FAQs
I am unable to find my site ID in a custom group. What should I do?
Verify if the site ID is added to your site group. If the site ID is not added to the site group, see the Edit custom group section in the
MyService360 User’s Guide. If you are unable to locate a site ID you believe should be available to you, open an administrative service request and provide your account information and site ID(s) you are unable to access.
What are the various Product Level Contacts used for?
Your company’s product level contacts are used to identify who to contact when a product must be serviced by a Dell EMC technical support agent. In a Connect Home Service Request creation, the primary contact is selected automatically. If the primary contact is unavailable, Dell EMC contacts your company through the alternate contact. If the secondary contact also is not available, then the 24-hour contact will be used.
Can I provide more than one contact per role?
Yes, you can provide multiple contacts for a role. But, it is recommended that you provide only one contact for a role. For the connect home/dial home roles, you can only provide one name per role for each asset – one Primary, one Alternate, one 24 Hour.
Should I provide Product Level Contact for products that do not use the Connect Home service?
No, you need not provide Product Level Contacts for products that do not use the Connect Home service.
I am unable to see some of my products installed on a site. What should I do?
If you are unable to view the products installed on a site, send an email to Support@emc.com for online support help with the following information:
- The page that you are currently viewing
- The products that must be displayed
- The product information that is currently displayed
What is the difference between a Company Admin and a Partner Admin?
A Company Admin can manage various site, product, and contact features for the organization. But, a Partner Admin can allow users to manage the Product Alias and Product Level Contacts for the customer products if they are assigned as the Support Partner for the product. A Partner Admin can also demote or promote the Partner Admin privilege for other contacts within the same organization.
How can I request for administrator privileges?
You can contact an existing administrator in your organization to provide you administrator rights. To view the list of existing administrators, from the Company Administration list, click Contacts.
What is the difference between External and Internal Contacts?
Internal Contacts are employees of your organization. External Contacts are contacts from outside your organization that have been granted access to create and manage service requests for a specific site by one of your company administrators.
What are Inherited sites?
Inherited sites are ones that you are connected to because they are associated to your organization and have the Open security setting.
What is Secured Site Access?
Secured Site Access indicates that an administrator for your organization has provided you access to a restricted or blocked site.
Who is a Support Partner?
A Support Partner is the service provider for one or more products at a given site.
When should I use a Third-Party Contact role?
A third-party Contact role must be used for contacts, such as consultants, who need the ability to open and manage service requests, use MyService360, and access to download software on behalf of your organization. Third-party contacts are not employees of your organization and can be identified by the domain of their business email account that is used for their online support account.