Answer: 

How Do I Log A Support Case After-Hours if I am an Abila Business Partner?


DISCLAIMER:  

These instructions are only for the Business Partner category.
 
Any of these categories: 

 

  • an Account Management Company (AMC)

  • ​Product Partner/Implementation/Tech Partner needing to log cases for clients 

  •  Referral Partners
     

Please log cases from the  Support Portal.

Not sure which category you fall under? Contact Abila for assistance.

 

Business Partners: 

Our chat support is only available from 8-5 CT M-F excluding holidays.  After hours you would need to log your support request from the Partner NetSuite Dashboard.  You can access this portal from:

 

*Direct NetSuite URL = https://3663550.app.netsuite.com/c.3663550/portal/login.html 

 

* From the Support Center, there are direct links for Partners under the "Other Resources" list.

 

* From the Knowledgebase, you can access these resources from the Partner Menu.


Once logged in, from the menu options across the top of the home page, hover over Support>Cases>New, and click NEW.

 

If the case is on behalf of a customer, log it under their account, and click the 'case on behalf of' checkbox.

Select the contact you are working with at the customer's site, and you can add your email address to the email field separated by a comma if you'd like to get the case notes or replace the email that is visible with your own if the case notes should not be sent to the customer contact. NOTE: The case is still visible in the Support Portal for the customer. 

Enter the Product, Subject, and Message to support, then submit to send it to the queue.

 

If the case is for your own issue, log the case under your Partner account number, enter the Product, Subject, and Message to support, and then click 'submit' to send it to the queue.  If it is after our posted support hours, your case will be available for selection from our case queue on the next available business day.

 

​The Community Brands Partner Directory does not require a login.

  • Product/Tech Partners may contact Abila to update information in their listings.

 

Required Tags:

Article Type: 
Product Info
Product Line: 
Miscellaneous
Product Module/Feature: 
-None-
Ranking: 
0
No votes yet