Ontrack® Online™ VMware Portal Nathan Small Technical Leadership Team (TLT) Welcome to the Ontrack® Online Partner Portal, where in one secure online location you can: Register and administer customer data recovery jobs Track currently active jobs View a customer job status, anytime from start to finish

Table of Contents Review the most commonly used functions: Why did we create a Portal? Logging In and Registering a Job Viewing a Job and Job Status Using Quick and Search Filters In this presentation, we’ll review the most commonly used functions of the partner portal. For further details, please refer to your Standard Operating Procedure. Let’s begin with: Logging In and Registering a Job Viewing a Job and Job Status Viewing the Verifile Data Report Recovery Decision: Accepting/Declining/Canceling or Acknowledging the job as Unrecoverable And finally, Using Quick and Search Filters

Why did we create a Portal? Logging in and registering a customer job through the Ontrack Online partner portal.

Why did we create a Portal? Our studies have shown that VMware SRs that result in data recovery recommendations typically do not generate a positive customer satisfaction experience. This portal aims to seamlessly allow VMware to transition a customer over to Kroll Ontrack by creating a ticket for them and populating that ticket with technical information. While we need to be impartial to other vendors that offer data recovery solutions, this portal and seamless transition will improve the customers’ experience. Logging In: The Customer Login page appears when you start the Ontrack Online Partner Portal session.

Logging In and Registering a Job Logging in and registering a customer job through the Ontrack Online partner portal.

Logging In and Registering a Job Login ID and Password VMware Support Engineers will login to https://partneronline.krollontrack.com/Login.aspx?Lang=EN-US and registers a new job which includes technical details as to the reason of the recovery request, and customer contact details as well. Login: vmware *Current password: VMware123 *Note: The password for this portal updates every 6 months. You will need to review the confidential section of VMware KB article 1015413 for the current password for this site: http://ikb.vmware.com/kb/1015413 Logging In: The Customer Login page appears when you start the Ontrack Online Partner Portal session.

Logging In and Registering a Job Login ID and Password Logging In: The Customer Login page appears when you start the Ontrack Online Partner Portal session. To log in to the Ontrack Online Partner Portal, you will need your login ID and password. When a Partner Administrator adds you as a partner to the Ontrack Online Partner Portal, your login credentials are sent to your contact e-mail address. The first time you log into the Ontrack Online Partner Portal, the Password Expiration page appears, stating "Your password will expire in 5 days. Would you like to change your password now?" If you click yes, the Change Password page appears If you click no, the Data Recovery Jobs page appears and you can continue without changing your password. However, if you do not change your password within five days, the first time you log in after that time, you will automatically be directed to the Change Password page. You must change your password at that time before continuing

Logging In and Registering a Job Navigation Menu: Job Management Register a Job Registering a Job: The Register Job page records all essential data of a job and enables you to register a new customer job. To Register a New Job (This screen is slightly different and customized for VMware with fields on type of Storage and the ‘failure reasons’ have more to do with storage issues. It also has a drop down for the VMware location the engineer resides in.) On the navigation menu under Job Management on the left side of the screen, click Register Job You will then enter the following information: Internal Job Number Media Count Media Type Operating System Service Level Primary Contact Secondary Contact Model Number Media Serial Number Note: Once you register the data recovery job, you can downgrade its service level while its status is "Registered." You cannot downgrade its service level after its status changes to "Job Received.” Select at least one field in each of the following checkbox groups: Original Failure Reasons Recovery Attempts Made or Important Folders/Files If there are specific files for Kroll Ontrack to attempt to recover, note them in the Important Files Detail box. Select Yes or No in the Data Encrypted box to indicate if the recovery job includes encrypted data. Note: If you select Yes, you must also enter the following: Encryption Type Encryption User ID Encryption Password If you have additional information to include about the recovery job, complete the Additional Comments box.

Logging In and Registering a Job (Part II) Register a Job Registering a Job: The Register Job page records all essential data of a job and enables you to register a new customer job. To Register a New Job (This screen is slightly different and customized for VMware with fields on type of Storage and the ‘failure reasons’ have more to do with storage issues. It also has a drop down for the VMware location the engineer resides in.) On the navigation menu under Job Management on the left side of the screen, click Register Job You will then enter the following information: Internal Job Number Media Count Media Type Operating System Service Level Primary Contact Secondary Contact Model Number Media Serial Number Note: Once you register the data recovery job, you can downgrade its service level while its status is "Registered." You cannot downgrade its service level after its status changes to "Job Received.” Select at least one field in each of the following checkbox groups: Original Failure Reasons Recovery Attempts Made or Important Folders/Files If there are specific files for Kroll Ontrack to attempt to recover, note them in the Important Files Detail box. Select Yes or No in the Data Encrypted box to indicate if the recovery job includes encrypted data. Note: If you select Yes, you must also enter the following: Encryption Type Encryption User ID Encryption Password If you have additional information to include about the recovery job, complete the Additional Comments box.

Logging In and Registering a Job Once the customer information page is filled in and you hit ‘submit’, VMware’s customer receives the following email from Kroll Ontrack: Customer Job Registration Confirmation email example From: ontrackportal@krollontrack.com [mailto:ontrackportal@krollontrack.com] Sent: Wednesday, June 20, 2012 1:18 PM To: _bsp.L.jdoeconsulting@kroll.com Subject: Job 3649530 registered with Kroll Ontrack A job has been registered on your behalf with Kroll Ontrack with the below information. A Kroll Ontrack representative will be in contact with you within the next 30 minutes during normal business hours or the following business day outside normal business hours. Kroll Ontrack Job Number: 3649530 Media Count: 1 Media Type: Server - Single Operating System: VMware Guest Operating System: Windows Service Level: Standard Model Number: MN-1234 Media S/N: SN-1234 Storage Platform: SP-1234 Recovery Attempts Made: None In an emergency to contact Kroll Ontrack outside of normal business hours, please dial one of the following phone numbers in your region: Region: After Hours Phone: Americas: 877-437-4202 (North America); 952-937-5161 (South/Latin America) Asia: +65 9680 8841 or +852 9862 8270 Australia/New Zealand: +61 (0) 407 962 521 or +61 (0) 406 426 311 France/Belgium: +33 1 69 53 66 99 Germany: +49 7031 644150 or 0800 101 21314 Italy: 800 44 00 33 Nordics: +47 916 37545 Spain/Portugal: +34 91 484 0229 United Kingdom/Ireland: +44 1372 741999 Click here for additional contact information: http://www.krollontrack.com/company/contact-us/ Thank you!

Viewing a Job and Job Status Viewing a customer job and job status.

Viewing a Job and Job Status Navigation Menu: Job Management View Jobs Viewing a Job The Data Recovery Jobs page displays the jobs that have been registered or closed in the Ontrack Online Partner Portal. To View a Job On the navigation menu on the left side of the screen, under Job Management, click View Jobs. In the Data Recovery Jobs table, you will be able to view the following information: Kroll Ontrack Job Number Internal Job Number – this is where VMware’s SR number will be Job submission Date Job Status Days Since the media was Received The Media serial number Kroll Ontrack Contact information The Primary Contact Vmware Support location will be way to the right so you can sort by office To View Only Jobs Registered In the Last 60 Days, you’ll want to use a search filter to narrow down the list. On the navigation menu under Job Management, click View Jobs. Then click Quick Filters, Jobs Submitted in the Last 60 Days. Only jobs registered in the last 60 days appear in the Data Recovery Jobs table.

Using Quick and Search Filters Navigation Menu: Job Management View Jobs Search Filters Using Quick Filters to View a Job Quick Filters limits the display of jobs in the Data Recovery Jobs table to jobs that were registered in the last 60 days, or jobs that require a decision to Accept, Decline or Acknowledge as Unrecoverable. The search and quick filters will allow you to filter by: Job Status Internal Job Number Kroll Ontrack Job Number Media serial number Jobs Requiring a Decision The Primary and secondary Contact From Date And To Date. Using Search Filters to View a Job You can use Search Filters to limit the jobs displayed on the Data Recovery Jobs page. To view jobs using Search Filters, click view jobs on the navigation menu under job management. Then Click Search Filters. Important: The Ontrack Online Partner Portal will continue to use the search filters you most recently selected until you either select a new filter or log off.

Thank you for viewing the Ontrack Online Partner Portal presentation Thank you for viewing the Ontrack Online Partner Portal presentation. For more information, please refer to your Standard Operating Procedure guide or contact your customer service representative.