Accessing and navigating the Provide™ portal

The Provide™ portal enables Cloud Direct customers and partners to access details of services provided to them by Cloud Direct. Details such as orders, invoices and service usage are available instantly. From within Provide™ you can access a library of knowledge articles held in the Cloud Direct knowledge base, or raise a support ticket to resolve an incident, then track progress and update that ticket at any time.

Provide™ also displays News items showing current developments in the Cloud industry and important news relating to Cloud Direct services. In addition, follow links to Cloud Direct's packaged solutions to see how these can help your business.

When a company becomes a Cloud Direct customer, then a Provide™ user account is created for the primary contact within the company. Cloud Direct inform the primary contact by email, indicating that Admin access rights have been granted to the new Provide™ user. The new Admin may then add other validated users from the company to the Provide™ portal.

This article is intended for all users of the Provide™ portal and shows how to:

A related Cloud Direct knowledge article, KB0010950, Managing Contacts and Users in the Provide™ portal, is intended for Administrators only, and shows how to add, edit, validate or remove Contacts and Users.

 

Accessing the Provide™ portal

To access the Provide™ portal, proceed as follows.

  1. Open an internet browser and enter the following URL, https://provide.clouddirect.net.

The Cloud Direct Provide™ portal LOGIN page appears.

  1. In the Email textbox, enter your email address. This is the email address you have registered with Cloud Direct. It now becomes your unique Username for the Provide™ portal.
  2. In the Password textbox, enter your password.

Note:
If you have forgotten your password then, in the menu bar at the top right hand corner of the display, click FORGOTTEN PASSWORD.
The Forgotten password window appears.
Enter your email address and click Submit.
You will receive an email from the Cloud Direct Service Team inviting you to enter a new password. Passwords must contain at least 8 characters, including at least one upper case, one lower case and one number.

  1. Click Sign in.

Note:
If this is the first time that a user has signed in on behalf of your organisation then you will be presented with the Cloud Direct, Terms and Conditions for use of the Provide™ portal, information page. Read the content then, at the bottom of the page, tick the checkbox, indicating, I have read and accepted the Terms of Services of the PROVIDE portal. Click Submit. The Terms and Conditions page will not appear for subsequent log-ins from users within your organisation.

The Provide™ portal opens on the News page.

 

Customising your Provide™ portal

The Provide™ portal is designed to be customised by the user. Customisable options are as follows:

  • Portal settings
  • Company settings
  • Logo settings

Note:
At the moment, Logo settings is a feature available to Cloud Direct IT partners only.

These options are available from the black menu bar, SETTINGS menu.

Portal settings

Portal settings enable the following to be customised:

  • Landing page – The page where you "land" after logging in.
  • Password expiration – The number of days, between 1 and 180, before a password expires.
  • List item count – The maximum number of list items visible on a single page.

To access the Portal settings, proceed as follows,

  1. Click the SETTINGS option on the black menu bar, then click Portal settings.

The Settings window appears.

  1. Change the settings as required:
    1. Landing page – Choose an option (News, Dashboard, or Knowledge base) from the drop-down menu.
    2. Password expiration – Enter number of days, from 1 to 180, before your password will expire.
    3. List item count – Choose an option (10, 25, 50, 100, or All) from the drop-down menu. This is the maximum number of list items that will appear on a single page.
  2. Click Submit.

Company settings

Company settings enable your Company details such as Name, Contact details, Billing address, and Shipping address, to be changed by users with admin access. It also displays your Cloud Direct account manager's name and email address. For non-admin users, all items on this page are Read-Only.

To access the Company settings page, proceed as follows,

  1. Click the SETTINGS option on the black menu bar, then click Company settings.

The My company window appears.

  1. Change the settings as required:
    1. Company name – Your company name is not directly editable from the portal, but if you wish to change your company name, click the request change link.

The COMPANY NAME CHANGE REQUEST window opens. Enter the New name, and Reason for name change, then click Create company name change support ticket. A Cloud Direct representative will then contact you to verify the details of your change.

  1. Company email – Enter an appropriate Contact email address for your company.
  2. Billing email – Enter an appropriate Billing email address for your company.

Important Note:
The Billing email address is a mandatory field. Invoices will be sent to this email address. A change to this field will automatically request a verification response returned to Cloud Direct from the new email address within 48 hours, before the change is actioned.

  1. Company phone – Enter an appropriate Contact phone number for your company
  2. Website – Enter your company web address.
  3. Account manager: Your account manager is identified here.
  4. Account manager email: Click this link to email your account manager.
  5. Billing address – Select a Billing address from the drop-down options available under Stored addresses. If the option you require is not there, then click create new, and enter the required address details.

  1. Shipping address – Select a Shipping address from the drop-down options available under Stored addresses. If the option you require is not there, then click create new, and enter the required address details (as illustrated above for creating a new Billing address).
  1. Click Submit.

Logo settings

At the moment, Logo settings is a feature available to Cloud Direct IT partners only.

Logo settings enable your company name and/or logo, to be appended next to the Cloud Direct logo at the top of each page.

To add your company name and/or logo, proceed as follows,

  1. Click the SETTINGS option on the black menu bar, then click Logo settings.

The Partner logo settings window appears.

  1. In the Logo URL field, enter a URL to the file containing your company logo.

Note:
The URL must point to a secure http location (https). Maximum image size is 200x61, if the provided image is larger it will be scaled. The image must be in JPEG, PNG or GIF format. It will be placed over a light gray element, so for best result it should have a transparent background. If you do not wish to have your company name and/or logo appended, then leave the Logo URL field blank.

  1. Click Submit.

Your company name and/or logo will now appear next to the Cloud Direct logo at the top of each page.

 

Navigating the Provide™ portal

The following paragraphs describe how to navigate the Provide™ portal, and discover the rich features available to Cloud Direct customers and partners to aid efficient service operation. All options are available via two menu bars. The Black menu bar covers Provide's™ Chat, Settings, Passwords and Logout functions. The Cloud Direct menu bar covers the management of user services and the provision of helpful information.

CHAT WITH US, SETTINGS, CHANGE PASSWORD, and LOGOUT

The black menu bar, at the top of the screen, provides the following options: CHAT WITH US, SETTINGS, CHANGE PASSWORD, and LOGOUT.

CHAT WITH US

CHAT WITH US enables live, secure communication, with a Cloud Direct Provide™ team member. It is available if selected at User setup.

Note:
At time of writing (July 2018) this facility is available only during normal UK office hours (Monday to Friday, 08:00 till 18:00).

To use CHAT WITH US, proceed as follows:

  1. On black menu bar, click .

A Chat Window opens in the bottom right corner of the screen.

After a brief wait, you are connected to an available Cloud Direct team member, and may then proceed with your chat session.

  1. Compose your chat message in the text box at the bottom of the screen, and press the Return key on your keyboard, or click the Send icon , to submit it.
  2. To end your chat session, click the cross icon in the top right hand corner of the Chat Window.

SETTINGS

The Settings menu enables customisation of your Provide™ portal. See, Customising your Provide™ portal for further details.

CHANGE PWD

To change your password,

  1. Click CHANGE PWD.

The Change password window appears.

  1. In the Current password textbox, enter your current password
  2. In the New password textbox, enter your new password
  3. In the Verify password textbox, re-enter your new password.
  4. Click Submit.

Your password has now been changed.

Note:
Passwords may be set to expire after 1 to 180 days of use. The default setting is 180 days. See, Customising your Provide™ portal for details of how to modify this setting.

LOGOUT

Click LOGOUT to log out of the Provide™ portal and return to the LOGIN page.

Note:
You will be automatically logged out of the Provide™ portal if your login has experienced inactivity for a period of one hour.

 

NEWS, SUPPORT and MY ACCOUNT

The Cloud Direct menu bar appears below the black menu bar. It provides the following options: NEWS, SUPPORT and MY ACCOUNT.

 

NEWS

The Provide™ News page contains the following information:

  • Important service information

Important information that may affect the services you are using.

  • Cloud Direct services

How Cloud Direct services can help your business

  • Cloud Direct service news

What's happening in Cloud Direct.

  • Cloud industry news

What's happening in the Cloud industry.

 

SUPPORT

The SUPPORT menu provides access to three pages; Tickets, Knowledge base, and the Hosted desktop configurator. The Knowledge base and Hosted desktop configurator are available to all users. The Tickets option is only available if selected at User setup.

Tickets

The Tickets page provides a means to view and manage all your existing Cloud Direct support tickets, or raise a new one. Note that tickets may be closed only by the Cloud Direct support team.

Raising a new ticket

To raise a new support ticket, proceed as follows.

  1. Click the Raise new ticket button.

The NEW TICKET page opens.

  1. Complete entries on this page as follows:
    1. Type: Click the drop-down options arrow, and select from the following New Ticket types:
      1. General Request – This is the standard support ticket request form (as shown above).
      2. Change Request -If selected, the Title textbox, and Description textbox are prefilled, and a new, Change type, field appears. Select an appropriate Change type from the drop-down options in the new field.

  1. Restore Request – If selected, the Title textbox and Description textbox are prefilled, the latter requesting the user provide specific details to enable the restore.

The following details are considered essential for a Restore request:

  • Source (server and path).
  • Destination.
  • Files/Folders to be restored.
  • Date to restore from.
  • Should the restore overwrite existing data?

Please ensure a FULL UNC is provided to identify the location of resources.

  1. Location: This field is optional. Click the drop-down options arrow, and select which location is affected. (The drop-down box can be typed into, and the list of available locations is filtered depending on the characters typed).
  2. Title: Enter a meaningful title for your ticket.
  3. Product area: Click the drop-down options arrow, and select a product area.
  4. Users affected: Click the drop-down options arrow, and select the number of users affected.
  5. Business impact: Click the drop-down options arrow, and select an appropriate business impact statement.
  1. Click Save ticket.

The support ticket has now been raised, and a confirmation window appears.

Note:
Once a ticket has been raised, a file attachment may be added. To attach a file to a ticket, see Updating a ticket.

  1. Click OK.

The confirmation window closes, revealing the table of tickets in the Tickets page.

Note:
If the new ticket is not immediately visible in the table of tickets, then click the Refresh icon  in the table header row.

Viewing a ticket

To view an existing ticket, proceed as follows.

  1. From the Created dropdown options, select, Last 3 months, Last 6 months, Last 12 months or All.
  2. From the State dropdown options, select All, Not closed, New, Active or Closed.
  3. Use the Show entries dropdown options to select the number of entries to view per page.

  1. If required, use the Search facility, located in the top left of the page, to locate a ticket. Enter a word or number (or parts of words or numbers), in the Search textbox. The search will return hits found in any of the columns of the Ticket list.

The list of tickets displayed may be sorted in order of; Number, Description, State, Originator, Assigned, Updated, or Created, by clicking on the required column header.

  1. To view the details of a ticket, simply click on the entry in the list.
  2. Click Close to return to the list.

Updating a ticket

A ticket may be updated by adding a new comment or by attaching a file. To update a ticket, proceed as follows.

  1. If required, see Viewing a ticket to locate the required ticket.
  2. Select the ticket from the list.

The Ticket Details page opens.

  1. To add a new comment,
    1. Click Add new comment.

The Add comment section appears at the bottom of the page.

  1. In the Add comment text box, type in your comments.
  2. Click Add comment.

After a short wait, the new comment is added, and now appears on the Ticket Details page.

  1. To add a file attachment,
    1. Click Attach file.

A browser window opens.

  1. Navigate to the file to be attached.
  2. Click Open, or double-click the file, to attach it to the ticket.

The following Info message appears while the file is uploaded.

In addition, a Notifications window appears at the bottom right hand corner of the display, showing file upload progress.

Note:
If you exit the Provide™ portal while a file upload is in progress and not yet finished, then the upload will fail.

  1. Click Close to leave the Ticket Details page.

The appropriate Cloud Direct team will be notified of your new comment or attachment.

Knowledge base

The Knowledge base provides access to a library of knowledge articles supporting Cloud Direct provided products and services.

Accessing the knowledge base

To access the knowledge base, simply click on Support, and then Knowledge base.

The Cloud Direct Knowledge base opens, in the Search View.

To see the Knowledge base in List View, simply click the List icon at the top right hand corner.

The List View is displayed.

To return to the Search View, click the Search icon at the top right hand corner of the List View page.

Searching for an article.

To find an article in the Knowledge base, proceed as follows.

  1. From the Search View, in the, What can we help you with, text field, enter key words related to the information you require. For example, enter "LiveVault" for information concerning the LiveVault backup product.
  2. Press Return on your keyboard.

The search returns a list of related articles.

  1. Review the article list, and click on the required article.

The article opens, and may be viewed or printed (by clicking the printer icon, shown below).

  1. To close the article, scroll to the bottom of the page and click Close. You are returned to the article list.

Note for Cloud Direct Partners only:
If you are logged in as a Cloud Direct Partner, then the Accessibility dropdown option is available.

Cloud Direct Partners may view additional articles from the Accessibility drop down, by selecting, Partner only. This option is not available for the standard customer login.

Hosted desktop configurator

The Hosted desktop configurator is a tool to assist customers with hosted desktop configuration using a 5-step process. For more information regarding the configurator, or to discuss your hosted desktop requirements, please contact the Cloud Direct Sales team.

 

MY ACCOUNT

The MY ACCOUNT menu provides access to the following pages; My invoices, My services, My quotes, My contacts, My usage, My Office 365, My AzureMy dashboard and My rights. These options are only available to Provide™ Users if selected at User setup.

My invoices

The Invoices page shows details of your company invoices.

To find an invoice, proceed as follows.

  1. Use the Show entries dropdown options to select the number of entries to view per page.
  2. If required, use the Search facility to locate an invoice. Enter a word or number (or parts of words or numbers), in the Search textbox. The search will return hits found in any of the columns of the Invoices database.

The list of invoices displayed may be sorted in order of; Number, Tax date, Status, Subtotal, Tax, or Total, by clicking on the required column header.

  1. To view invoice details, simply click on the entry in the list.
  2. If required, an invoice may be downloaded and printed or saved externally. To download and print, or save, an invoice, proceed as follows,
    1. Locate the required invoice entry in the list.
    2. In the far right hand column, click the Download icon .

Note:
If there is no Download icon associated with the required invoice, but instead, a clock icon , then the invoice is still being processed and is not yet available for pdf download. Only Paid in Full invoices are available for download as pdf.

  1. The invoice is downloaded as a pdf, and an icon appears in the download tray at the bottom of the screen.

  1. Click the download icon.

The pdf opens, and may now be printed or saved.

  1. Click Close, at the end of the invoice details page, to return to the list.

My services

The My services page contains two areas; Active services and Orders.

Active services

The Active services area displays a list of your active services provided by Cloud Direct. To find a service in the list, proceed as follows.

  1. Use the Show entries dropdown options to select the number of entries to view per page.
  2. If required, use the Search facility to locate a service. Enter a word or number (or parts of words or numbers), in the Search textbox. The search will return hits found in any of the columns of the Active services database.

The list of services displayed may be sorted in order of; Item, Quantity, Service, or Order number, by clicking on the required column header.

  1. To view service details, simply click on the entry in the list.
  2. Click Close, at the end of the service details page, to return to the list.

Orders

The Orders area displays a list of your active orders with Cloud Direct. 

To find an order in the list, proceed as follows.

  1. From the Order status dropdown options, select Active or All orders.
  2. Use the Show entries dropdown options to select the number of entries to view per page.
  3. If required, use the Search facility to locate an order. Enter a word or number (or parts of words or numbers), in the Search textbox. The search will return hits found in any of the columns of the Orders database.

The list of orders displayed may be sorted in order of; Number, Description, PO number, Start date, End date, or Billing per, by clicking on the required column header.

  1. To view order details, simply click on the entry in the list.
  2. Click Close, at the end of the order details page, to return to the list.

My quotes

The Quotes page provides a list of your company quotes and also, if applicable, your partner quotes.

To find a quote, proceed as follows.

  1. Use the Show entries dropdown options to select the number of entries to view per page.
  2. If required, use the Search facility to locate a quote. Enter a word or number (or parts of words or numbers), in the Search textbox. The search will return hits found in any of the columns of the Quotes table.

The list of quotes displayed may be sorted in order of; Number, Term, State, or Expiry, by clicking on the required column header.

  1. To view quote details, simply click on the entry in the list.
  2. Click Close, at the end of the invoice details page, to return to the list.
  3. If required, a quote may be downloaded and printed or saved externally. To download and print, or save, a quote, proceed as follows,
    1. Locate the required quote entry in the list.
    2. In the far right hand column, click the Download icon .
    3. The quote is downloaded as a pdf, and an icon appears in the download tray at the bottom of the screen.

  1. Click the download icon.

The pdf opens, and may now be printed or saved.

My contacts

The Contacts page provides a list of your company contacts and also, if applicable, your partner contacts. Contacts may, or may not be, Provide™ portal users. The Contacts page is only available as an option if selected at User setup. Provide™ portal Users have View-Only access.

Important Note:
Only Provide™ portal Administrators may add, edit, validate or remove users or contacts. A related Cloud Direct knowledge article, KB0010950, Managing Contacts and Users in the Provide portal, is intended for Administrators only, and shows how to add, edit, validate or remove contacts and users.

Important Note:
Contacts are identified by the Customer Admin as Validated or Not validated. Validated contacts are trusted by Cloud Direct and will be given full access to the customer account if they contact Cloud Direct. Provide™ portal users may be Validated or Not Validated contacts.

Finding a contact

To find a contact, proceed as follows.

  1. Use the Show entries dropdown options to select the number of entries to view per page.
  2. If required, use the Search facility to locate a contact. Enter a word or number (or parts of words or numbers), in the Search textbox. The search will return hits found in any of the columns of the contacts database.

The list of contacts displayed may be sorted in order of; Name, Email, Phone, Mobile phone, Valid, or PROVIDE access, by clicking on the required column header.

Note:
When logged in as a customer, if partner contacts are also shown they will contain only Name, Email and Provide details.

The Provide column indicates Yes for contacts that have been added as Provide™ users.

My usage

The Usage page is a read-only page providing comprehensive details of your usage of certain services provided by Cloud Direct.

Listed by product/service, each product or service can be opened by clicking on the title, to reveal a table of further details.

The table may be sorted by clicking on any of the table headers. In addition, the standard Search textbox is available to help find entries in the table.

My Office 365

My Office 365 shows you all the Office365 Subscriptions you currently have registered with Cloud Direct. It also allows you to add new subscriptions, or change the quantities of existing Subscriptions as and when you need.

Important Note:
You are fully responsible for this automated change, and your billing will reflect any changes made with immediate effect. An email will be sent to you, and the Primary Contact that Cloud Direct hold for your company, with a summary of this change.

For more information on MyOffice 365, please refer to knowledge article, KB0012202, Managing Office 365 subscriptions in the Provide portal.

My Azure

My Azure provides the following:

  • A graphical presentation of the current month-to-date and forecast expenditure for a selected Azure subscription, together with a more detailed breakdown by category.
  • Historical monthly Azure expenditure presentations.
  • The option to order a new Azure subscription.
  • Links to the following,
    • Microsoft's Azure portal.
    • Microsoft's Operations Management Suite (OMS) portal.
    • Microsoft's Role Based Access Control facility on the Azure portal.
    • Cloud Health Technologies. (A third-party company that provides Cloud Computing data analysis, helping customers to report on costs, project future spends and plan their business models).

My dashboard

My dashboard provides quick access to all of Provide's features from one single page.

My rights

My rights is a read-only information page showing the access rights, or feature set(s), to which individual users, and partner users, are enrolled.

Information is provided in table form, where column headers indicate the following:

Column header

Indicates

Name

The companies and/or organisations that this Provide™ user has access to.

Admin

Administrator rights (see Note below).

C

Contacts – Access to My contacts feature.

TA

Tickets Admin – Access to Tickets Admin feature. (All tickets raised  for this company)

T

Tickets – Access to Support Tickets feature. (Only tickets raised by this individual)

O

Orders and Services – My services feature.

Q

Quotes - My quotes feature.

I

Invoices – Access to My invoices feature.

U

Usage – Access to My usage feature.

O

Office 365 - Access to My Office 365 feature.

S

Support Chat – Access to the live chat feature, Chat with us feature.

A red cross in the column indicates access rights are not granted for this feature.

A green tick in the column indicates access rights are granted for this feature.

Note:
If the Admin column is marked with a green tick then the User has access to all features for that company or organisation, regardless of whether any other columns include a red cross. If Admin rights are revoked then access rights are as indicated in other columns.