How to Use the Customer Portal

How to Enter a Support Case From the Customer Portal
How to View Existing Support Cases in the Customer Portal
How to Determine Which Choices to Pick When Submitting a Case
How to Remotely Reboot your Server From the Customer Portal
How to Update your ColoServe Access List
How to Update Password Information in the Customer Portal
How to Update Address Information in the Customer Portal
How to Update Telephone Information in the Customer Portal
How to Update Credit Card Information in the Customer Portal
How to Update your Contact Email in the Customer Portal
How to View Network Statistics in the Customer Portal

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How to Enter a Support Case From the Customer Portal

To enter a support case for ServePath Support, do the following:

1. Log in to your customer account at my.servepath.com. Your user name is your 5-digit customer number.
2. Once you have logged in, click on the "Support" tab at the top of the page, then the "Create New Case" tab in the box below.
3. Select the support category and subcategory that most closely represent the issue you are experiencing.
4. Select the server and IP address that is experiencing the issue. You may select multiple servers and/or IP addresses by holding down the CTRL key when selecting.
5. Enter your current contact information such as name, phone number, and email address.
6. Enter a description of the problem you are having with as much detail as possible.
7. Click on the "Create Case" button to finish.

You can review existing cases and their status by clicking on the "Case Information" tab under the "Support" heading on the top left of the screen.

How to View Existing Support Cases in the Customer Portal

To view your existing Support cases, do the following:

1. Log on to my.servepath.com.
2. Click on the "Support" heading on the top left, then the "Case Information" tab in the box below, and finally the "View Cases" sub-tab.
3. You can then view your existing cases and select any you wish to view.
4. To toggle between viewing only cases belonging to your account's default contact or viewing cases belonging to all contacts on your account, click the "View My Cases"/"View All Cases" button.
5. To toggle between viewing open or closed cases, click the "View Open Cases"/"View Closed Cases" button.

To enter a comment regarding your existing case, click on the case and select the "Add Comment" button. This will immediately forward your comments to ServePath's Support team. Click the "Add Attachment" to attach a document to the case, e.g. to provide screenshots or test results to Support.

How to Determine Which Choices to Pick When Submitting a Case

When entering a Support case, you will be presented with several options to accurately describe the issue(s) you are facing. Below are descriptions and definitions of each main category and it's sub-categories to help you better identify your issue:

• Server Unavailable: Pick this option if you cannot gain access to your server at all or if your server is down.
• Server Down Unexpectedly: If your server is experiencing unexpected down-time, select this option.
• Server Down Following RPC Request - EMERGENCY: If you have attempted to remotely power cycle your server through our customer portal and were unable to bring your server back up, please select this option.
• Other: If your server is down for any other emergency issue, select this option.

Once Finished, select the server(s) experiencing the issue.


• System: Pick this option if you are experiencing a system software or hardware issue or if you need your password changed immediately.
• Operating System Initial Setup: Select this option to have a newly installed OS configured.
• Control Panel Initial Setup: Select this option to have a newly installed control panel configured.
• Server Performance: If you are experiencing hardware or software performance issues, select this option.
• Server Hardware - Emergency: If your server hardware is experiencing issues and has become unavailable, select this option.
• Password Reset Request - Emergency: If your server password has been hacked or compromised, select this option to have it changed immediately.
• Software Firewall Request: To have a Windows or Linux software firewall configured for your server, select this option.
• Other: If you are experiencing other issues not listed above regarding your server's system, select this option.

Once Finished, select the server(s) experiencing the issue.


• Network: For issues related to network connectivity, routing, or IP configuration, select this option.
• Packet Loss - Emergency:If you are experiencing packet loss, select this option.
• Routing Issue - Emergency:If you are experiencing routing and connectivity issues, select this option.
• IP Request:If you require additional IPs or if you need to have your existing IPS configured, select this option.
• Request a Reason for Outage (RFO): Select this option if you require an RFO for reimbursement.
• Other: If you are experiencing other issues not listed above regarding your server network, select this option.

Once Finished, select the server(s) experiencing the issue.


• Billing/Account: For issues related to your account or billing invoices, select this option.
• Monthly/Recurring Charge Question:For questions regarding your monthly or recurring invoices, such as service charges, select this option.
• Overage/Non-Recurring Charges:For questions regarding non-recurring charges, such as bandwidth overages, select this option.
• Late Notice Responses: If you are responding to a late payment notice and need to update your invoices, select this option.
• SLA Credit Request: To request a credit due to our SLA, select this option.
• Update Contact Information:To provide ServePath with your updated phone number, email, address, or billing information, select this option.
• Amend a Cancellation or Service Change Request: Select this option to rescind or modify a cancellation request or to edit or modify a service request.
• Other: If you are experiencing other issues not listed above regarding your account or billing, select this option.

Once Finished, select the server(s) experiencing the issue.


• Services: For issues related to any of ServePath's service offerings, select this option.
• Network Storage Account: For issues regarding connectivity or access to your NAS account, select this option.
• OS Re-image Request: If you have a hacked/ compromised server, or a severe configuration issue and require an immediate OS reimage, select this option.
• Netscreen Firewall Request - Emergency: Select this option if you have purchased our Netscreen 5GT Firewall services and are experiencing issues.
• Cisco ASA Request - Emergency: Select this option if you have purchased our Cisco ASA Firewall services and are experiencing issues.
• F5 Load Balancer - Emergency: Select this option if you have purchased our F5 Load Balancing services and are experiencing issues.
• Other: If you are experiencing other issues not listed above regarding any additional services you have purchased, select this option.

Once Finished, select the server(s) experiencing the issue.

How to Remotely Reboot your Server From the Customer Portal

If you are a dedicated server customer, you can reboot your server remotely via the online customer portal. Follow these directions to reboot your server remotely:

1. Log into your customer account at my.servepath.com.
2. Click on "Servers" in the navigation bar at the top of the screen.
3. The Remote Power Cycling Interface will appear. Select the server you wish to reboot from the drop-down menu.
4. If you would like, select the "Send an email confirmation when my server is rebooted" checkbox to be notified when the reboot is complete.
5. Select the "Queue Request" button. This will start the reboot process.

If you are a ColoServe customer, you should have set up your remote power cycling options during the deployment process. ColoServe customers can follow the same steps written above if RPC is enabled. If RPC is not enabled, please contact your Sales Representative in order to enable this feature.

How to Update your ColoServe Access List

To update your colo access list, do the following:

1. Log on to my.servepath.com.
2. Select the "Support" heading on the navigation bar at the top of the screen, then the "Colocation Access" tab below.
3. Click the "Add New User" button to add a new person to the access list.
4. To delete a profile form the access list, click on the "Delete" link next to the user's name.
5. To edit a profile from the access list, click on the "Edit" link next to the user's name to change any information.

It is extremely important that you keep your access list up to date with profile information and contact information for safety and security reasons.

How to Update Password Information in the Customer Portal

To update your password in the customer portal, do the following:

1. Log on to my.servepath.com.
2. Click on the "My Account" link at the top left of the screen.
3. Select "Password" on the navigation bar below to edit your password.
4. Enter your old password once and your new password twice to confirm before selecting the "Change Password" button.

Remember to keep your password information safe at all times.

How to Update Address Information in the Customer Portal

To update your address information in the customer portal, do the following:

1. Log on to my.servepath.com.
2. Click on the "My Account" link at the top left of the screen.
3. Select "Addresses" on the navigation bar below to view and edit your addresses.
4. Enter your new address before selecting the "Change Address" button.

How to Update Telephone Information in the Customer Portal

To update your phone numbers in the customer portal, do the following:

1. Log on to my.servepath.com.
2. Click on the "My Account" link at the left of the screen.
3. Select "Phones" on the navigation bar below to view and edit your phone numbers.
4. Enter your new phone number before selecting the "Change Phone" button.

How to Update Credit Card Information in the Customer Portal

To update your credit card information in the customer portal, do the following:

1. Log on to my.servepath.com.
2. Click on the "My Account" link at the top left of the screen.
3. Select "Credit Card Info" to view and edit your credit cards.
4. For a new credit card, enter a new credit card type, number, expiration date, and name. To update a card, simply change the appropriate field that needs to be updated.
5. Click on the "Update" button to save your changes.

How to Update your Contact Email in the Customer Portal

To update your contact email in the customer portal, do the following:

1. Log on to my.servepath.com.
2. Click on the "My Account" link at the top left of the screen.
3. Select "Contact Email" to view and edit your contact emails.
4. You can enter a single new contact email or several contact email addresses separated by comma or semicolon. The limit is 80 characters total.
5. Click on the "Update" button to save your changes.

How to View Network Statistics in the Customer Portal

To view your network statistics on the my.servepath.com customer portal, do the following:

1. Log on to my.servepath.com.
2. Click on "Network Statistics" in the navigation bar.
3. The table will display all VLANs used by your servers, with total bandwidth ("95%") and transfer statistics for each.
4. Optionally select a start and end date to get statistics for a custom interval, or select a pre-defined interval (e.g. "Last 7 Days") from the drop list, and press "Go".
5. Optionally select a VLAN from the table to drill down and get more detailed graphs for that VLAN.