Cloud Support for Host users

PANTHEON

This instruction explains how a PANTHEON user can request Cloud support when an issue cannot be resolved independently.

Cloud support can be requested in two ways:

1. Directly from PANTHEON/PANTHEON WEB
2. Through PANTHEON U-site, if the request cannot be submitted from PANTHEON

Cloud support enables the support provider to assist the user remotely and, where required, access the selected Cloud database for the defined period of time.

1. Requesting Cloud Support from PANTHEON

When you encounter an issue in PANTHEON and need assistance, contact your support provider by email (podpora@datalab.si), describing the issue, or create a new incident (LINK) and request a Cloud Support session.

When the support provider is ready, they will usually contact you by phone and guide you through the process. However, if you already know that a database connection will be required, you can submit a Cloud Support request yourself.

To start the Cloud support request:

1. Open PANTHEON or PANTHEON WEB.
   
2. Go to Help (?) | Cloud Support Login.
3. Specify the number of days for which you want to grant Cloud Support access to the database.
4. Click Start.

This enables your support provider to connect to your database from their workstation without requiring your presence.

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note Cloud support is generally billable. For more information, contact your support provider or your Datalab partner.

2. Requesting Cloud Support through PANTHEON U-site

If you cannot submit the Cloud support request directly from PANTHEON or PANTHEON WEB, you can submit it through PANTHEON U-site.

To submit the request through U-site:

1. Open PANTHEON U-site.
2. Log in with the user account registered for your company.
3. Go to Support | Cloud Support.
4. Submit the cloud support request.

Warning When submitting a request through PANTHEON U-site, support can be requested only for all databases belonging to your company, if your company has more than one database

3. Granting Access for Cloud Support

On PANTHEON U-site, the user can allow support access to the Cloud database or databases.

The user defines how many days the support access will remain active. After entering the number of days, the user clicks Start.

After clicking Start, the Host AD support login is prepared and becomes available for the support provider.

This means that the support provider can access the active support session by using the Cloud Login Support authentication option in PANTHEON or Clotho.

4. Support Provider Login

After the user clicks Start, the Host AD support login is ready.

The support provider then opens PANTHEON or Clotho.

In the PANTHEON login window, the support provider selects Host Login Support in the Authentication field.

After selecting Host Login Support, the support provider clicks Logon.

A new form named Cloud Support Login is opened.

In this form, the support provider enters:

• Partner user
• Password

After entering the Partner site username and password, the support provider clicks the GET requests button.

After clicking GET requests, all currently active support sessions available to the support provider are displayed in the list.

The list contains the following information:

• Company
• UID
• User
• DateTime
• Databases

The support provider selects the relevant support session from the list and clicks Open.

After clicking Open, the selected support session is prepared for login.

The support provider then clicks Logon in the PANTHEON login window to open PANTHEON and continue with the support process in the selected Host database.

If the support provider does not want to continue, they can close the Cloud Support Login form by clicking Cancel.

The Host Login Support authentication option is shown only when PANTHEON detects that the login is related to a Host environment.

If the required support session is not displayed after clicking GET requests, the support provider should check whether:

• the user has successfully clicked Start,
• the support access period is still active,
• the correct Partner site username and password are being used,
• the support session was created for the correct company or database,
• the database is a Host database.

5. Important Technical Notes

The Cloud Support Login option is available only for Datalab and partners.

If required, the following setting can be added to the Pantheon.ini file under the [Program] section:

• HostingSupportLogin=username

The username must be the user’s PANTHEON U-site username.

If the value is left empty:

• HostingSupportLogin=

The username can be entered later in the login form when displaying active support sessions.

If the Cloud Support Login option is not visible in the Help menu, check whether the database is actually a Host database. This can also be checked in the database by verifying whether the acIsHostDB field in the tPA_SysParamSys table is set to T.

6. Summary

Use Cloud Support Login in PANTHEON or PANTHEON Web whenever possible.

If the request cannot be submitted from PANTHEON, use PANTHEON U-site | Support | Cloud Support.

The user must be logged in to U-site with the company’s registered user account. When using U-site, the support request applies to all databases belonging to the company.

Remote support access is active only for the number of days defined by the user.