How To Make the Most of RAP as a Service Support

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Summary :   Bryan Zink , a Senior Microsoft Premier Field Engineers based in the US, dives concisely into the details of what you need to do to make the most of RAP as a Service Support. Enjoy!

Bryan here again to discuss making the most of the support model available for the RAP as a Service offerings. If you’ve been able to take advantage of this great new assessment platform, there is one new key benefit that we’re finally offering: a great support experience.

In this short article, we’ll introduce you to What is supported, talk about When you might want support and finally, show How you get support.

What is supported?

The short answer to this question is pretty much everything, except the resolution of identified issues. All support is provided through the RAP as a Service Online Services portal.

You’re only a few clicks away whether you want to provide feedback, open a support case or search the online knowledge base. This is where you do it.

When might you want support?

When you’re navigating the portal to review issues from a recent data submission, we provide a ton of resolution related material in several formats. When something about the toolset or maybe even one of the recommended actions just isn’t that clear, browse into the UserVoice site by clicking the question mark in the upper right corner:

RaaS Portal Top Bar

As you can see from the screen shot below, you can easily Give Feedback, Contact Support or browse the Knowledge Base.

RaaS UserVoice Support Portal

How do you get support?

For now, all RAP as a Service support is offered through email and accessible from the RAP as a Service Online Services portal.

RaaS Online Services Portal

Once you’re signed in to the portal, there are three simple steps.

1)  Click the Question Mark icon to get into the UserVoice site

2) Click on the Contact Support link

3) Finally, complete a short form and your help ticket will be opened.

Fill in a Help Ticket

As of when this article was posted, the Service Level Agreement (SLA) for contact is 72 hours. Presently the current experience is much faster.

Article written by Bryan Zink, Sr. Premier Field Engineer; posted by Frank Battiston, MSPFE Editor