Support FAQ

We at Idera Technical Support would like to provide you with the following information about our support process and services. We hope that this information will help make your experience the best possible.

• How do I access support for the products I have purchased from Idera?

  Idera Technical Support is available 24x7 via the Customer Support Portal(A), email(B) and phone(D). Chat(C) support is only available during normal business hours 8:00 am – 6:00 pm CT, Monday – Friday.

  Methods for contacting Technical Support include:

  1. Click here to login to the Customer Support Portal using your ID and password.
     • If you did not receive an ID and password when your licenses were emailed to you, please register here at least 24 hours before your first use of the portal.
     • Use the Knowledge Base

       After login, select ‘Find Solution’ and enter the question or product error text that you need information about. The knowledge base will return all articles that are relevant to the search entry.

     • Open a new case

       The Customer Support Portal will provide you with the means to open a case online and immediately receive a case number for tracking. Please open a case for each NEW issue that you need assistance with and an Idera Technical Support Engineer will respond to you in a timely manner.

       TIP: The most effective means of problem resolution is to keep issues separate. Idera uses the ‘1 issue to 1 resolution’ method for case management. Each customer issue is tracked with an individual case number and monitored by Technical Support until a resolution or workaround is identified and provided to the customer. All support communications will reference this assigned case number. When multiple issues are reported at the same time, each issue will be assigned an individual case number.

     • Add comments or attachments to an open case
     • Monitor the status of an open case
     • Review closed cases
  2. Email support@idera.com with questions or issues when use of the Customer Support Portal is not convenient. Please include the product name and version in your email.

     This email address is monitored 24x7 for high severity issues.

  3. Chat: www.idera.com/support - during business hours only - 8:00 am – 6:00 pm CT, Monday – Friday (excluding holidays)

     Look for the ‘Live Support’ icon at the top of the Support Portal Login page to start a chat session.

     Use chat for quick questions and minor troubleshooting issues.

  4. Phone 713-533-5144 to speak with a Technical Support Engineer for all technical issues.

     After business hours, our phone message provides you with several options for accessing support including an additional phone number for reporting high severity issues that occur after our normal business hours. NOTE: The additional phone number provided in the afterhours message may change without notice so please call 713-533-5144 anytime phone support is needed.

• How do I download and install a full production version? How can transfer the product configuration I used during evaluation to a full production copy of my Idera product?

  All Idera products have a single installation kit for both trial and full production installs. Upon initial installation, the full product is installed but the license included is only for a 14-day trial period. Once this trial license expires, a full production license can be applied to the existing installation to continue using the product.

• How do I request a new product license key or change the machine name for a license that was previously issued to me?

  Both of these requests are serviced by the Idera Licensing team. Please send an email with your request to licensing@idera.com. Idera Technical Support is not able to fulfill licensing requests. Please contact your Account Manager for more information.

• How long will it take to receive a license after my request?

  License requests are fulfilled as quickly as possible and most reach the customer within 1 business day. Your request may be delayed due to the volume of requests received but even in times of heavy volume, you should expect to receive a license no later than 2 business days from your request. If you have an urgent license request, please contact your Account Manager using one of the options listed on our website.

• How do I upgrade my existing Idera product installation?

  In general, Idera product installers will detect an existing installation and automatically perform an upgrade on or your existing Idera installation. You can simply run the Installation Kit on top of your existing installation to upgrade.

  1. The best practice for upgrading is to perform the upgrade on the backend components first (repository database, main console, management services, etc) and then upgrade any additional Agents or Consoles you have installed in your environment.
  2. Before performing ANY upgrade, please consult our upgrade FAQs and the Documentation included with the new release, as it will cover the upgrade process for that particular product in greater detail. Most products contain a PDF document named “Upgrading [product name]”, while others provide upgrade information in the Release Notes. Both of these documents can be found in the extracted Installation Kit.
      
• How do I add a new contact for my company or change my own login information for the Idera Customer Support Portal?

  Please click here to register a new contact at your company. To change a password on an existing account, click here and choose ‘Forgot Password’ and a new password will be automatically emailed to the address you provided during the original registration process.

• How do I request a walkthrough or other installation assistance after I have purchased an Idera product?

  Please contact us at support@idera.com and request a product walkthrough. Please include the product and version you need assistance with. Our Support Engineers will reply with a scheduled time to answer your questions and assist you with installing and configuring an Idera product.

  1. In an effort to make the most of this 30 minute appointment, we ask that you prepare by downloading and extracting the product installation kit and that you review the documentation included in the installation kit. Most of our products include an installation wizard that will walk you through the basic steps needed to complete the install. Please take a few moments to review the installation wizard , note any steps that may be unclear and our Support Engineers can assist you more effectively during your walkthrough appointment.
      
• How can I request a product demonstration during my evaluation period?

  For a brief demonstration of the capabilities of any Idera product, please take a moment to review the product tours on our website. Links to these screen shot and video tours can be found on the main page for each Idera product. If you still have questions, or would like to request a more in-depth tour with one of our systems engineers, please contact sales@idera.com or your account manager to schedule a product demonstration.

• How can I request support for your free tools?

  Idera Freeware products are supported differently than our licensed software products. Freeware support is available via online FAQs. Links to the FAQ for each free tool can be found on the main page for that product. If the FAQ does not answer your technical question or resolve an issue, you may email freeware@idera.com for additional assistance.

• How can I determine if there are updates for my products?

  You can compare your current product version to this list. If you are not on the latest release, please follow the link on that page to request an upgrade to the current release. Alternatively, you can go to Help > Check for Updates, which is a feature that is built into most Idera products. This feature will contact our website to determine if you have the latest release installed.

• How can I opt out of future email and/or offers from Idera?

  If you would like to stop receiving emails from Idera regarding our products and promotions, please email your account manager or support@idera.com to be removed from our mailing lists.

• When is the next release of my product?

  For information about upcoming product releases please contact your account manager or sales@idera.com for the most accurate and up to date information.

• Can you assist me with installing/configuring my products after I have made a purchase?

  All of our products include documented step-by-step procedures for installation and configuration in common usage scenarios. Please review the product documentation including the “Quick Start Guide.pdf”. If you still have questions, our Support Engineers will need to schedule a time to assist you. We ask that you have the appropriate installation kit downloaded and extracted and that you review the documentation included in the installation kit before scheduling a 30-minute appointment for a product walkthrough. Please contact Idera Technical Support to arrange a time for the walkthrough.

• Can you assist me with creating custom reports based on the data gathered by an Idera products?

  Idera technical support is not able to assist with creating custom reports or scripts, even when intended for use with an Idera product. In some cases we are able to provide information about the repository database schema, and we can always submit a request to have your custom report included in a future release of your Idera product. Please log into the Idera support portal and search our knowledge base for specific schema information, or to log a feature request for new reports.

• Can Idera support create the custom counter that I need?

  Idera technical support is not able to assist with creating custom counters or scripts, even when intended for use with an Idera product, but we can submit a feature request to have our developers implement your desired counter in a future release of our products. Please log into the Idera support portal to log a feature request for new counters.