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17 CAU PIM V8x Troubleshooting

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68 views8 pages

17 CAU PIM V8x Troubleshooting

Uploaded by

groovyder-1
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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11/4/2015

CyberArk University
Troubleshooting

Objectives
▪ Understand the CyberArk Support Process
▪ Learn to submit and manage cases
▪ Learn to use the Support Vault
▪ Learn to use the Automated Support Tool

© Cyber-Ark® Software Ltd - No part of this material may be disclosed to any person or firm or reproduced by any
means, electronic and mechanical, without the express prior written permission of Cyber-Ark® Software Ltd. 1
11/4/2015

Who Handles Support?


▪ Technical Problems: CyberArk Support Team
￭ Production problems
￭ Functions that were previously working
￭ Non-billable Services

▪ Implementation Problems: CyberArk Professional Services Team


￭ Deployments or upgrades
￭ Product Customizations
￭ Implementation of new features
￭ Product Training
￭ Billable Services

Automatic Support Tool


▪ The AST can help you gather all the relevant information the support team
may need.

© Cyber-Ark® Software Ltd - No part of this material may be disclosed to any person or firm or reproduced by any
means, electronic and mechanical, without the express prior written permission of Cyber-Ark® Software Ltd. 2
11/4/2015

Automatic Support Tool

▪ Scans for installed components

Automatic Support Tool

▪ Provides quick links to install folders, logs, and config files.

© Cyber-Ark® Software Ltd - No part of this material may be disclosed to any person or firm or reproduced by any
means, electronic and mechanical, without the express prior written permission of Cyber-Ark® Software Ltd. 3
11/4/2015

Automatic Support Tool


▪ Starts relevant performance counters.

Automatic Support Tool


▪ Gathers crash dumps.

© Cyber-Ark® Software Ltd - No part of this material may be disclosed to any person or firm or reproduced by any
means, electronic and mechanical, without the express prior written permission of Cyber-Ark® Software Ltd. 4
11/4/2015

Automatic Support Tool


▪ Packages logs, configs, and dumps for all components into a single file.

Contacting Support
▪ Self-Service Portal

http://www.cyberark.com/services-support/support/online-support/

▪ Support Hotline

Business Hours: 1-888-808-9005


Off Hours: 1-844-537-7700

▪ Support Vault

https://support.cyberark.com/SFE/

10

© Cyber-Ark® Software Ltd - No part of this material may be disclosed to any person or firm or reproduced by any
means, electronic and mechanical, without the express prior written permission of Cyber-Ark® Software Ltd. 5
11/4/2015

Self Service Portal

11

Self Service Portal


▪ Login can be provided by Account Executives, Support, or Professional
Services.

12

© Cyber-Ark® Software Ltd - No part of this material may be disclosed to any person or firm or reproduced by any
means, electronic and mechanical, without the express prior written permission of Cyber-Ark® Software Ltd. 6
11/4/2015

Self Service Portal


▪ Search the Knowledgebase.

13

Self Service Portal


▪ View Old Cases

14

© Cyber-Ark® Software Ltd - No part of this material may be disclosed to any person or firm or reproduced by any
means, electronic and mechanical, without the express prior written permission of Cyber-Ark® Software Ltd. 7
11/4/2015

Self Service Portal


▪ Log a Case

15

Support Vault

16

© Cyber-Ark® Software Ltd - No part of this material may be disclosed to any person or firm or reproduced by any
means, electronic and mechanical, without the express prior written permission of Cyber-Ark® Software Ltd. 8

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