Getting the Most Out of the Alert Logic Support Center

The Alert Logic Support Center (https://support.alertlogic.com) houses several resources that you can take advantage of when you're in need of support or want to expand your understanding of Alert Logic solutions. This article includes information on submitting support tickets, checking ticket statuses, following Community and Knowledge Base content, accessing your user profile, and more.

In This Article

• Getting Started
• Create & View Support Tickets
  • Follow or Unfollow Organization Tickets
• View Your Knowledge Base & Community Contributions
• Follow Content You Care About
  • Follow Knowledge Base Sections & Community Topics
  • Follow Knowledge Base Articles & Community Posts
• View & Manage Content You're Following
• Access Your User Profile

Supported Browsers

Please note that the Support Center supports the following browsers:

• Desktop
  • Google Chrome: latest two versions
  • Mozilla Firefox: latest two versions
  • Apple Safari: latest two versions
  • Microsoft Internet Explorer: latest version only
• Mobile
  • Apple Safari: iOS 9 and higher
  • Google Chrome: latest version

Getting Started

When you arrive at the Support Center home page (https://support.alertlogic.com), you will see a number of options to access support information, including Documentation, the Knowledge Base , Training, and Community. Most of the information in the Support Center is available to the public. If you'd like to contribute in the Knowledge Base or Community or access your Support tickets and user profile, you must log in to the Support Center with your Alert Logic product credentials.

To log in to the Support Center, click the Sign In button in the top right corner of the home page. You will be prompted to provide your product log-in credentials. Once logged in, you will have access to all content and functionality within the Support Center!

Training content is available via Alert Logic University. To learn more about access, please see the Does Alert Logic offer product training? knowledge base article.

Create & View Support Tickets

If you need to submit a ticket with Alert Logic Support, click on the Create a Ticket button at the top right of the Support Center. You will be taken to a web form, in which you can provide the information for your query and submit the ticket to our Support team.

You can access all tickets that you've submitted since June 2016 within the Support Center. Click on the drop-down arrow to the right of your name and profile picture in the top right corner of the page. Choose My activities. Here, you can see all of your submitted tickets, as well as tickets that you are CC'd on and tickets associated with your organization. You can search for specific tickets and filter on current ticket statuses.

Follow or Unfollow Organization Tickets

From the Organization Tickets tab of the My Tickets page, you have the ability to follow all tickets created by anyone within your organization. If you manage several Alert Logic customers, utilize the organization drop-down to choose which organization's tickets you'd like to follow. Once you've chosen your desired organization, click Follow. This will notify you via email of every ticket that is created from or for your organization.

If you've previously opted in to following all of your organization's tickets and would like to opt out, simply click Unfollow and you will stop receiving all of the related tickets.

View Your Knowledge Base & Community Contributions

Anything that you've contributed in the Community or Knowledge Base, including comments and posts, can be accessed by you from the drop-down arrow to the right of your name and profile in the top right corner of the page. Choose My activities, and then choose Contributions from the top bar of tabs.

You can also access this information from your user profile. See the Access Your User Profile section below for more information on your profile.

Follow Content You Care About

When you come across content - be it a Knowledge Base section or article or Community topic or post - you have the option to follow it. Simply click the Follow button next to the section, article, topic, or post. This will opt you in to email notifications on changes and additions to the content you've chosen to follow.

Follow Knowledge Base Sections & Community Topics

When following Knowledge Base sections and Community topics, you have the option to receive email notifications any time a new article/post is added or any time a new article/post is added AND any time a new comment is added to an article/post in that section/topic.

Utilize the below list of links to easily get to the sections and topics you want to follow:

Knowledge Base Categories

• Best Practices
• Feature Education
• Frequently Asked Questions
• How Tos
• Security & Software Updates
• Compliance

Community Topics

• Cloud Insight Essentials
• Discussions
• Feature Requests
• Feedback
• Improved Log Search
• Incident Console General Availability
• Questions & Answers
• Tips & Tricks

Follow Knowledge Base Articles & Community Posts

You have the option to follow a single Knowledge Base article or Community post. You will receive email notifications when these are updated or comments are added to them.

View & Manage Content You're Following

You can see all of the content that you're following by clicking the drop-down arrow to the right of your name and profile in the top right corner of the page and choosing My activities. Then choose Following from the top bar of tabs. Here, you can keep track of all the content that you're following. You can also unfollow anything that you no longer wish to receive notifications on.

Access Your User Profile

To access your user profile, click the drop-down arrow to the right of your name and profile picture and choose My profile. Your profile shows you all of your activity in the Community and Knowledge Base, as well as how many other users you are following and that are following you.

Your profile can be accessed by other Support Center members and visitors from a contribution of yours, and you can access other members' profiles in the same way.

You can follow another Support Center member from their profile. Simply click Follow in the top right corner of the user's profile and choose whether you'd like to receive email notifications for new articles and posts or new articles, posts, and comments they contribute.

Is there something you want to see from the Support Center that isn't available today? Drop us a note in the comments - we'd love to hear your feedback. We hope that you'll take advantage of all that the Support Center has to offer!