FAQs
General
General
Is support included when I buy licenses?
If you are buying licenses, support and maintenance are included for 12 months. If you have rental licenses it is also included for the time span of the rent.
Why should I extend the maintenance?
Without maintenance, you will not be able to get any kind of updates or support for the solution. This also includes security updates. Contact your account manager in case you need a new maintenance contract.
How does the support system work?
Best to visit our Help Center and open a ticket. If you don’t have access to the panagenda Help Center yet, please send your request to support@panagenda.com and you will be assigned a ticket number by email instantly. One of our experts will then contact you to help you out.
When will I get a reply to my request?
We do not have guaranteed response times. Nevertheless, the usual turn around is mostly no longer than 1 business day. Please note, most of our support staff are located in Europe (GMT+1) and our regular opening hours are from 7 am to 7 pm. Exceptions are national bank holidays in Germany and/or Austria.
What are the payment options for panagenda solutions?
You can pay via wire transfer. Depending on your region you will either be a customer of the panagenda US or panagenda Europe. Please make sure to use the right bank information.
Where do I find documentation of panagenda solutions?
Take a look at our Knowledge Base that is already filled with a lot of answers to your questions. No matter if it’s about setup or versions, configuration or tips & tricks.
OfficeExpert
OfficeExpert
Is there an online demo available?
We are happy to set up a time-limited demo within your own environment. Our mission: smooth set-up, rapid results. Just let us know and our product experts will be happy to make the necessary arrangements.
Where do I find documentation?
In our Knowledge Base, we already cover a lot of technical questions from setup guides to best practices and release notes. You can directly go to OfficeExpert’s Knowledge Base by clicking here.
How will I get charged?
OfficeExpert’s price model is based on Office 365 users within your organization. For detailed price information please get in touch with your product expert.
MarvelClient
MarvelClient
How do I send in the right info to get fast and helpful MarvelClient support?
The MarvelClient Support Helper tool (MCSupportHelper.exe) is a small program for Windows that helps you collect and optionally anonymize your Notes client logs and MarvelClient data, so you can easily send them to support for analysis and troubleshooting. Read more here
Can I configure Sametime Communities?
Yes. You can add, modify or remove existing Sametime communities, set specific ones as default, and more. You can directly go to MarvelClient’s Knowledge Base by clicking here.
Where do I find documentation and instructions?
In our Knowledge Base, we already cover a lot of technical questions from setup guides to best practices and release notes. You can directly go to MarvelClient’s Knowledge Base by clicking here.
Can I use MarvelClient to preconfigure HCL Notes clients on new devices?
Yes, you can configure all client settings according to company-specific or department-specific stipulations for the initial setup. You can directly go to MarvelClient’s Knowledge Base by clicking here.
What is included in the free versions of MarvelClient?
You can find the different versions and functions by clicking here. Even though some functionalities are free, we, unfortunately, cannot provide individual support for these. In case you have troubles we still encourage you to reach out to our product experts to ensure the quality of the offered software.
Can I use MarvelClient for big consolidations?
Yes, no problem with the fastest client management solution out there! MarvelClient can make up to 15,000 changes per second. You can directly go to MarvelClient’s Knowledge Base by clicking here.
How will I get charged?
MarvelClient’s price model is based on Notes/Domino users within your organization.
iDNA Applications
iDNA Applications
How do I send in the right info to get fast and helpful iDNA support?
Please follow the instrcutions shown in this video to collect the respective information our support needs to process a ticket quickly.
Is there an online demo available?
You can sign up for a sandbox experience by clicking here or ask for a time-limited demo within your own environment. Please contact us for more information and to get in touch with your product experts.
Where do I find documentation?
In our Knowledge Base, we already cover a lot of technical questions from setup guides to best practices and release notes. You can directly go to iDNA Applications Knowledge Base by clicking here.
How will I get charged?
iDNA Applications price model is based on Notes/Domino users within your organization.
How long does it take until I can log in after trial setup?
It typically takes three to four days, depending on when the installation took place. The reason being that several collection and processing steps need to occur initially in a specific sequence.
What are best practices when extending disk space?
A NEW virtual disk must be added to the system. It is NOT recommended to extend existing disks, as this may lead to the disk space being unusable.
How-To Videos
Check out our how-to videos, which are unique resources to learn about important iDNA Applications topics.
HOW-TO
Open Appliances
In this video you will learn the 3 different methods to open an iDNA Applications appliance.
HOW-TO
Submit Support Tickets
Watch this video to learn how to quickly submit a support ticket for iDNA Applications.
HOW-TO
Change Passwords
Learn how to change multiple default passwords for specific accounts in iDNA Applications appliances.
HOW-TO
Reinstantiate Data Collection Sessions
Learn about the steps required to restart a data collection session after a collection pause in iDNA Applications.
ConnectionsExpert
ConnectionsExpert
How can ConnectionsExpert help with adpotion?
You are provided with important insights into critical adoption KPIs so you can develop and optimize the perfect social business strategy.
Can I use the data in other BI solutions?
Yes. Business Intelligence solutions, such as Tableau or PowerBI, can access the data warehouse via API.
Where do I find documentation?
In our Knowledge Base, we already cover a lot of technical questions from setup guides to best practices and release notes. You can directly go to ConnectionsExpert’s Knowledge Base by clicking here.
Can I use ConnectionsExpert to analyze data historically?
Yes, both analysis, and monitoring data.
Are Dashboards available as widgets within HCL Connections?
Yes. You can access the Community Analytics Dashboards directly in Connections.
Are there custom reports?
Yes. In addition to ready-made reports and views for common business cases, ConnectionsExpert also includes a highly customizable charting and reporting platform.
On which platforms is it available?
ConnectionsExpert is a Docker package, VMWare or HyperV image to analyze and monitor HCL Connections.
How will I get charged?
ConnectionsExpert’s price model is based on Connections users within your organization.
ApplicationInsights
ApplicationInsights
How do I send in the right info to get fast and helpful ApplicationInsights support?
Please follow the instrcutions shown in this video to collect the respective information our support needs to process a ticket quickly.
Where do I find documentation?
In our Knowledge Base, we already cover a lot of technical questions from setup guides to best practices and release notes. You can directly go to ApplicationInsights’s Knowledge Base by clicking here.
What is the latest version of ApplicationInsights?
Sometimes products come at age and newer solutions are going to replace them. This is the case with ApplicationInsights. Take a look at iDNA Applications by clicking here.
What are best practices when extending disk space?
A NEW virtual disk must be added to the system. It is NOT recommended to extend existing disks, as this may lead to the disk space being unusable.
How long does it take until I can log in after trial setup?
It typically takes three to four days, depending on when the installation took place. The reason being that several collection and processing steps need to occur initially in a specific sequence.
GreenLight
GreenLight
Which servers can be monitored?
All types of Microsoft and HCL Collaboration servers, web servers, Blackberry Enterprise servers and many more thanks to the extensibility of Powershell and Shell Script as well as compatibility of various network protocols.
Where do I find documentation?
In our Knowledge Base, we already cover a lot of technical questions from setup guides to best practices and release notes. You can directly go to GreenLight’s Knowledge Base by clicking here.
Do I have to install GreenLight agents or the like in my servers to use the service?
No. GreenLight is an agile virtual appliance that can be easily integrated into your infrastructure.
What is the benefit of end-to-end monitoring?
This allows GreenLight to provide valuable insights not only for on-premises infrastructures but also hybrid and pure cloud environments.
Can I use GreenLight to monitor the availability and performance of my web server?
Yes.
Can GreenLight also automate console commands such as server reboots?
Yes.
How will I get charged?
GreenLights’s price model is based on Domino Servers within your organization.
Can GreenLight be expanded?
Yes. Due to generic sensors and the comprehensive charting and reporting framework, you can individually extend your operational monitoring to all systems.
SecurityInsider
SecurityInsider
How will I get charged?
SecurityInsider’s price model is based on Notes/Domino users within your organization.
Where do I find documentation?
Documentation is available by opening the SecurityInsider database, scrolling down to the “Information” section on the left-hand navigator, and selecting the “Help” option.
