Question
How do I get started using the Akumina Support Portal? Do I need to register a new account?
Answer
Using the Akumina Support Portal is the best way to submit a new ticket and managing existing tickets. You will need an account to access the Portal and view your company's tickets.
Logging In
You can register for a new account, or log in if you previously registered for an account:
Contacting Akumina Support
Using the Support Portal
Submitting a ticket online is the preferred method of communicating with Akumina, as your organization will be able to see and manage multiple issues concurrently on the same page the next time you log in.
Once logged in, click “Submit a request” in the upper-right hand corner of the screen. This will open a page with a simple to use form.
To see all of your organization’s tickets, click your name (see Example Person, above) in the upper right hand corner of the screen, then select “My Activities”.
Please send a note to support@akumina.com which includes explicitly-defined steps to reproduce the current issue.
Note: if you contact Akumina with a critical matter, please include either the word “urgent” or “critical” in the subject line of your email – this triggers an alert to our on-call staff.
Working with Akumina Support
Upon receipt of a new support request, the request will be assigned a case number in the Akumina incident ticket tracking system. This case number should be used as a reference with all correspondence with Support. All incoming support cases are reviewed and assigned to an appropriate available Tier 1 Support Technician per Priority. Initial response by the assigned Support Technician may involve clarifying questions, requests for more detail and/or diagnostic information or coordination for a call or online troubleshooting session.
If the incident cannot be resolved on the initial contact, Support will collaborate with internal resources to complete in-depth research to further define and troubleshoot the issue.
Akumina Support Priority Definitions
Please refer to this article for more information about ticket prioritization and Service Level Agreements: Akumina Technical Support SLA