You can submit a ticket to Aeris support if you have a request or issue with the portal. This article outlines how to create, view and update tickets.
In this article:
Create a Support Ticket
To create a support ticket:
- In the navigation menu, hover over Help and click Create Support
Ticket.
- This open a new tab with a request to sign-in to Aeris Support. Click Continue with
AerPort sign-in.
- If prompted, enter your AerPort sign-in credentials.
- Next you see My activities. You can select to Submit a Request, or view
My requests or Requests I'm CC'd on.
- Click Submit a Request.
- Populate the form fields with as much detail as possible, to ensure that the support
team can fully understand your issue.
- Once the form is complete, click Submit to submit the ticket.
View and Update Your Ticket
To view recent activity on a ticket or update a ticket with additional details:
- Navigate to the Zendesk support portal.
- If prompted, enter your sign-in credentials. The dashboard is displayed.
- Select the ticket to open the ticket details.
Incident Management
Incident reporting is managed by Type, Issue, and Severity.
- Type: Technical Issues, User Access and Authentication, Data-Related Issues, Functionality Queries, End-User Support
- Issue: These can be anything from login problems to update failures depending on the Type.
- Severity: Critical, High, Medium, Low
The following table provides a list of examples to help determine the severity. While this table applies to all AerPort users, some items apply only to Aeris IoT Watchtower™ users, such as those referring to Watchtower, Awareness, Enforcement, and Risk.
| Type | Issue | Severity | Example |
|
Technical Issues |
System Downtime - Awareness | Critical | Not seeing data within specified time and locations/devices. |
| System Downtime - Enforcement | Critical | Unplanned outages or downtimes that affect the availability of this function (for example, not forwarding traffic). | |
| Performance Degradation | High | Slow response times, lagging, or reduced performance of the service. | |
| SIEM Integration Failures | High | Problems with the Syslog data to customer SIEM deployments. | |
| RISK Report | Medium | Not generating – not matching, not populated, wrong information, and so on. | |
| Enforcement | Critical | Significant packet drops incorrectly and affecting service. | |
| High | Security policy not enforced correctly (traffic match/action taken). | ||
| Medium | Mismatch reporting of traffic blocks/allows versus what it has been configured to. | ||
| High | Configured policy not applied, in timescales (2hr policy application). | ||
|
User Access and Authentication |
Permission Issues | Low | Users having incorrect access levels, preventing them from performing certain tasks. |
| Login Problems | High | User with correct permissions cannot log into AerPort or Watchtower. | |
|
Data-Related Issues |
Data Perception | Low | Enterprise has the perception that the data is wrong in Watchtower. |
| Data Corruption | Med | Instances where data becomes corrupted, inaccessible, or lost. | |
| Data Mismatch | Med | Data not matching between IoT-A and Watchtower. | |
|
Functionality Queries |
How-to Questions | Low | Users need assistance with how to use certain features or functions of the software. |
| Expectation | Low | Features not performing to expectation. | |
|
End-User Support |
Training Needs | Low | Users require training or additional resources to effectively use the software. |
| Documentation Requests | Low | Users need more detailed documentation or guides. |
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