Ajcody-New-Customers-Users: Difference between revisions

 
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=Help For New Support Customers & Users=
#REDIRECT [[Information_for_New_Customers]]
 
==Actual New Customers & Users Homepage==
 
Please see [[Ajcody-New-Customers-Users]]
 
==Details On What's Supported And Response Times==
 
'''Please review the following''':
*http://www.zimbra.com/support/support_overview.html
*Log in to your Zimbra support portal account (Network Edition Customers) read the "Support Program Plan" (pdf) linked on the left side. Specifically observe the under "Exclusions" and "Reasonable Use Policy" sections.
**As of 12 August 2008, it says:
***Requests that are excluded from support include but are not limited to: performing initial installs of customer systems, performing migrations, performing upgrades of customer systems, performing configuration changes to add or remove servers or services, and testing a customer’s system. Zimbra Professional Services may be available to assist with these projects.
 
==New Network Support Customers==
 
Your sales contact should already have made a support record for your company in our case management tool (Salesforce). Once setup, contacts ["accounts"] can be added to your Salesforce support record. Added contacts are then tied into our other primary support tool, the Support Portal.
 
Please [http://www.zimbra.com/about/contact_us.html Contact Sales] if you're unsure whether you and/or your company have been setup in Salesforce/Support Portal.
 
If you are an existing customer, and know your company was already setup in the support tools, and you have an account but need to add individuals to the "Contacts" record, please submit a case to support with the following information:
* Full Name of new contact
* Title of new contact
* Best Phone to reach new contact ''This will be used in outage situations as well, most likely''
* Email address of new contact
 
Login url for the Support Portal is linked from here:
*http://www.zimbra.com/about/contact_us.html
 
==Understanding The Support Process For Outages==
 
These are my own thoughts & advise that I want to share with customers so they can avoid a bad experience in case they have an outage situation.
 
#Create a case via the [https://support.zimbra.com/supportlogin.php Support Portal]
#*Left-hand lower section, Case Menu > Submit A New Case
#*When you need urgent help '''PLEASE DON'T EMAIL DIRECTLY TO newcase@zimbra.com OR support@zimbra.com'''. Cases that come in this way will not get flagged appropriately for an outage situation, they will be flagged lower in priority within our queue. [https://support.zimbra.com/supportlogin.php Support Portal] you may assign the appropriate priority level accordingly to scope, impact, urgency of issue
#*Please include as much detail as possible to allow us to perform effective investigation prior to calling you. Having details of the situation also allows us to reach out to any resources (people) we may feel are needed prior to calling you back.
#*Include contact information in the new case record. Desk phone, cell phone, alternate email address, and YahooIM are all useful. This allows us to contact you for clarification as needed.
#Call the [http://www.zimbra.com/about/contact_us.html Support Phone Line]
#*If you get the voice mail - don't panic or hang up without leaving a voice mail.
#*Leaving Voice Mail
#**Give your name and company first
#**Give your Case number that you created second.
#**Summarize the outage situation.
#**Mention your contact information.
#Continue to work on the issue yourself.
#*Promptly update the case with all relevant information you discover
#**Left-hand lower section, Case Menu > Case Management
#**If you can't "email", use the Comments section with your case record to input the information.
#If you have not received a response from us, please try updating the case and calling into the [http://www.zimbra.com/about/contact_us.html Support Phone Line] again
#* Note that depending on the day and hour of your outage, time might be needed for the information to route to the on-call staff and for them to get into a position to respond.
 
==Bugzilla And Why It Matters==
Bugzilla is a critical tool for our customers, and those that ignore it do so <i>at their own peril</i> (mwah hah hah). Well, that was a little over the top, but you should totally learn to use bugzilla. Here's some basics to get you started.
===Create Bugzilla Account===
This is open to anyone. It's not tied to your Network Edition support id.
*http://bugzilla.zimbra.com/createaccount.cgi
===Recommended Saved Searches===
Once you've created your account and logged in, let's create a search that will find bugs that have your email in the CC: field.
#Go to http://bugzilla.zimbra.com/query.cgi
#Decide if you want to adjust the highlighted items under "Status:".
#Under "Email Addresses, Bug Numbers, and Votes", have only the "a CC list member" checked. The "contains" field should then include your email address.
#Click on "Search" at the bottom.
#Scroll down to bottom of search results window, and in the field for "Remember Search as" put in "My CC's". Click on the "Remember search" button.
 
These saved search configurations will now show up towards the bottom of the bugzilla windows. They can be reconfigured or deleted under your Preferences > Saved Searches.
 
When you have a support case and the issue is tied back to a bug or RFE, it will be crossed linked within bugzilla and our case management tool. Once you know the bug/RFE number, add yourself to the CC: field for it. In my opinion, the Zimbra support case can be closed at this point because bugzilla will notify you of changes via email now. And if you have the saved CC search above, it will be easy for you to manage those as well.
 
===My Saved Bugs===
 
There is also a default saved search, "My Bugs". This is for the bug/RFE's you created.
 
==Create A Forum Account==
 
Please create a forum account. There's a wealth of information and experienced Zimbra administrators that are accessible there.
 
Please see:
* http://www.zimbra.com/forums/register.php
 
==Create A YahooIM Account==
 
Most of us in support have YahooIM accounts and this can prove useful even when on a telephone call since it speeds up the sharing of information. It's to the discretion of the support staff to offer the IM session.
 
Please see:
* http://messenger.yahoo.com/
 
==Planning My Installation==
 
===Expectations===
 
Support doesn't do migration for customers, nor do we do migration planning.  We'll can help if you run into issues during migration. Are there gray areas involved in this? Yes, of course. Some guidelines to follow:
 
* Engage your sales contact about your needs.
** Sales has access to pre-sales engineers and tools that can help plan your Zimbra deployment and migrations.
** If your needs exceed the above, they can determine if our Professional Services group would be a good option for you.
* When you start to engage the Support Team
** Try to have specific questions or issues rather than large open-ended ones - those that imply support is doing the planning or migration for you.
** It would be helpful if you documented your "plan" to the best of your ability and to share that with support as issues  or questions come up.
*** This gives us more "concrete" information to work against.
** Be prepared to know and investigate the technical requirements for the "other" mail server. Support will offer what we can but there is no obligation for us to know all the in's and out's of another mail server product. The exception to this would be when we are working with our tools that we developed for migration. And even then, there is a certain expectation of knowledge we require of the administrator in regards to the other mail system.
* Remember, anyone can use the Zimbra Forums! Advise and help is free and open to everyone on the forums.
 
===First===
 
Please take time to review the Administrators Guide. Noting what features you might want or need for the installation. It would be wise to make notes while your skimming the guide of features your wanting. Depending on the choices you have, it might drastically effect your installation steps. Do you want HSM, Archive & Discovery, Proxies - what type, and so forth.
 
* Official Administration Guide
** http://files.zimbra.com/website/docs/Zimbra%20NE%20Admin%20Guide.pdf
 
===The Basics===
 
====Starting Official Source Guides====
 
* The Main Page
** http://www.zimbra.com/products/documentation.html
* The Release Notes
** http://files.zimbra.com/website/docs/Zimbra%20NE%20Release%20Notes.pdf
* System Requirements
** http://files.zimbra.com/website/docs/Zimbra%20Collaboration%20Suite%20System%20Requirements.pdf
* Quick Start Installation Guide
** http://files.zimbra.com/website/docs/Zimbra%20NE%20Quick%20Start.pdf
 
====Other Resources To Review====
 
General Ways To Find More Specific Information:
 
* Search Zimbra Site
** http://www.zimbra.com/search/
*** Notice that you can refine where your search looks, click on the "Advanced Search" link next to the search button.
* Looking at "Categories" within the Wiki pages. This might be more helpful compared to a general search.
** http://wiki.zimbra.com/index.php?title=Special:Categories
* My wiki notes are actually spread out among multiple pages but I also have them displayed into one page. This makes it easier to search the table of contents or the complete listing using your web browser (usually ctrl-f).
** http://wiki.zimbra.com/index.php?title=Ajcody-Notes
* Still confused by HSM, see the following:
** [[Ajcody-Server-Topics#HSM_Or_Hierarchical_Storage_Management]]
* GAL - Global Address Book Items To Consider
** [[Ajcody-Server-Topics#GAL_.28Server.29_Topics]]
* SSL Certificates
** [[Ajcody-Server-Topics#SSL_Certificate_Issues]]
* Proxy Items
** [[Ajcody-Server-Topics#A_Proxy_On_You.21]]
* What about Mobility Options?
** [[Ajcody-Mobile-Topics]]
 
====Please Consider Your Backup Issues Before Deploying====
 
Assuming you've consulted the other above resources as well.
 
More items to consider:
* Backup Plans
** [[Ajcody-Server-Topics#What_About_Backups.3F_I_Need_A_Plan]]
* General Backup / Restore Issues
** [[Ajcody-Backup-Restore-Issues]]
 
====Be Aware Of DR Processes====
 
* [[Ajcody-Notes-Multi-Server-Restore-DR]]
* [[Ajcody-Disaster-Recovery-Specific-Notes]]
 
===Multi-Server Installations===
 
Assuming you read or skimmed the above.
 
====Starting Official Source Guides====
 
* Main Page For Them
** http://www.zimbra.com/products/documentation.html
* Multi-Server Installation Guide
** http://files.zimbra.com/website/docs/Zimbra%20NE%20Multi-Server%20Install.pdf
* Migration Wizards, Connectors, and Clusters Guides
** http://www.zimbra.com/products/documentation_additional.html
*** Cluster Guides
**** Single Node Cluster Installation Guide
***** http://files.zimbra.com/website/docs/Single%20Node%20Cluster%20Installation%20Guide.pdf
**** Multi Node Cluster Installation Guide
***** http://files.zimbra.com/website/docs/Multi%20Node%20Cluster%20Installation%20Guide.pdf
* Archiving and Discovery
** http://files.zimbra.com/website/docs/Zimbra%20NE%20Release%20Notes.pdf
 
====Other Resources To Review====
 
* Understanding your hardware issues - work in progress still.
** [[Ajcody-Notes-ServerPlanning]]
* Archiving and Discovery For Multi-servers
** [[Ajcody-Notes-Archive-Discovery]]
* Issues Around LDAP Master And Replica Install/Setups
** [[Ajcody-Server-Topics#Can.27t_Setup.2FInstall_LDAP_Replica]]
 
===Migration Issues===
 
* My Migration Issue Notes
** [[Ajcody-Migration-Notes]]
*** This will also reference other necessary documentation.
* Understanding Mailing List options
** [[Ajcody-MailingLists-And-Mailman]]
* MTA/Postfix differences you might need to be aware of
** [[Ajcody-Server-Topics#Postfix_-_MTA]]
 
==License issues (Dos/Unix New Lines)==
 
vi file and then
 
:set list
 
Confirm your not getting the ^M characters at the end.
 
[[Category: Community Sandbox]]

Latest revision as of 20:29, 4 February 2010

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