Mimecast Partner - Frequently Asked Questions

This article answers Frequently Answered Questions, including managing customers based on their Connect process status, detailing the "In Progress" and "Complete" statuses, customer details, RFI form handling, and access to the Administration Console.

There are two menu items available to manage customers based on their Connect process status:

1. Click the  toolbar icon.
2. Click on one of the following menu items:

• • Customer | In Progress: Lists all customers going through the Connect process.
  • Customer | Complete: Lists all customers who've completed the Connect process

Customers: In Progress Status

Once the order is submitted, it is important to complete the RFI form asap, as newly created customers will be displayed with a Red "X" under the "RFI" column on the Customer In Progress page until the Request for Information Form has been sent back to Mimecast.

With the Customer In Progress dialog open, the following details are displayed:

• The customer details, including the number of licenses and product(s) type.
• The current status of the Connect process. If an RFI has been made, the status links to the Mimecaster Central knowledge base article on this subject.
• Access to the RFI form. The RFI column displays an icon that gives the customer's RFI form status. The icon can have one of the following statuses:
  •  - The RFI has yet to be completed.
  •  - The RFI is complete.
  •  - The RFI has an error.
• The role (i.e., permissions) you have for each customer.
• If you're a Partner Administrator, delegated access is enabled for your login, and you'll be able to sign in to a customer's Administration Console by clicking the Admin Console button.

During your account's initial creation, the Partner Administrator role is given to the generic administration account (e.g., [e-mail]). The Partner Admin can then use this to grant the MSP Administrator the desired role.

Displaying a Customer's Details

From the Customers | In Progress dialog, you can display a customer's full details by clicking on their name. This displays:

• Products: Displays details of the purchased Mimecast services.
• Upgrade Options: This can be used to upgrade a customer's Mimecast services. See the MSP Portal: Customer Upgrades page for further details.
• Infrastructure: Displays details of the customer's infrastructure, including their domain, mail server, server OS, and Active Directory environment.
• RFI Details: Displays summary details of the information supplied on the customer's RFI form.
• Connect Details: Displays a list of the Connect process steps, together with an indication of the step's progress and date of completion. Progress is indicated by one of the following icons:

Each step links the Knowledge Base article on this subject.

• Icons are displayed.
  •    - The step has yet to be completed.
  •      - The step is in progress.
  •   - The step is complete.
• Monitor: Lists the services and queues being monitored in the Service Monitor.
• Customer Notes: Displays notes you've added about the customer with details of who created it and the date / time it was created. Existing notes can be changed by clicking the "Edit" link. To add a Note:
  • Click the Add link. An Add Note popup dialog is displayed.
  • Enter your notes.
  • Click the Submit button. The Note is displayed.
• History Log: Displays a complete customer history, including all significant milestones (e.g., converting from a prospect to an order, RFI form sent for completion).

In addition, the "Recent Customer History" panel is displayed on the right-hand side. This shows a list of the customer's recent activity and some summary details (e.g., user details, date / time, etc.).

• Attachments: A list of attachments (e.g., new orders, upgrade addendums) for the customer. Each attachment is a link to a secure PDF version of the file.

Once delegated access is enabled for your login, you'll be able to sign into a customer's Administration Console  by clicking the Admin Console button.

Customers: Complete Status

With the Customer | Complete dialog open, the following functionality is available:

• The customer details, including the number of licenses and account type.
• You have each customer's role (i.e., permissions) (e.g., Partner Administrator).
• Once delegated access is enabled for your login, you'll be able to sign into a customer's Administration Console by clicking the Admin Console button.
• The status of the account queues and connectors is listed below, indicated by an icon in the column.
  •  - Inbound Email Queue
  •  - Outbound Email Queue
  •  - Journaling Queue
  •  - Journaling Connector
  •  - Active Directory Connector

Searching for a Customer

The In Progress and Complete dialogs allow you to search for a specific customer.

1. Type part or all of a customer's name in the Search Customers box.
2. Click the Go button. The results are listed.

Use the alphabetical links above the list of results to filter the results further.

You can sort all columns in the list of customers. Click the column header to sort alphabetically from A to Z, and click again to reverse Z to A.

See Also...

• Request for Information Form
• Administration Console