Memority Support Portal
As client or integrator, you can access Memority Support Portal to get some help or request services.
Access the portal with Memority Support Portal - Service project
How to access the portal
To access the portal, you first need to have an account created by Memority.
There is a limit of 5 accounts per company to the support portal, please contact your administrator to get an access.
Action | Description |
|---|---|
As company manager, request an account creation for your coworker:
| |
As the coworker, follow the link in the invitation email you received | |
Fill in the form to complete your account creation:
| |
Authenticate to access the Memority Support Portal |
Requests
Process
You can create a new ticket to raise an issue or ask for assistance. There is several kind of requests you can use, we advise to use the right one to have the better answer for your request.
Fill in the form according to the documentation (see below). Before submitting, you can select the if you want to share the visibility to the ticket with an organization and select it (you can be assigned to several organizations).
Once created, the Memority support team will check your request and reply or escalate to an other Memority team. Bear in mind the more details you add in tickets, the best the answer will be.
Incident
This section contains requests about service incidents.
It must be used if you have an major disruption with Memority service, not in case of issue.
Report an incident
This request allows you to report a general Memority service incident you detected.
Summary: Set a short and meaningful summary of your issue
Tenant: Indicate the tenant identifier and the environment. If you have doubt, paste the URL of the error page.
Emergency: Indicate the emergency of the incident.
Impact: Indicate the impact of the incident.
Description: Write a full description of the issue, more information you set, more efficient the support will be.
A good description should contains:
The date and hour with the time zone
The impacted user and eventually the actor who did the action
A description of actions performed that lead to the issue
Results you’re waiting for, and results you have.
Attachment: Do not hesitate to add any attachment that can help us to understand the issue such as screenshot (the wider the best), HAR files, ...
Professional Services
This section contains requests about professional services.
You can ask for assistance about your tenant and evolution on Memority.
Raise a bug
This request allows you to raise a bug about a configuration you performed on Memority.
Summary: Set a short and meaningful summary of your bug
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the error page.
Priority: Indicate the priority of the bug.
Description: Write a full description of the bug, more information you set, more efficient the support will be.
A good description should contains:
The date and hour with the time zone
The impacted user and eventually the actor who did the action
A description of actions performed that lead to the issue
Results you’re waiting for, and results you have.
Attachment: Do not hesitate to add any attachment that can help us to understand the issue such as screenshot (the wider the best), HAR files, export of your configuration, ...
Ask for assistance
This request allows you to request an assistance to set up a use case for a tenant.
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Write a full description of the use case, more information you set, more efficient the support will be.
Attachment: Do not hesitate to add any attachment that can help us to understand the use case you want to configure such as mock-up, specifications, requirement list, …
Product evolution request
This request allows you to request for a product evolution you want Memority to study.
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Write a full description of the use case, more information you set, more efficient the support will be.
Attachment: Do not hesitate to add any attachment that can help us to understand your use case such as mock-up, specifications, requirement list, …
Application requests
This section contains requests related to applicative integration.
You can request action regarding your Memority tenant.
Increase quotas for API calls
This request allows you to request an increase of API calls quotas to be able to perform more actions on your tenant.
Bear in mind this is a paid option.
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Write a full description of your needs, including the additional volume quota you want to benefit from Memority. More information you set, more efficient the support will be.
Attachment: Do not hesitate to add any attachment that can help us to understand your needs.
Federate Memority
This requests allows you to ask to add or modify a federation between Memority (as Service Provider SP) and an external Identity Provider (IdP).
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Write a full description of your need, including the federation protocol you support, the technology/product nam of your IdP, …
More information you set, more efficient the support will be.
NO SECRET SHOULD BE SHARED within a request. Please do not include private keys, client_secret, etc. in your request. A Memority Professional Service member will contact you to gather these information through a secured channel during the implementation.
Attachment: Do not hesitate to add any attachment that can help us to process your request such as interface contract, SAML metadata, URLs of your OIDC/OAuth2 endpoints...
Network requests
This section contains requests about network requests.
You can request action regarding your Memority tenant.
Renew SSL certificate
This request allows you to request CSR and send the new SSL certificate once generated for implementation on your Memority tenant.
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Write a full description of your needs, more information you set, more efficient the support will be.
Attachment: Do not hesitate to add any attachment that can help us to process your request, such as public keys, Certification Authority root and sub-root certificates, …
NO SECRET SHOULD BE SHARED within a request. Please do not include private keys in your request. A Memority Professional Service member will contact you to gather these information through a secured channel during the implementation if needed.
Update IPSec tunnel
This request allows you to ask to update an IPsec tunnel to access an application deployed on-premises.
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Write a full description of your needs, more information you set, more efficient the support will be.
You should at least indicate the name and purpose of the application you want to access to through the IPSec tunnel.
Attachment: Add the updated interface contract
NO SECRET SHOULD BE SHARED within a request. Please do not include passwords, PSK (pre-shared key), etc. in your request. A Memority Professional Service member will contact you to gather any required sensitive information through a secured channel during the implementation if needed.
Add / Delete SFTP account
This request allows you to ask to add or delete a SFTP account to access the file exchange service of your tenant.
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Write a full description of your needs, more information you set, more efficient the support will be.
You should at least indicate the name and purpose of the access to be able to determine the login and rights for this account.
Attachment: Add the public key linked to this access.
NO SECRET SHOULD BE SHARED within a request. Please do not include private keys in your request. This information is not required to set a new SFTP account. A Memority Professional Service member will contact you to gather any required sensitive information through a secured channel during the implementation if needed.
Use custom mail domain for notifications
This request allows you to ask to use a custom mail domain to have a sender email with client’s mail domain in Memority’s notifications.
To do that, there is a light process :
Create the request to ask for the modification
Memority will answer with DNS records to add on client’s DNS service
Once done, Memority will validate the records and modify the mail sender
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Write a full description of your needs, more information you set, more efficient the support will be.
Attachment: Do not hesitate to add any attachment that can help us to understand your needs.
Other
This section contains miscellaneous requests.
Add an access to support portal
This request allows you to ask for a new access to Memority support portal.
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Give the mail address of the user to add.
Subscribe to a new Memority Offer
This request allows you to ask a quotation to subscribe to a new Memority offer.
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Write a full description of the use case, more information you set, more efficient the support will be.
Attachment: Do not hesitate to add any attachment that can help to understand the use case such as screenshot (the wider the best), an export of your configuration or else.
Other request
This request allows you to ask for non qualifying needs.
Summary: Set a short and meaningful summary of your use case
Tenant: Indicate the tenant identifier and the environment. If you have a doubt, copy/paste the URL of the user portal.
Description: Write a full description of your business case, more information you set, more efficient the support will be.
Attachment: Do not hesitate to add any attachment that can help to understand your business case.
