1. 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

2. 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

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

4. 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.

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

6. Logging In and Registering a Job
Login ID and Password
VMware Support Engineers will login to 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 for the current password for this site:
Logging In: The Customer Login page appears when you start the Ontrack Online Partner Portal session.

7. 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 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

8. 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.

9. 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.

10. Logging In and Registering a Job
Once the customer information page is filled in and you hit ‘submit’, VMware’s customer receives the following from Kroll Ontrack:
Customer Job Registration Confirmation example
From: Sent: Wednesday, June 20, :18 PM To: Subject: Job 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: 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: (North America); (South/Latin America) Asia: or Australia/New Zealand: +61 (0) or +61 (0) France/Belgium: Germany: or Italy: Nordics: Spain/Portugal: United Kingdom/Ireland:
Click here for additional contact information: Thank you!

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

12. 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.

13. 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.

14. 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.