Revision as of 21:07, 11 September 2008 by Rmatney (talk | contribs) (Understanding The Support Process For Outages: clarifying verbiage and formatting)

Help For New Support Customers & Users

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 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:

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.

  1. Create a case via the 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. 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.
  2. Call the 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.
  3. 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.
  4. If you have not received a response from us, please try updating the case and calling into the 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 at their own peril. Well, that was a little over the top but you should 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.


Recommended Saved Searches

Once you've login in, let's create a search that will find bugs that have your email in the CC: field.


Decided 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.

Then click on "Search" at the bottom.

Scroll down to the bottom of the 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 case could 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 them as well.

My Saved Bugs

There is also a default saved search, "My Bugs". This is for the bug/RFE's you made.

License issues (Dos/Unix New Lines)

vi file and then

:set list

Confirm your not getting the ^M characters at the end.

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