipment immediately based on your SLA.
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When the trouble ticket is closed, you will receive “Return Merchandize Authorization” (RMA) instructions to return the defective equipment to NHR.
©2012 Network Hardware Resale, LLC
Š2012 Network Hardware Resale, LLC
Š2012 Network Hardware Resale, LLC