The RockIT Client Portal brings your Managed Service account to your desktop with quick access to support, invoices, project work plans, configurations and agreements.

Requesting Support

When you have a technical issue the RockIT Client Portal is the best way to create and manage support requests.

For quick access to support please carry out the following steps:

• Right click RockIT’s support tool, which can be found by the clock at the bottom right of your screen. (See image below)
• Click ‘Raise a Ticket’

• Click ‘I Have a Problem’ at the top right of the screen
• Enter your email address and password. Your password was provided to your Technical Contact during your Initial Setup. If you're unsure please use the ‘Forgotten your password’ link to have your password emailed to you.
• Click the Orange ‘Create Ticket’ button
• Step 1 - Select the type of technical issue you’re experiencing by highlighting one of the options in Yellow
• Step 2 - Enter a ticket ‘Title’. Now enter a ‘Problem Description’, entering any additional information requested
• Step 3 - Check your 'Contact Details'
• Click ‘Submit’ to send the ticket to RockIT.

Once you have submitted a support request, you will be emailed to confirm that we have received your request. Within 15 minutes our Service Manager will respond outlining the Priority which has been set for your ticket including the estimated resolution time.

Managing Support Requests

Once you have submitted a support request, you have two options when it comes to managing this request. These are as follows:

• Using the ‘Tickets’ option on the top navigation. Depending on your security privileges, this will provide access to your own support requests or if you’re a Business of Technical Contact, this will provide access to companywide support requests for a 360 degree view of all the current technical issues your company is facing.
• By responding to emails we send you. As we progress your support request, you will receive emails along the way. If you would like to supply us with additional information or we have asked you any questions, feel free to communicate through your email application.

Downloading Invoices

To access any invoices we have sent to you please click ‘Account’ from the top navigation, followed by 'Invoices'. This screen will enable you to print, download and check the status of invoices. Please note that this facility is not accessible to general users.

Managing your Account

The Client Portal ‘Account’ facility allows you to change companywide account information and edit, delete or add additional users. Please check that the information we currently hold for your company is accurate, and ensure that any changes to your account and user details are recorded here. Please note that this facility is not accessible to general users.

Review Current Projects

Any project work being carried out by RockIT can be reviewed by clicking ‘Projects’ on the top navigation. Project Work Plans will provide access to full project plans including phases, tasks and scheduling information. Please note that this facility is not accessible to general users.

Proactive Care Agreements

Those clients being supported through a Proactive Care agreement can review their agreement including their monthly balance by clicking ‘Accounts’, followed by 'Agreements' on the top navigation. Please note that this facility is not accessible to general users.