Support Portal

The iPass Managed Network Services Portal provides centralized visibility and control over your iPass networks, with vital information about your locations, orders, and case tickets. Its customer care and service ordering sections present real-time updates as support technicians and provisioning coordinators enter work log data. Unique logins allow role-based access to the features that are appropriate for each user’s job function. For example, accounts payable staff can access invoices, while help desk personnel can access case tickets.

Key Capabilities of iPass Managed Network Services Portal

The Managed Network Services Portal provides corporate IT managers with these capabilities:

Online Billing
iPass provides detailed billing information on a monthly basis for download from the Managed Network Services Portal. A single bill allows IT managers to more easily manage their month-on-month budgets. And, with fewer resources spent on managing multiple vendors and multiple invoices, greater focus can be placed on managing the core business and meeting corporate objectives.

Order Management
This section of the portal helps you manage and simplify the various aspects of order entry and fulfillment. The iPass order process accelerates provisioning, so you receive the service you need, when you need it.

• To create a new order, simply enter the location and contact information in the online form.
• iPass streamlines the process by automatically capturing and integrating all the required information into a solution plan that outlines exactly what speeds and service types to order without having to validate each order.
• You can view completed orders, in-process orders, or orders on hold.
• Reviews and updates of work logs are instantly available.

Customer Care

As a customer, you can view the details of your individual site tickets, including the work log files. New tickets can be opened electronically via the Managed Network Services Portal:

• Search for specific cases by date window, user name, location ID, or case number.
• Access high-level snapshots of any cases, including open cases, 90-day case history and updated cases that may have been opened through the portal.

Case Information
Help desk staff can search by the store/location’s name to see:

• Whether a ticket has been automatically opened by network monitoring that detected the outage.
• A note from the iPass help desk engineer who contacted the appropriate carrier to open a case ticket with them, if appropriate.
• Information about the next action to be taken or the resolution of the problem.

Service-Level Management Reports
The portal also lets you generate reports regarding your iPass SLAs, including:

• End-to-end availability, end-to-end round-trip delivery and end-to-end round-trip latency for Retail and Branch Office services.
• Mean time to repair for Retail and Branch Office services.
• On-time installation: iPass targets 30 business days to have a location up and running – including the circuit, VPN appliance and every other aspect of the service.
• The Managed Network Services Portal itself has an SLA availability of 95 percent.

Ad Hoc Performance Reports
This powerful trending and analysis tool allows your network engineers and help desk personnel to run ad hoc reports on critical network performance for Retail and Branch Office services. Historical records across dozens of performance parameters are accessible for data mining to help you:

• Troubleshoot issues
• Determine the performance of new applications
• See how the service is affecting the overall network and more

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