What is the Customer Portal?
Our Customer Portal is a one stop shop that enables you to manage your data center services the way you want to, from wherever you are. You can use the Customer Portal to manage your accounts, request remote hands support, review your invoices, track shipping requests and much more.
What are the benefits of the Customer Portal?
The Customer Portal makes it easy for customers to access and track their data center services online in just a few simple clicks. What’s more you can create multiple users for your Customer Portal account, making it easier for your team to manage the account and stay updated on your most recent services requests.
Key features of the Portal include:
- Raise Tickets:
- Request Remote Hands support
- Report a fault
- Arrange a shipment
- Book a site visit
- Manage Your Account:
- Track the status of all your Orders and Tickets
- Review your invoices
- Review our Customer Policies
- Contact Us:
- Find regional and local contact information
- Send feedback
*Please note, not all Customer Portal functions are available to all users.
Section 1 Access:
How do I log into the Customer Portal?
You can log in to the Customer Portal via our website or this link https://portal.digitaledgedc.com. You will need to use your email and password to log in. If you do yet not have a Customer Portal account, please contact our Service Desk to request access.
What is a PAA?
The Primary Access Administrator (PAA) is the main contact point who will be managing your data center services. The PAA has full access to the Customer Portal functionality and has the ability to add other General Users.
Can I add other team members to the Customer Portal?
Yes the PAA can add other General Users to their Customer Portal account. Depending on how you want to manage your account, the PAA has the ability to grant or restrict permissions to specific Customer Portal functionality to other General Users.
For example you can set up General Users to only be able to request Remote Hands support. You can easily manage these permissions from within your account or contact our team for assistance.
How do I request a PAA?
Our team will shortly be sending you your log in details, including a username and password. If you have not yet provided us with the name and contact email address for your PAA, please send them to our team soon as possible.
How do I change the Permissions of a General User?
If you are the PAA, you can change the permissions of General Users in your account team within the Customer Portal.
From your Customer Portal Dashboard, go to your account settings in the top right hand corner of the screen. Under ‘Access Authorization’ you will be able to add or remove different Customer Portal functions for each General User.
How can the PAA view their managed accounts?
If you are a PAA with multiple managed accounts under your remit, you can use the Customer Portal to view and access these sub-accounts. From the Dashboard select the Company icon in the top right hand corner of the screen. This will show you your managed accounts. You can toggle through to select the managed account you wish to view.
Section 2 Functionality:
Can I use the Customer Portal to view all my data centers?
Yes, you can use our Customer Portal to view all of our data centers across the Digital Edge platform. This includes other data centers in the same country, as well as other countries in our platform.
What is the Dashboard for?
The Dashboard shows you a snapshot of your account. This includes key team members, the status of your orders requested or installed within the last 30 days, and a summary of your inventory.
How do I request Remote Hands support?
Once logged into the Customer Portal, navigate to the ‘Tickets’ page.
Select the ‘Request Remote Hands Service’ button on the right hand side of the page. A pop up form will appear. Complete the submission form and press submit.
Don’t forget to select the data center site you require the service for and whether it is a request for ‘Regular’ or ‘Scheduled’ Remote Hands support. Please use the description box to provide as much information as possible to enable us to complete your request. Once the form is successfully submitted, the new ticket should appear on your Tickets page. You will also receive an email confirmation.
*Please note, not all Customer Portal functions are available to all users.
How do I book a site visit?
Once logged into the Customer Portal, navigate to the ‘Tickets’ page.
Select the ‘Create Site Access Ticket’ button on the right hand side of the page. A pop up form will appear. Complete the submission form and press submit. Once the form is successfully submitted, the new ticket should appear on your Tickets page. You will also receive an email confirmation.
*Please note, not all Customer Portal functions are available for all users.
How do I arrange a shipment?
Once logged into the Customer Portal, navigate to the ‘Tickets’ page.
Select the ‘Create Shipment Ticket’ button on the right hand side of the page. A pop up form will appear. Complete the submission form and press submit. Once the form is successfully submitted, the new ticket should appear on your Tickets page. You will also receive an email confirmation.
*Please note, not all Customer Portal functions are available for all users.
How do I report a fault?
Once logged into the Customer Portal, navigate to the ‘Tickets’ page.
Select the ‘Create Fault Report Ticket’ button on the right hand side of the page. A pop up form will appear. Complete the submission form and press submit. Once the form is successfully submitted, the new ticket should appear on your Tickets page. You will also receive an email confirmation.
*Please note, not all Customer Portal functions are available to all users.
How do I track the status of my tickets?
You can view your ‘Ticket List’ on the ‘Tickets’ page to track the status of your tickets. The information is updated in real time to help you stay up to date. You can also select ‘Generate Report’ to download an Excel file of your live ticket requests.
How do I review my invoice?
Navigate to the ‘Invoice’ page by clicking ‘Invoice at the top of your Dashboard. Here you can review your latest invoices. You can select and filter by due date and payment status.
You can also use the ‘Generate Report’ button to download an Excel file of your latest invoice records.
*Please note, not all Customer Portal functions are available to all users.
I have requested a service via the Customer Portal, how long before it is actioned?
We set stringent service level agreements across our platform to ensure your requests can be dealt with in a timely and efficient manner. These include:
- Responding to all Remote Hand Request within 15 minutes;
- Notifying customers of received shipments within 12 hours of taking delivery; and
- Handling any fault management reports within 2 – 24 hours, depending on the severity of the fault.
You can track the status of your live tickets at any point from the ‘Ticket List’ in the Customer Portal.
How do I view my account documents and policies?
Navigate to the ‘Help’ page by clicking ‘Help’ at the top of your Dashboard. This will be enable you to view a number of useful documents including:
- Your Customer Portal User Guide
- Your Customer Welcome Guide
- Our Customer Policies
- Our Customer Portal FAQs
*Please note, not all Customer Portal functions are available to all users.
Can I use the Customer Portal to stay updated of important notifications?
For any important updates or messages about your data center services, your local account management team will contact you directly.
However the Notification and Message features in the Customer Portal will also help you to stay on top of relevant updates and helpful information. If there is a new notification or message from our team about your data center services, an alert will pop up by the ‘bell’ and ‘envelope’ icons in the top right hand corner of your Dashboard. You can click these icons to view the notification or message.
*Please note, not all Customer Portal functions are available to all users.
Section 3 Trouble Shoot/Contact Us:
What should I do if I am having issues logging in to the Customer Portal?
If you are experiencing technical difficulties, please contact our Service Desk for assistance.
What should I do if I am having technical issues and can’t request a service via the Customer Portal?
If you are experiencing technical difficulties, please contact our Service Desk for assistance.
How do I contact the Digital Edge team for broader support with services?
If you need to get in touch with our team about anything, please contact your local Service Desk.
You can also click the ‘Contact’ button at the top of your Dashboard in the Customer Portal. This will take you to a map of our data centers with relevant contact information for each location.
I have a query about my invoice. How can I get help?
You can view and download your latest invoices from the Invoice page. If you have a query about anything in your invoice, please contact your local Finance team for assistance via the email addresses below: