Remote Support for Host users

This chapter describes how a start and execute a remote support session for a Host user.

1. Initiating Remote Support independently of PANTHEON

1. Contact your support provider and request a remote support session.
2. When the support provider is ready, he or she will let you know, usually by telephone. Type in a short description (up to 60 characters) explaining why you are requesting remote support and click the Start button.

3. Your support provider will guide you by telephone while you work together on your computer.
4. You can also communicate with the support provider with the instant messaging functionality integrated into remote support. The text messages exchanged are saved so you can review the conversation later.

Remote support is generally chargeable. For more information, contact your support provider or Datalab partner.

2. Initiating Remote Support directly from PANTHEON

In Pantheon.ini file under section [Program], add a new record "HostingSupportLogin=username",  where username is your username for Usersite. If username in Pantheon.ini file is left blank (HostingSupportLogin=), it can be entered later on the login form for displaying active sessions.

You can initiate remote support from PANTHEON by selecting the Cloud Support Login option in the Help menu (the Help icon  in any window).

If there is no option for Cloud Support Login in Help menu, then check if the database indeed is a hosted database. Check can also be done with SQL command. Check if field acIsHostDB is set to 'T' in table tPA_SysParamSys.

On this website, user has the option to allow PANTHEON AD user to access the selected database(s). If PANTHEON detects that it is a Host login, the third option Host Login Support under Authentication is offered. You also need to define how long AD support login will be active for this session by specifying the number of days. Then click the Start button.

After clicking the Start button on the website, your host AD login is ready. Open PANTHEON or Clotho and select Host Login Support in the Authentication field.

A form for the opened session opens. Enter your Partner site username and password. After clicking the GET requests button, all active sessions are displayed (for supporters). Select your session and click  the Open button and then the Logon button for PANTHEON to open.