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BO4 Guide

BO4 Guide. November 2016. Table Of Contents. Table Of Contents Introduction Finding Customer Details Using Customers Tab Finding Customer Details Using Activated SNs Tab Finding Customer Details Using SNs Tab In New BO4 How To E-mail Customer Download Link

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BO4 Guide

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  1. BO4 Guide November 2016

  2. Table Of Contents Table Of Contents Introduction Finding Customer Details Using Customers Tab Finding Customer Details Using Activated SNs Tab Finding Customer Details Using SNs Tab In New BO4 How To E-mail Customer Download Link How To E-mail Customer Their Product Information How To E-mail Customer Password Reset Link Order Processing Tool Overview Add New Product To Customer Account Introduction Add New Product To Customer Account Add Existing Product To Customer Account Using MyParagonAccount Add Existing Product To Customer Account Using Order Processing Tool Create Customer Account Using Old BO4 Create Customer Account Using New BO4 Create Customer Account Using SRS2 Merge Customer Account Facebook Google+ License blocking Delete Customer Account Adding/Removing Subscriptions Introduction To Pools Additional Serial Number Operations In Old BO4 Additional Serial Number Operations In New BO4 Delete GUID Account in Old BO4 Troubleshooting Issues With BO *Please note, the links are clickable in SlideShow mode. But, you canalso navigate by right clicking on a hyperlink and select Open Hyperlink

  3. Introduction • BO4 is an abbreviation for Back Office ver. 4. You can read more about what is general considered a back office in this article. • Paragon Support Team uses BO4 to process Customer requests related and not limited to: • Customer account creation/activation/deletion/migration/other operations/issues • Product registration/other issues • Lookup Customer details • Serial number operations/other issues • Currently Paragon uses two BO4 modules: • New BO4 is our primary tool right now, all operations should be done with this tool, except for operations which are not implemented. Those operations can be performed using Old BO4 • Old BO4 which was the original backoffice, it is still used until for few tasks, until we finish migration to new BO4 • Links: • BO4: https://bo4-fe.paragon-software.com/partner/new/#/dashboard/main • Old BO4: https://bo4-fe.paragon-software.com/partner/ui/login.xhtml • Use your domain credentials to log in. Back to Contents

  4. Log in to New BO4: https://bo4-fe.paragon-software.com/partner/new/#/login Customers tab: You can search for customer account by email, first name last name. Note: sometimes a Customer could make a mistake during account registration and by manually typing in their email you can find their true account, as you type, relevant results are displayed real time Finding Customer Details By Customers Tab Back to Contents

  5. Activated SNs tab: You can search for product using Customer e-mail, serial number or order number (use scroll bar below to access additional columns) Finding Customer Details By Activated SNs Tab Back to Contents

  6. SNs tab: You can get Customer Details (e-mail and purchase) using serial number. Additional SN details such as Pool, License amount, Status, Registration date are also displayed here. Auto-suggestion feature doesn’t work here. It’s required to Enter the entire Serial Number, then the details will appear automatically. Finding Customer Details By Search for SN/Coupon Tab Back to Contents

  7. Log in to BO4 • Select Customers Tab • Write Customer’s e-mail address in the e-mail section • Click on the Customer’s e-mail • Click on MyParagon (New BO4) How To E-mail Customer Download Link Back to Contents

  8. In MyParagon account click on • Product & Services • My Downloads • Send links to e-mail • Customer will receive a new e-mail with the download links How To E-mail Customer Download Link Back to Contents

  9. How to e-mail Customer his product information using their serial number • Click on Activated SNs • Enter serial number • Expand it • Select the internal list entry (without “v” sign) • Press Actions • Click on Send SN activation email How To E-mail Customer Their Product Information Back to Contents

  10. Log in to New BO4: https://bo4-fe.paragon-software.com/partner/new/#/login Select Customers Tab Write Customer’s e-mail address in the e-mail section Click on the Customer’s e-mail Click on Actions button Click on Resend activation link How To E-mail Customer Password Reset Link Back to Contents

  11. The order processing tool is used for sales and support teams to generate new serial numbers for Paragon Customers • We will be reviewing this tool for support needsonly • General Workflow video tutorial is available here: http://wiki-gosd.paragon-software.com/bin/bodev/BO4/Manuals/Order%20Wizard/ Order Processing Tool Overview Back to Contents

  12. There are situations when we need to add/register the product serial number in Customer’s account • When Customer purchased product, but for some unknown reason purchase was not processed correctly (customer doesn’t have serial number) • Customer has right for free upgrade but this upgrade was not processed automatically or you replace one product with another • Customer does not have the serial number for unknown reason and we have to generate it for them and register it for them • Prerequisites for registering an existing serial number that is given to you by the Customer: • Check that this serial number is not registered to another Customer • Log in to BO4 and go to Activated SNs tab • Check if it is registered to a different e-mail • Request invoice from customer so they can confirm amount of licenses purchased and fact of purchase if you cannot find anything in our system Add New Product To Customer AccountIntroduction Back to Contents

  13. Using New BO4: https://bo4-fe.paragon-software.com/partner/new/#/dashboard/main You will be working with Add New Product To Customer Account Back to Contents

  14. Search for Customer account using their e-mail • Click on license registration after the Customer has been found Add New Product To Customer Account Back to Contents

  15. Support Team uses Pools and License name to generate serial numbers • Pools are used for BO4 products (newer products) • License numbers are used for older products • Below is an example of the selection, you can write product name in the License name section or • Write pool number in the Pool selection section (see next slide) Add New Product To Customer Account Back to Contents

  16. List of pools is available here: https://kb.paragon-software.com/su/211/(if you’re getting 404 error, please log in using your domain credentials: https://kb.paragon-software.com/su/wp-admin/) • Always check with your manager before generating a new serial number for the Customer • Enter the pool number into the search field • Click Select Add New Product To Customer Account Back to Contents

  17. Select the amount of serial numbers that are required If it’s a Free Upgrade, enable “Purchase type: FREE”. Otherwise the Customer can receive an updated version automatically, which is not something you want to happen in this case Add New Product To Customer Account Back to Contents

  18. Add New Product To Customer Account Final view before confirming Back to Contents

  19. Add New Product To Customer Account • Depending on the situation you can send a copy of the registration e-mail to the Customer or yourself • Click on Submit • Customer’s serial number will be registered Back to Contents

  20. This is another way to add products to a Customer’s account. For example, old (BO3) products like Hard Disk Manager 15 (including Box versions) • Keep in mind, that this method registers existing serial numbers (either provided by the Customer or generated in BO4s), this does not generate new serial numbers for the Customer • Check slide 6 for information about how to log in to Customer’s MyParagon account • In Customers MyParagon account navigate to:Product & Services – Register New Product Add Existing Product To Customer Account Using MyParagon Account Back to Contents

  21. When customer has serial number but for some reason can’t register product in MyParagon account (typo, product is registered to another account, erc) – use Order Processing wizard. This works only for new BO4 products (NTFS for Mac14, etc...) Use Register specific serial number. Add Existing Product To Customer Account Using Order Processing Tool Then proceed as described in Slide 19. Back to Contents

  22. There are situations when support team needs to create MyParagon account for the Customer • If a Customer does not have MyParagon account for some reason • Customer has issues with creating MyParagon account for some reason • Customer calls support and an account is required to create a ticket for this Customer • Step 1 • Navigate to Old BO4 https://bo4-fe.paragon-software.com/partner/ui/login.xhtml • Click on Customers-> navigate to the add button which is located bottom left Create Customer Account Using Old BO4 • Step 2 • Go through the wizard • Fill in the required details marked by an asterix • Click on next to complete the wizard • If the account was previously created in BO3, you will be prompted to use the existing data. The registered products will also appear in the created account. Back to Contents

  23. Open New BO4 “Customers” tab press “Add” button Create Customer Account Using New BO4 Back to Contents

  24. Fill in the highlighted sections below, depending on the situation you may send the Customer and activation e-mail. Other fields are optional. Create Customer Account Using New BO4 Back to Contents

  25. Customer has been created Create Customer Account Using New BO4 Back to Contents

  26. Step 3 • Navigate to SRS2 https://srs.paragon-software.com • Create New Request • Go through the wizard • More information about New request creation is available in SRS2 Training Guide Create Customer Account Using SRS2 Back to Contents

  27. Merge operation is used to transfer all products from one account to another • Merge operation is used to transfer some products from one account to another • Merge operation is used for Facebook/Google+ login, will be covered in later slides • Prerequisites for Merge operation: • Request to transfer products was submitted from account that these products are currently registered to • Customer submitted request from empty account, but provided purchase confirmation (invoice) confirming purchase • Customer submitted request from empty account, it is obvious that products ended up on different account by mistake (one symbol error and account with products not active). • New BO4: https://bo4-fe.paragon-software.com/partner/new/#/dashboard/main Merge Customer Account Back to Contents

  28. 1. Select the account you want to merge to new accountand press Merge to Merge Customer Account • 2. Select the account you would like to have that account merged to and press Merge Back to Contents

  29. 1. Select how you would like to proceed. For example, if the account you’re merging was created by mistake (typo during purchase), select Merge all and delete customer Merge Customer Account • Wait a few seconds until the operation is completed Back to Contents

  30. Get acquainted with the following instructions • Log Into MyParagon Portal Using Facebook Account https://kb.paragon-software.com/article/744 • For situation 4 described in the article Customers will submit a support request • To resolve the issue you need to use the instructions from Merge Customer account slide Facebook Back to Contents

  31. Log in with Google + will work similar to Facebook Google+ Back to Contents

  32. Log in to New BO4: https://bo4-fe.paragon-software.com/partner/new/#/dashboard/main • Navigate to Activated SNs tab • Enter Customer’s e-mail or SN • Check the box against the licenses to be blocked • Press Block • Enter Block Reason (if any) and press Deactivate License Blocking Back to Contents

  33. Log in to New BO4: https://bo4-fe.paragon-software.com/partner/new/#/dashboard/main • Sometimes you can receive a request to delete customers account. • Please note (and warn customer ) that if account has new product (MyParagon activation) registered to it then (at least currently) this product will be lost forever. • If you experience any issues with deleting a Customer, send an e-mail to anton.deev@paragon-software.com AND nasyp.shukhanova@paragon-software.com - send Customer e-mail, screenshot of the error message and ticket link • To delete customer account you need to delete all existing SRS2 requests • Log in to SRS2: https://srs.paragon-software.com • Find all requests from this customer in SRS2 and mark them as trash • check SRS2 Guide for additional information Delete Customer Account Back to Contents

  34. Log in to New BO4: https://bo4-fe.paragon-software.com/partner/new/#/dashboard/main • Find customer that you need to delete and press trash button • Confirm that you want to delete customer 1st time. After that message that customer has trashed SRS requests will appear • Confirm delete again and customer will be deleted Delete Customer Account Back to Contents

  35. A Customer may ask to unsubscribe them from Paragon related e-mails • Do not send these links to the Customer • Open each link, add Customer’s e-mail to the unsubscribe field and click unsubscribe • https://www.paragon-software.com/my-account/unsubscribe.htm - newsletter • https://www.paragon-software.com/my-account/unsubscribe.htm?subscription=updates – product updates • You can also manage Customer Subscriptions in New BO4. See next slide for details. Adding/Removing Subscriptions Back to Contents

  36. Log in to New BO4: https://bo4-fe.paragon-software.com/partner/new/#/login • Select Customers tab • Click on Data Source: Solr – it will change to Data Source: DB Adding/Removing Subscriptions • Type in Customer’s e-mail, then select it and click Edit (pencil icon) • enable “Objection to processing” and press Save. Back to Contents

  37. A product pool is a numbered collection of product serial numbers • Support uses pools to generate free serial numbers for Paragon Customers • Here is a list of pools that can be used by support team: https://kb.paragon-software.com/su/211/ (if you’re getting 404 error, please log in using your domain credentials: https://kb.paragon-software.com/su/wp-admin/) • If a pool has no more serial numbers left, escalate the problem to anton.deev@paragon-software.com and nasyp.shukhanova@paragon-software.com Introduction To Pools Back to Contents

  38. In case of activation issues, it is important to keep in mind the type of the pool • These 4 slides refer to situations when the type of pool is offline=off • These 6 slides refer to situations offline=on • How to find the pool for a specific serial number • Navigate to SNs and click on the pool number • Double click on the selected pool to go into details section Troubleshooting Activation Issues Related To Pools Back to Contents

  39. Introduction To Pools • Keep an eye on the highlighted options: • Pool status is offline=no • Creator is Anton Soskov • Comment says that this is a test pool Back to Contents

  40. Toview additional information about the serial number or perform release count operation (Customers can activate the product up to 5 times) in exceptional situations, serial number information can be obtained the following way Additional Serial Number Operations In Old BO4 Back to Contents

  41. Additional Serial Number Operations In Old BO4 • When reviewing license sets this section is split into two parts • The top part shows activated serial numbers • The bottom part shows inactive serial numbers Back to Contents

  42. Additional Serial Number Operations In Old BO4 • Activation status shows the current status of the serial number, it is either active or inactive • Release count number • Upgrade assurance expiration date – used to review issues related to Paragon Upgrade Assurance • For Upgrade assurance expiration dates issues contact nasyp.shukhanova@paragon-software.com Back to Contents

  43. Additional Serial Number Operations In Old BO4 • Upgrade assurance expiration date can be set from: • SNs -> Add serial number - > Click on the pencil icon -> select upgrade assurance expiration date Back to Contents

  44. To view additional information about the serial number or perform release count operation (Customers can activate the product up to 5 times) in exceptional situations, select Activated SNs tab, type in Customer’s e-mail or SN, expand the SN and press Edit. Additional Serial Number Operations In New BO4 Back to Contents

  45. Additional Serial Number Operations In New BO4 • Activation status shows the current status of the serial number, it is either active or inactive • Release count number. You can change it to desired value, then press Save to apply the changes. Back to Contents

  46. Additional Serial Number Operations In New BO4 • Upgrade assurance expiration date – used to review issues related to Paragon Upgrade Assurance • For Upgrade assurance expiration dates issues contact nasyp.shukhanova@paragon-software.com • Upgrade assurance expiration date can be set from Old BO4(see this slide). Back to Contents

  47. DO NOT use “GUID Accounts” tab in Old BO4 – it’s not relevant anymore. • Check slide 57 to see how GUID account is generated for the Customer • If the Customer will need to activate the software again they may have an issue • The issue can be resolved two ways: • Support Team can delete GUID account for him in Old BO4 • Customer can create MyParagon account and register the serial number there, then perform activation methods from slides 45-46 • Log in to old BO4: https://bo4-fe.paragon-software.com/partner/ui/login.xhtml • Place mouse pointer on setup • Select Activated SNs • If GUID account was created, the SN will be registered to <Global ID>@localhost.null. Click on that Customer to jump to Customers tab. Delete GUID Account in Old BO4 • Perform Merge operation from <Global ID>@localhost.null to Customer’s e-mail.See slide 21 for details concerning Merge operation. Back to Contents

  48. If there are any issues with using BO4 send an e-mail to devops@paragon-software.com and bodev@paragon-software.com with a detailed description of the issue. Troubleshooting Issues With BO4 Back to Contents

  49. This step-by-step guide will take you through every single step of the activation process for NTFS for Mac 14 MyParagon account is created automatically for the Customer Customer purchases the program from www.paragon-software.com The pool for this s/n is offline=off Serial number is registered in MyParagon account automatically Customer receives an automatic e-mail with product information and MyParagon account activation link NTFS For Mac 14 Activation FAQ Online Activation Through MyParagon Account Customer must activate his account using the activation link that he received automatically from the previous step Customer should log in to his MyParagon account now and check his product license and perform other actions. He can download his product installation file After downloading the file he can install it After the installation the program will prompt for a reboot Launch the program, it will prompt to activate A window with in-app browser will open Log in to MyParagon account from the in-app browser Go through the wizard Click on activate The product is successfully activated Back to Contents

  50. This step-by-step guide will take you through every single step of the activation process for NTFS for Mac 14 MyParagon account is created automatically for the Customer Customer purchases the program from www.paragon-software.com The pool for this s/n is offline=off Serial number is registered in MyParagon account automatically Customer receives an automatic e-mail with product information and MyParagon account activation link NTFS For Mac 14 Activation FAQ Online Activation Using Serial Number Customer must activate his account using the activation link that he received automatically from the previous step Customer should log in to his MyParagon account now and check his product license and perform other actions. He can download his product installation file After downloading the file he can install it After the installation the program will prompt for a reboot Launch the program, it will prompt to activate Select the option to activate using serial number Insert serial number and click on next Click on activate The product is successfully activated Back to Contents

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