SMAX: FREQUENTLY ASKED QUESTIONS

 

When is SMAX launching?

SMAX was launched for our Connectivity, Collaboration and some Cloud Services customers on 2nd February 2022.
The remainder of our Cloud Service customers will be migrated to SMAX from Q3 2022.

 

How can we get prepared for using SMAX?

Check out the training videos, the FAQs and speak to your Account Manager or Service Delivery Manager for further support, if needed. SMAX is highly intuitive, easy to navigate and provides a fresh new modern interface which makes it easy to adopt.

 

How do I login to SMAX for the first time?

*As of 28th September* Before you login to SMAX for the first time you will need to register for an account. Please follow the account registration steps. Once you are logged in you will be taken to the SMAX dashboard which will allow you to make a request or check progress on existing requests raised via our Support Team.

 

How do I reset my SMAX password?

*As of 28th September* If you forget your SMAX password, you can now reset your details from the SMAX login page. Please follow the password recovery steps.

 

My email domain is not recognised. How do I get a support handle?

*As of 28th September* During the registration process, if your email domain (e.g. @example.com) is not recognised you will need to provide your organisation’s unique support handle. The support handle is a unique 32-digit alphanumeric code which can be obtained from a colleague or your IT team, where an exisiting SMAX user. Please follow obtain my support handle to retrieve your organisation’s code.

 

Where can I see my service and support requests?

By clicking on ‘Your Requests’ which is located to the right side of the search bar, you will be able to see a list of requests which allows you to keep track of your service and support requests. ‘Public requests’ show you requests already logged by colleagues within your organisation. This will allow you to see the status of service and support requests right across your organisation.

 

Can I live chat with one of the support team via the Virtual Agent?

The virtual agent will provide ‘live chat’ in a future phase of SMAX, but not from launch. The virtual agent will initially provide an alternative way to search for information during Phase 1 of SMAX.

 

What’s the most effective way to self-diagnose my issue?

To self-diagnose an issue, either use the search bar or the virtual agent by typing in your issue e.g., slow connection. Articles will appear in the search results which assist with self-resolution. If you do not see an article to assist with resolution for your issue, please select a relevant ‘support request’ and complete the form.

 

Where are the options to raise a change, for example to update a back-up schedule?

The way we describe change requests has changed. Firstly, there are two types of offerings within SMAX. These are service requests and support requests. Change requests are now known as service requests. Incidents are now known as support requests. You can find service and support offerings by searching in the search bar and completing the relevant form. * Note, within our Service Definitions, Change Requests will now refer to Service Requests.

 

What do I do if I can’t find a relevant support request after searching using the search bar?

If you cannot find a relevant support request, please try using alternative key words relating to your query. Alternatively, if immediate technical report is required, please contact our support team on 0345 120 7070. For other queries or requests please contact your Account Manager or Service Delivery Manager.

 

How do I log a support ticket?

To log a support ticket, simply type in key words relating to your issue using the search bar or virtual agent. Then select the appropriate Support (or Service Request) for completion. For other queries or requests please contact your Account Manager or Service Delivery Manager.

 

Where can I find an update on my service or support requests?

For updates relating to your service or support requests, view ‘Your requests’ on the SMAX dashboard. There are four filters for requests. These are grouped as ‘Open’ or ’Closed’. ’Public requests’ shows other requests within your organisation. ‘Following’ allows you to follow a public request to get updates.

 

Can I see requests raised by others within my organisation?

Find ‘Your requests’ on the SMAX dashboard. Select to filter by ’Public request’. shows other requests within your organisation. ‘Following’ allows you to follow a request by someone else in your organisation and to get updates.

 

How can I view all the detail within a request?

To view all the detail within a request, select the request reference and select view to see full details. All the information, which was captured on the request, including the resolution will be displayed. Interactions and attachments are also visible.

 

If I have an idea for enhancement of the portal, where I can channel this?

All ideas can be shared with your Account Manager or Service Delivery Manager, or if you prefer you can feedback by completing the following form.. These will be reviewed regularly and those selected for implementation will be prioritised.

 

If I identify a defect, where can I channel this?

Where a defect is identified please log a Support request directly within the SMAX portal by searching for ‘SMAX defect’ in the search bar or alternatively, select the ‘Applications’ tile from the dashboard and search.

Let us know your feedback on SMAX

We welcome suggestions and feedback on SMAX and would like to hear of any enhancements you would like to see. These will be reviewed on a 4-weekly basis and selected for prioritisation.

    redcentric

    Redcentric

    0800 983 2522 sayhello@redcentricplc.com