Simply Migrate - Raising a Support Case

This article explains how to raise a support case in Simply Migrate for Mimecast Customers.  

Information to note before raising a support case:

• Mimecast support will expect the diagnostic report as well as relevant logs attached to the case that is raised.
• No escalation will occur unless you are on the latest version. The latest version can be found by logging in to the Mimecast Administration Console, and navigating to Ingestion Management | Setup | Download SimplyMigrate.

To Create a Support Case:

Step One: Gather Information

1.  Run the Diagnostics Report. Click the question mark icon located at the top right of the dashboard, and select Download Diagnostics Report. This report contains information about the migration project such as configuration details and granular information about the migration batches/jobs and items within.

2. You may want to include information about job-specific items to troubleshoot: in the Job details, copy the information from the Errors/Logs, including all the items that had errors in processing, to your clipboard.

Step Two

1. Once the information is gathered, Click the question mark icon at the top right corner of the dashboard and select Raise a support request

2.  Authenticate.

Create a Technical Support Case: 

Only technical contacts can create a technical support case.

1. Click on Support | Support Hub.
2. Click Create Case.
3. Click on Technical Support Case.
4. Complete the following fields:

• • Product Area – Select Simply Migrate / Data Services.
  • Issue Type – Select Ingestion.
  • Alternate Email – Enter an alternate email address.
  • Subject – Select Simply Migrate.
  • Description – Enter a description of the issue including as much information as you can provide.
  • Private – Tick this box to mark the case as private. This ensures the case is only visible to the creator of the ticket. However, it is important to note that Super Administrators can see all cases regardless of whether this box has been ticked or not. 

 

5.  Click Submit.

Step Three:

Once the case has been raised, you will need to add the evidence (logs/diagnostic report/screenshots etc.) collected in step one. This will assist the Mimecast support team in resolving the case.
To do this:

1. Navigate to the Attachments tab.
2. Click UPLOAD FILES and select the evidence.

Finally, for more information on dealing with Licensing Errors for Simply Migrate,  see the following Mimecast University course: Simply Migrate - Licensing Errors.