Fortra Support Portal for Alert Logic Customers

Fortra Support Portal Features

The Fortra Support Portal offers several features:

• The ability to manage support cases for many Fortra products - the list of supported Fortra products available in the Fortra Support Portal is regularly expanding
• An integrated support process between the Fortra Support Portal and Alert Logic products, offering a single pane of glass for your support needs
• Tighter integration with all your Fortra products
• Faster and easier interactions to get help from Fortra
• An improved, modern, consistent interface

Timeline for Adoption

Adoption of the Fortra Support Portal is coming to all Alert Logic customers in early 2025. To keep up to date with the progress of this adoption and new announcements, follow the Migration Announcements section in the Alert Logic Support Center. To follow this section, log in to the Alert Logic Support Center and click Follow > New Articles in the top, right corner of the section page.

Preparing for Adoption

To prepare for this transition, Alert Logic customers who have not yet migrated their login credentials to the Fortra Identity Provider (FIDP) must do so. Those customers will receive communication from Alert Logic with the timeline by which the credentials must be migrated. 

Updating your FIDP credentials will not change how you interact with Alert Logic at this time.  You can continue to use the same bookmarks, console, and ticket creation process. We will keep you up to date on additional changes expected to occur later in Q1 of 2025.

Questions

We know there will be many questions as we get closer to the adoption of Fortra Support Portal and we will have much to share with you in the coming months. For the time being, here are answers to some of the most common questions:

• Will I need new account/login credentials to access Fortra Support Portal?
  
  Users who do not already have a Fortra login, will need to create one. You must set up MFA using a secure email address associated with your account - such as your.name@yourcompany.com (personal or .gmail accounts are not acceptable). 
  
  
• Will my emails to the Alert Logic support team still be received?
  
  Yes – emailed requests to the Alert Logic support team will continue to operate as before.
  
  
• Will existing bookmarks still work?
  
  The Alert Logic Support Center will be redirected to Fortra Support Portal. However, some bookmarks may need to be updated.
  
  
• What will happen to my existing support cases?
  
  Your open cases and your case history will be migrated. More details will be provided as we approach the adoption date in early 2025.
  
  
• Where do I get the most recent updates for the adoption of Fortra Support Portal?
  
  There will be multiple avenues to receive updates. Some of those will include (but are not limited to):

• • A banner/pop-up in the Alert Logic Console and the Alert Logic Support Center will notify users of the migration changes in early 2025 and include a hyperlink to this knowledge base article.
  • The Alert Logic Customer Connect newsletter goes out at least once per quarter and will have updates on the adoption. If you do not currently receive the newsletter and would like to, please reach out to your account representative and ask to be added.
  • Follow the Migration Announcements section in the Alert Logic Support Center to be notified of new articles about the adoption. 
  • If you have additional questions, submit a ticket via the Customer Support site and our Support team will get back to you.