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NetCONNECT 2.0 User Guide

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1. Fault description Most recent action in the case Contract details Inventory details of the affected services ORNS NetCONNECT Case Details Log a new Case View Cases Summary Case ID DEE Status Closed Complete Created By Created Date KEGEL Owner EAL Case Type lt A Subject E E Contract Description FE A A EB FE ur WEGES OLD DE GA ELE E BAG DE DE E BEE A E BD A E Related Services Inventory ID Manufacturer Model Name Serial Number Type Action TEE A DE GEBOTE FE LES TRA A Go TE AG RA ew ELS FEE ELBE S Go Taare SOR EA cae FEE E wae Go Comments and Actions MOTE NL NP EPA AAA a CACAO MT EA BED EN BOLE LI EE OE LO ALL OL IS OLE AA SO rr AO A LOL 7 mmer BE LOLA LIO JO AE Ya BD LLP ATEO AAA LOL mer SL A ALL ALI IEP OE AA JB EL AJO ACA E JO AA PEE AE JOA L JOAO AU ALE BED LO AA lt To view a related Service in detail click on the blue Go button alongside the Service in the Related Services section The Comments and Actions section at the bottom allows you to see a transcript of all the communication and actions carried out in relation to this Case When the support engineers update cases you will be able to track all the work that they have carried out and any instructions that they have left for you to perform To update the Case with new information click Add Comment to add new details as described below 46 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Mid
2. If you choose and Inventory ID Service Device Make amp Model Name and Serial Number are pre populated if Inventory contains this information and they are non editable Complete Subject and Description of the case and press the Submit button A new Case will be raised against the equipment or service if one is specified 3 2 12 2 Cases with ARE related to ADSL If you are raising a new case relating to an ADSL Service including ADSL2 and SDSL you will see the screen below This provides a link to the ADSL troubleshooting wizard We highly recommend using this wizard to help quickly troubleshoot and fix common problems with ADSL services Using the wizard also greatly assists our Support team to identify the problem as quickly as possible and allows them to resolve the problems more quickly 35 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk Raise New Case Affected Device Service 9 Choose From Inventory This is an ADSL Service Would you like to troubleshoot Skip Continue Inventory ID THE er Service Device Make Model DAS tau fF TA Name ET US Serial Number PET REEL Gr ree nenn Have you run through the ADSL 2 Reseller Pre Handover Checklist Once you select the Inventory from the drop down menu if that inventory is an ADSL service then you will receive a message This is an ADSL Service Would you like to tr
3. Service Details ADSL Line 1 Primary ADSL Line 2 Secondary ADSL Line 3 Secondary ADSL Line 4 Secondary Telephone Number s Telephone Number Telephone Number e Telephone Number ITA Order Type AO Order Type m AO Order Type as Order Type Se Previous Provider gt Previous Provider E Previous Provider E Previous Provider s MAC s MAC MAC ES MAC z Contract Length Zr Contract Length e Contract Length Zr Contract Length nz Set up Monthly Installation Setup for Cerberus WS X4 Bonded ADSL2 es Service Cerberus WS X4 ADSL2 Premium EB IP Option Upgrade to 8 IPs for Cerberus WS ADSL2 SS Enhanced Maintenance None ED Additional Services None ER PSTN Installation BT PSTN Business Line Installation 3 New Lines A PSTN Rental BT Business Analogue PSTN Line Circuits Rental 3 New Lines A Offers and promotions will be applied when service is activated and invoiced Total PL A MEA EA enger 2 1 2 6 Cancel Order If you are not happy to proceed with the order click on Cancel Order Button you will get confirm box with the message Click OK to go back to the Order Wizard and amend the order request or Click Cancel to cancel the request completely Click OK if you want to go back to the order process Using the Next and Back buttons you can change the details of your order If you wish to cancel the request altogether click Cancel 2 1 2 7 Confirm Order If you are happy with the order details a
4. 24 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 3 Order Details In this page you can see all the information about your order Order Item List shows description quantity unit price and line total for each of the order items and sub grand totals at the bottom Order Information Client Name HOJ AS AREAS LE Client Order Ref as Order ID PS EEE Order By BEIA AIR Order Date IES Order Item List Description QTY UnitSell Total Cerberus connect16 standard LLU connection Up to 16Mbps downstream up to 1Mbps upstream dynamic IP address unlimited usage 1 year billed quarterly in advance i CAD GAB Block 8 IPs for Cerberus MAX LLU or SDSL Connection 1 Year billed quarterly in advance 1 ie A Thomson Speedtouch 585 v7 Wireless ADSL ADSL2 Router Leased equivalent router may be supplied at Cerberus discretion 1 EB U SubTotal BB VAT u Order Total BB Connections CLI Description Order Ref Expected Date Start Date Status More Info e EE Cerberus connect16 standard LLU connection Up to 16Mbps ers 7 Live Service Details Services cu Description Order Ref Expected Date Start Date Status More Info A EEE Cerberus Networks Connect16 Home C amp W Fes eer Disconnected Service Details Q AR Cerberus Networks Cerberus Connect Fos OK Service Details TEDI Thomson Speedtouch 585 v7 Mis 2 OK Service Details If a line shows in blue in the Order
5. Sea cnn VOICE tt 49 5 1 2 Invoice DET E SEED EE 50 5 2 OREBILIAVOICES A dd ed da aa aaa 51 S rching EDEGEM 51 A EE 51 5 2 2 O eBillinvoice Detalla el E EA lr rd o o laurel EE rad lora el oo lr cord e dra le lero de 52 5 3 Remittance EE 53 5 4 A A 53 5 5 ed Ree see ET E EAS AA anata ia EEEE EA RN 55 MIVA OUN OO 56 6 1 Account Detalls as a n ae a A A A a a E 56 6 2 Reset PASSW ONG nee EEN 56 6 3 BC ee elo 57 6 4 REQUEST NEW US A AA Rv ad a A AR 58 VREE N ea E A ee ee oe ne eebe 58 3 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 1 Getting Started 1 1 Introduction NetCONNECT is a web based portal allowing Cerberus Customers greater convenience and efficiency for many common processes It allows the customer to place new orders modify existing orders view settings and other details perform diagnostics raise and track support cases view invoices and much more Cerberus have developed this latest version of NetCONNECT in house and many of the new improvements are in direct response to feedback received We hope you will like it and look forward to hearing what you think of the new version 1 2 Logging in to Cerberus NetCONNECT To access the NetCONNECT portal you will need to be assigned a NetCONNECT account by your account manager or the operations team Once this is done you will receive your username and password by email For the pu
6. True read and understand the terms snd odbora applicable So ther serene Check the Checkbox and Press Request a MAC Depending on the service being migrated you will either receive a MAC immediately or the MAC will go on order and you will receive the message Your request for a new MAC has been received and is being processed And if MAC is already order for this line then message will be A MAC is already on order for this line Once the MAC code has been generated you will be contacted by our Operations Team Note Please be aware that requesting a MAC does not mean that you have cancelled your service with Cerberus You will need to issue a cancellation for your service using the procedure described above via email to opsOcerberusnetworks co uk or by contacting your account manager You can call us on 0845 257 1333 If you use your MAC but do not cancel your service with us your service will continue to be billed as normal and you will be required to pay all invoices until you formally cancel the service with us and your notice period expires 3 2 15 Suspend Unsuspend You can temporarily suspend and subsequently unsuspend the Service by clicking on the link Suspend Unsuspend Suspend Unsuspend Senaces Order Stage Lore Requeited By w Requested ege n By clicking on Suspend for an active connection your service will be suspended This will usually be effected within 4 working hours of request If ser
7. 02 09 03 04 2012 04 57 28 02 04 2012 17 17 18 3 2 10 Radius Full Log This pop up will show all recent log entries in the RADIUS server for the connection including failed connection attempts This can be helpful in troubleshooting connection problems Cerberus O Networks bien Leg Info Released IF ez e did cli ip 3 146 23 71 213 120 186 202 1d3d lad c81 6005 5f4e9b i Auth Login OR AAA AA from client 46 37 32 255 port 20919 cli ip 923 146 23 70 Info Existing IP a z did cli 1p 853 146 23 702213 120 186 202221032 25ef 8065 1leSe sfet Mon Mar 5 20 23 03 2012 Mar 5 20 23 12 2012 Mar 5 20 29 12 2012 SR Ss aa d Lg F 3 2 11 Support History Support History shows support cases generated for the service aa be Card Ce oe Card Ciosed be 0 Cleans 34 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk Support History shows below fields Field Name Description Open When this case has been created Case ID The unique ID of the support Case Click on the link to navigate through Case Detail page Case Name Name of the Case Status Status of the Case e g Open Closed Due Today etc 3 2 12 Raise New Case You can create a new case for this particular Service from this link By clicking on the link you will see the pop up below 3 2 12 1 Cases NOT related to ADSL
8. 5 3 Remittance Advice You can submit remittance advice via NetCONNECT To do so select the checkbox alongside all the unpaid Invoices or OneBill Invoices then click the Mark Payment as Sent link at the top of the list Remittance Advice Complete the Payment Method Payment Date and Payment Amount fields correctly for the payment you are making If you wish to pass on any comments with your Remittance Advice please enter these in the optional Comments field Click Submit This will notify our Accounts Team of this remittance If you wish to re start entry of the values for the Remittance Advice click Reset If you wish to cancel please close the window using the X at the top right 5 4 Payments Here you can see your payment history with options to search for payments according to criteria including payment type payment status and payment date You are logged in as sw A Billing View Payme nts Invoices Vouchers Payments Payment search Payment Type All D Status Al y Date Range gt EN Search Results gt All gt All Total Records Found 120 2 3 Next gt Payment Date gt Payment Type gt Payment Amount 4 gt State gt Action TEJE BACS TM Cleared Show Allocation pa EI I A BACS OB Pending Approval LIEBE BACS TA Pending Approval TEE Debit Card LA Pending Approval Show Allocation IPR BACS GES Cleared Show Allocation ECKE BACS RE Cleared Show Allocation PASES BACS EEE 2
9. ARE Change IP amp SNMP Order Stage _ Service Type Service History Inbound MAC a AI SE Status Order ID Description No IP ae emm ZS Live EB ea er SE ALA 8 en Disconnected SEE RIE EAE OLE GS Note The Name and Order Reference fields in Services are user editable so you can set this to be anything that is useful and relevant for you On the right hand side of the page you will see two sections Tasks and Requests They contain the following links 3 2 1 Settings This pop up shows at a glance all the settings for the line 46 37 32 22 46 37 33 22 smtp3 cerberusmail co uk 28 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 2 2 Bandwidth Usage Bandwidth Usage displays current and historical data for bandwidth usage on the line This will not be populated for LLU services Bandwidth Usage Bandwidth Usage month to date for capped services only Down GB Up GB Total GB Cap GB 26 21 3 77 29 98 50 00 Historical Date Down GB Up GB Total GB Cap GB 12 75 4 02 16 77 50 00 0 63 0 02 0 65 50 00 3 2 3 Stats Line statistics are only available for Cerberus ADSL2 and LLU ADSL2 lines and are only correct as per the Last Statistics Check date and time noted To get an up to date set of readings for the line statistics in real time click the Update Line Statistics SW LLDOLE WET SIMA TARA dd A D o d F
10. Diagnostics Also please mention the LED Stats on the Router 36 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 2 13 Cancellation Should you wish to cease an on going service e g ADSL web hosting etc you can request a cancellation from the Cancellation link form the service detail page This will set up the Cancellation Request with the default information as below At this stage you are free to amend the Service Cease Date Cancellation 0702013 07042012 002012 Field Name Description Request Date The date that you requested the Cancellation Status Awaiting Confirmation You are still free to amend the request Cerberus will not act on the request at this stage Confirmed The request is awaiting processing by Cerberus Committed The request has been processed by Cerberus and cannot be amended If you need to amend the request in any way you must directly contact our Operations Team Service Cease Date The date that you wish the service itself to end This can be amended to be sooner than the Billing Cease Date if you wish Billing Cease Date The date that the service will be billed until based on the notice period and the minimum term of the service You may set the Service Cease Date later than the original Billing Cease Date if you wish This will cause the Billing Cease Date to be set to coincide with the later date Once you h
11. EC LLL LEAL GED 8 e g No No No No The fields in the list are as below Field Name Description Name The users full name Username Primary email address for user Also their username Company Name The users company name Admin Account admin Able to administer other users Support Support User To receive support and service related communications E g notice of outages service updates etc Accounts Accounts User To receive accounts related communications E g Invoices Statements etc The Actions drop down menu alongside each user offers the following functions Field Name Description Edit User A pop up screen will appear where you can view and update the chosen account s information Remove User Removes the user from the NetCONNECT system Impersonate User Allows you to use NetCONNECT as though you were the chosen user You can revert back to your own account context by clicking the Return to lt your username link that appears in the top panel when you are impersonating a user This is useful for troubleshooting user profile based problems with the system 57 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 6 4 Request New User This button only visible if you are an account administrator Request New User Title Select El Accounts El support LU New Orders U Eat Une Profiles Ll Administrator Please fill the required
12. Networks Carta ai E z A u D eg Print Report Client ID gt TL i Save as PDF Client Tel a SS Client Fax BET A Inventory ID Start Date Order Date Your Order Ref Our Order ID Service Name Description of Goods A A A A ee A A ee A E E E Serial Number Wendor Part Code Notes Contract Coverage Contract ID Contract Name Start Date End Date Type Status Specifications Location Downstream Speed 7 Address Ref Mm emer erer Upstream Speed P Name Di A SEE Contention Ratio Address TE AGE A RP AA Static IPs City Tg Post Code Settings P Username unty SA Country Password LinelD xDSL Phone No Gm zu Telephone Pe Network Address Sen zT Subnet Mask Mr zes Router IP Se zus Firewall IP Primary DNS Server Bug Secondary DNS Server Biss SMTP Mail Relay Eis zus Gateway Service Level Provider ID gt Provider Name a Exchange Cerberus Networks Limited 9 Walmgate Road Greenford Middlesex UB6 7LH TEL 0845 257 1333 FAX 0845 257 1334 e mail info cerberusnetworks co uk web www cerberusnetworks co uk 33 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 2 9 Radius Logins This pop up shows successful logins by the user in the RADIUS server RADIUS Log AuthDate 19 04 2012 23 55 39 18 04 2012 14 53 20 15 04 2012 04 40 50 13 04 2012 04 22 07 13 04 2012 03 56 26 13 04 2012 03 41 53 07 04 2012 22 22 47 03 04 2012 20
13. address City Enter the end user s postal city or town County Optional Enter the end user s postal county Postcode Enter the end user s postcode Telephone Enter the end user s contact telephone number 2 1 3 5 Order Confirmation Once you click on Submit on the User Detail page then you will be redirected to Order Confirmation page where you can check all the details of your order 2 1 3 6 Cancel Order If you are not happy to proceed with the order click on Cancel Order Button you will get confirm box with the message Click OK to go back to the Order Wizard and amend the order request or Click Cancel to cancel the request completely Click OK if you want to go back to the order process Using the Next and Back buttons you can change the details of your order If you wish to cancel the request altogether click Cancel 2 1 3 7 Confirm Order If you are happy with the order details and pricing click Confirm to complete your order Once you have confirmed the order you will see the Order Confirmed screen below This shows your order reference DS You can use this to track your order with us until you receive your final order reference You will receive your final order reference which will be in the form CO where is a unique 5 digit reference in an email within 5 10 minutes of placing your order 20 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t
14. as Mr a Demente NetCONNECT Support Billin g Invoices Vouchers Payments Invoice Search Date Range gt Invoice ID Your Order Ref Submit remittance advice for checked items Total Records Found 1894 Dias sis 7 89 0002 03 29 05 36 17 18 19 20 21 22 23 24 25 26 27 e 36 37 38 Next gt Invoice ID Invoice Date Your Order Ref Description Due Date Days Due Expected DD Date Amount Balance Paid ie SEE GL FE TAPA A E AOD RD SPIED BIT BB Yes se EE AZ AMAS DU AP GOL HATE SE HA Yes HERE THESE AU E IDO TIENE SA u EM Yes sont KE A a Pow Game eae Dit BGE ESE ag veel EI ze EEE SIG AGE ARO RO DE wah A ARA ERE No O SEL AP le DEE m WE Ma No EI zeg PEJE De GA SG re BE A AT AL No Os IEA LE Ts AAA AL OLEATE en DB m EE ARRE No gt A SE Gew AD HE IH HTA AL No Dass SEB SALI LACIE WESEL EA LD EZ HL No Ol 8 DERE GI Ges A EE I LK WE ALE No cor HARE A E E ARE BGE ES E Yes HA mz AGA SG DAA EE EE SG EZ EZ No sr PELE ALICIA Ga Ga OLDS ED U A Er ELE No gt AREAS p Gg tA IA EE ES EZ No ra PEK me LOL Dr BE U A EHE SEE No WA EB The Outstanding button in the section header shows all Invoices that have not been paid The Due Now button in the section header shows all Invoices that have not been paid and are due for payment now To view an Invoice in detail click on the blue text in the InvoicelD field This will bring up details of the Invoice 5 1 1 Searching Inv
15. assigned to the selected line Set RDNS shows a pop up where you can type in the host name that you would like to be assigned as the reverse DNS entry for a specific IP address If your change is unsuccessful for any reason you will be informed in the pop up box 32 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk Note You are not able to set an IP s reverse DNS entry unless a corresponding forward DNS entry exists The IP Address Management system will check the IP of the entry you have typed in the performing a normal DNS lookup If there is no forward DNS record for the entry you have typed in then the update will fail If the lookup returns a different IP address than the one you are trying to set the reverse entry for then the update will also fail Please bear in mind that DNS entries typically take between 24 48 hours to propagate across all DNS servers on the internet so if you have only recently updated the forward DNS entry you will have to wait until the entry has fully propagated before our system will allow an update 3 2 8 Inventory Report The Inventory Report is a printable summary page for the Service The report will appear in a pop up This page can be printed using the link at the top right Print Report You can also download the report as a PDF by clicking Save as PDF Inventory Report Se ro Cerberus Client Client Address i 7 O
16. e info cerberusnetworks co uk 2 Orders The Orders tab is the second tab from the left in the navigation bar This section of the portal allows you to place new orders and view change existing orders als New Order To place a new Order using the NetCONNECT portal click the New Order link You will see the Order page The entire Order Procedure has been divided into several steps dependent upon the Technology The Cerberus NetCONNECT portal currently has facilities for accepting orders for ADSL Single Line including ADSL ADSL2 and SDSL ADSL Multiple Lines bonded ADSL or ADSL2 services EFM CerberusMail services Select Technology Select Technology Make your selection then click the Next Button and you will be redirected to the second screen 6 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 1 1 ADSL Single Line ADSL ADSL2 and SDSL Orders From the first screen you will be redirected to the second screen below DSL Details Telephone Number CLI Check Availability Your Order Reference Note As part of the order process the DSL Number you enter will be checked against our live availability checking systems If there is a problem with the details you have entered you will receive information about the problem in the Order Feedback field on the right hand side of the page The sys
17. for any migration orders Service Select the DSL Service Product you wish to order This will allow you to fill in the rest of the Service Details and complete your order You will not be able to proceed with the remaining fields in the order until you have chosen the Service Installation Select the Installation Service for the order This may include optional hardware IP Options Select the IP address options for the connection You must select an option though this may be the IP address option included in the Service you selected above No extra cost will be added to your order if this is the case Enhanced Maintenance Select any additional maintenance services on the hardware for your connection Additional Services Select any additional services on the line connection or hardware for your service 2 1 1 4 RIPE IP Allocation Details If on screen 3 your choice of IP Option was more than 4 IPs then you will be redirected to below screen Here you must complete details of how you are planning on using the IP space Please provide as much detail as possible We may contact you for further information Your data may be shared with RIPE the body that is responsible for IP addressing in Europe RIPE IP Allocation Details Devices Connected Select w IP Address Usage Please enter 1 device per field The following is a description for each field Field Name Description Devices Connected Select the number of devices that y
18. information and click on Submit You will be notified once the new account is created by email 7 Assistance If you have any questions about using NetCONNECT or about your subsequent orders please contact Our Support team on 0845 257 1335 by email at support cerberusnetworks co uk or speak to your Account manager Many thanks for using Cerberus NetCONNECT 58 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk
19. note that this is a best effort service provided at no additional costs Although simultaneous provides are usually successful they are dependent on third parties beyond our control In the event that a simultaneous provide is unsuccessful we will endeavour to deliver the service as quickly as possible either by a delayed simultaneous provide or by normal provide For avoidance of doubt we cannot offer an expedite free off charge under these circumstances By clicking on the Back button you can go back to the previous screen if you need to make any corrections or you may click Next to go to 3rd screen i e Service Details 2 1 1 3 Service Details Service Details Order Type Select y Service Type Any y Select Select z Select z Select Select z The following is a description for each field Field Name Description Order Type Select New Order if there is currently no ADSL service on the line or Migration if you are migrating from an existing service A Migration Authorisation Code MAC will be required This field is compulsory Service Type Allows you to choose the type of service based on technology Previous Provider If the order is a migration please select the old ISP 8 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk MAC If the order is a migration enter the MAC you have received from the existing ISP This is required
20. or need further PostCode assistance please call our Operations team on 0845 257 1333 or email us Click Here for Terms and Conditions for these Services Telephone be Email ACA SION BEA e Order Type New Order Previous Provider N A MAC N A Contract Length 3 months Set up Monthly Installation Activation Migration for Cerberus WS ADSL2 i Service Cerberus WS ADSL2 Business Es IP Option Upgrade to 4 IPs for Cerberus WS ADSL2 TR Enhanced Maintenance None EZ Additional Services None EB PSTN Installation None ES PSTN Rental None ES Offers and promotions will be applied when service is activated and invoiced Total 5 ES 2 1 1 7 Cancel Order If you are not happy to proceed with the order click on Cancel Order Button you will get confirm box with the message Click OK to go back to the Order Wizard and amend the order request or Click Cancel to cancel the request completely Click OK if you want to go back to the order process Using the Next and Back buttons you can change the details of your order If you wish to cancel the request altogether click Cancel 11 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 1 1 8 Confirm Order If you are happy with the order details and pricing click Confirm to complete your order Once you have confirmed the order you will see the Order Confirmed screen below Cerberus NetCO
21. 0845 257 1333 e info cerberusnetworks co uk 2 1 4 CerberusMail MailSafe Orders SMTP Filtering and POP Mail Hosting CerberusMail hosted mail services can be ordered by choosing CerberusMail in the drop down for Technology or MailSafe for reseller partners 2 1 4 1 Account Information Account Information Disabled Disabled e Disabled An Account is a collection of mailboxes and domains that belong to the same organisation An account must always have at least one mailbox The first mailbox created has administration rights over the account Subsequent mailboxes can created and changed later from the interface provided in Services gt Cerberus Mail or Service gt MailSafe for reseller partners Below are the fields you need to complete to create a Cerberus Mail or MailSafe Account Field Name Description Primary Domain The primary domain name for the account ex Mycompany com Admin Email Address The username part of the administrator s email address e g postmaster Please provide the username only The process will automatically add the domain to form the full email address Password Enter your choice of password for the first mailbox twice to confirm The password must be at least 8 characters long and contain alphanumeric characters Account Reference Unique reference for your account This is for your reference only to identify one account from another it has no bearing on the service delivery
22. 2 02 04 2012 Open Zr SEER LEB GEBE DE i ag AEE WERE DR 29 03 2012 29 03 2012 Open d tege vg MG eer EG TUE IEA GT 29 03 2012 29 03 2012 Open ie LO LEP OT A fren OA fe e Z 27 03 2012 27 03 2012 Open d eer BU ege O AS rs Cr ee 27 03 2012 27 03 2012 Open EB LLL A AE AUT BAG ELE ALE AP BE WE A EEE 26 03 2012 26 03 2012 Open gt se E DEDS 14 03 2012 14 03 2012 Open AZ ALU zt ee AO Bu Lu 13 02 2012 13 02 2012 Open d e DE AC ALTO BOG A 06 12 2011 06 12 2011 Open SD gee e Pg Fg 28 10 2011 28 10 2011 Open ir Du AE LP AAA E e A 30 03 2011 23 08 2011 Open There are 2 buttons in the top right of the View cases tab If the My Cases checkbox is not checked then all cases for your company will be listed The Active Cases button shows all Active Cases The Closed Cases button shows all Closed Cases To view a case in detail click on the blue text in the CaselD field This will bring up details of the Case in the Case Details view described below 4 2 1 Searching Cases You can quickly find a particular case by searching on the CaselD or the Case Name If the My Cases checkbox is checked then only Cases raised the user logged in will be found 45 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 4 3 Case Details In this view you can check the case details including Case ID Status Created By Created Date Owner Case Type Subject
23. AGEL PPA IE BE OLE AGEL Wr GARDE LD FE LB PLE ALOE PP LE FE IZ LE LE LEO SL AA e FE LB LE LLL SP RAPA I LB OLE ELE PP RAPA LD FE LR LEE AEDT SLADE LD FE LEE ALOE DA LAPD PD I LR S LA AE ALOE DA TAPAS LD FE LA DLE AGO SP geg GE FE RE FOE EGLO 47 of 58 E EEE View Cases View Contracts Start Date gt 08 06 2012 22 09 2011 08 08 2011 23 03 2010 11 02 2010 17 02 2010 09 02 2010 23 12 2009 03 12 2009 20 10 2009 19 11 2009 06 10 2009 06 10 2009 17 09 2009 14 09 2009 26 08 2009 13 08 2009 Status End Date 1 gt 07 06 2013 21 09 2012 07 08 2013 22 03 2011 10 02 2011 16 02 2011 08 02 2011 22 12 2010 02 12 2010 19 10 2010 18 11 2010 05 10 2010 05 10 2010 16 09 2010 13 09 2010 25 08 2010 12 08 2010 Total Records Found 22 Status gt gt PEEREEEEEE 2222222 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk Clicking on the Contract ID link on the left will show you the Contract Detail view Contract Detai ls Log a new Case View Cases View Contracts suman Contract ID Fa Status Ended Start Date SE GE End Date 5 ES IT Name PITA Term 12 Months Contract Services InventoryID Manufacturer Model Name SerialNo Service Description SLA ois ae sage Se TA DES AD MES LDL ME Cerberus NetSUPPORT Includes 2 Service Vouchers per 8x5x8Hr 3 TH e GRID TEAK AMAS SITIOS Cerberus NetSUPPORT Additi
24. CS Lync Web Hosting https cp ecloudserv net 3 1 View Services Click the Services tab and View Services link to show a list of the Services that are registered on your Cerberus account You are logged in as NetCONNECT O Cerberus Networks View Services View Services Service search Inventory ID Serial Number CLI IP Type Status Active id boda ti Es Search Results gt Active ES Total Records Found 322 mm 2 3 4 5 6 7 Next gt Inventory ID gt Manufacturer Model Order Ref Company Name SrNo CLI gt Status gt PAT OJO at fo PIDO e E ge DF se TAL ZE OK a SO Ae So SEBEL AGRE DA i II TZ OK aoe FE SATA SEE AI hE Sas Se eee mme BI TEA OK de Deg SE a AA age ET fen ef erf e Ho sg IRALA Tae OK A E DEDE LS DELTA SEBEL E un u GB LAI OK da Ze SEP at IZ BA DF Pr STE ve AO LE ME OK a sa RA Sis 2 TD Fae JO Fao OK LS ise SISPAE ID y SF vee JO FBS OK lt p Ei DE BE Fae ie Fess AG OK f ie Ie E LI ST e ONO Eege es OK ei gege SATA E T TD SO sta Faas OK ie PIPA DE ID Face JON Y ASA OK 4 3 A Eid E SE Se Str DRITT es OK E ie PIPA DE Se STE ge JOA DIT HL OK fr ie one E Se Fae JO Fa OK T RA LPP O EF ee JO se OK 4 ie Ei 2 SES vee JON FSS OK Ka 26 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 1 1 Service Search You can search for Services using wide range of search crite
25. Cerberus Networks NetCONNECT 2 0 User Guide Customer Services Portal Version 1 3 31 10 2012 Version 1 2 03 05 2012 Version 1 1 05 04 2012 Version 1 0 07 03 2012 1 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk Contents 1 o A lt gt nn E 4 1 1 OCO ee ee eae eee ee 4 1 2 Logging in to Cerberus NetCONNECT costaria ir a a di ic 4 13 Navigating Between Areas siria A Ei ee ened eeeediees ee ee 5 A ele 1 ene o rea 6 2 1 NEW RT 6 2 1 1 ADSL Single Line ADSL ADSL2 and SDSL OREN aa ea 7 2 1 1 1 Ordering New PSTN Line with Cerberus resista 7 2 1 1 2 Simultaneous Provide with Existing BOPA nuria nia 8 2 1 1 3 Service Details een A O naa II a Paa Ea EE A a a ai 8 2 1 1 4 RIPE IP Allocation e ET EE 9 2 1 1 5 TR Bel E 10 2 1 1 6 Order COn ee 11 2 1 1 7 CS EE 11 2 1 1 8 A OAEI ee 12 2 1 2 ADSL Multiple Lines Bonded ADSL ADSL2 services 13 2 1 2 1 DNE DIE EN 13 2 1 2 2 Service Details gtt 14 2 1 2 3 BIPE IP AMC ION e e EE 15 2 1 2 4 a a E acts 16 2 1 2 5 Order Oo nn te 17 2 1 2 6 o eng 17 2 1 2 7 A o Ennis 17 2 1 3 EI NOTE en E ae ee E E E E 18 2 1 3 1 EFM Order Detalls cenieni e E EE EEE EE CO ECO EE E 18 2 1 3 2 EEN ere 18 2 1 3 3 EE Ebert Eeer 19 2 1 3 4 User Details EE 19 2 1 3 5 Order Confirmation TE 20 2 1 3 6 i er EE 20 2 1 3 7 EE 20 2 1 4 CerberusMail MailSafe Orders SMTP Fil
26. Cleared Show Allocation GES BACS KB Cleared Show Allocation BEEK BACS tz Cleared Show Allocation SIETE BACS FG HE Cleared Show Allocation SIG BACS SB Cleared Show Allocation BESTE BACS IZ Cleared Show Allocation at A BACS TARA Cleared Show Allocation PFE BACS GEE Cleared Show Allocation SFB BACS Zs Cleared Show Allocation III BACS A Cleared Show Allocation EG BACS DIEB Cleared Show Allocation 53 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk If your account uses OneBill Invoices you will see the following view Ofen NetCONNECT Services Support View Payments OneBill Invoices Vouchers Payments Payment search Payment Type status Al ly Date Range gt Search Results gt All gt All Note Your account is set to use the One Bill billing method invoices prior to adopting One DU will not show here Please contact the accounts team if you need copies of earlier invoices Payment Date gt Payment Type gt Payment Amount 4 gt State gt OneBill ID IB BEE Cleared z IL WE eer p Cleared F ARTE Le GEL Cleared Z EIS CHILE Cleared 3 PLE CLA Cleared 4 ELLE Po WELT Cleared z ICE 5 BI GFZ Cleared F SHE Po LPS Cleared 4 I IB BI DIE Cleared S EE IZ AGE Cleared 3 EICHE BIS CS Cleared 7 sa EE EEE E Cleared 3 PEE TA CA Cleared 3 LIITES CET Cleared Z Z Er TIE Cleared 7 AIRES KIA Cleared 2 MOH
27. E gt PR Cleared 3 Total Records Found 41 Click on Show Allocation to view how a particular payment was allocated against Sales Invoices and the status of those invoices Invoice Payments SaveasPDF Print Below is a breakdown of the allocation of your BACS payment for 2 on 04 07 2012 Invoice ID Amount Outstanding Amount Invoice Date BEE 2 LITTLE BEE Lo IEE LIZ TEE 2 Le A A AI ae SEE 5 SEE E SES LES 2 SEE EE 54 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 5 5 Service Vouchers Here you can review your allocation of Service Vouchers our sales incentive programme where you gain vouchers to be spent on hosting cloud services when you purchase qualifying connectivity services O Cerberus You are logged in as nt mer nen en NetCONNECT Networks ome Orders Services Support Billing View Vouchers OneBill Invoices Vouchers Payments Voucher search Original Service Status Date Range Redeemed gt EN Search Results gt All Total Records Found 4 Voucher ID gt Value gt Original Service gt Issued Date gt Expiry Date gt Status gt Redeemed gt Redeemed Date gt SIDE EB BG PEJE BGE HE u gt AZ PERE P A GEB HG em EE ee PGE PELE EI IS ED ET GEL gt Bez LLL E AZ MAS LES EI DS EB SG GHz DIS Ger KAA MEL Here you can see a full list of all the Service Vouchers generated against your account i
28. E e RI e hl ES e F ef BB Yes 2 TEJE CUPL AR lt P SEB DI G EB Yes A r EA SUPE E cc PEE DEZ EJ Yes Z SBE AMI erf Gi DOE EPL S S Yes F 8 Ee eer ef gf STE GE GE BB Yes 2 7 SERE FOES SE See TELE WELT EJ Yes 4 THEZES de AMI TZ SE A FELL SFX EL Yes 7 lt SCHE FPL SE A Ze IEEE TE EB Yes 7 ESE DRITTE IDE Gh SSE IT EZ Yes 2 SABE REIT SS ee Su Ze 2 ZS Yes SS mg E eer ef Di ES A HAD EB Yes 2 ESTE TES RI TEA ADE Gh DIE TEA Zr BB Yes 3 5 DIZE FPL IDE Gl BEBE A CA BB Yes F EE DREI TE SR A PES a gt aS Yes 2 5 ZIG BEE FULL IDE Gl ZE s3 PL EB Yes z SE Re SEE SD AA ED Yes FADA FIG The Outstanding button in the section header shows all OneBill Invoices that have not been paid The Due Now button in the section header show all OneBill Invoices that have not been paid and are due for payment now To view an Invoice in detail click on the blue text in the InvoicelD field This will bring up details of the Invoice 5 2 1 Searching OneBill Invoices You can quickly find a particular Invoice using the Date Range and OneBill Invoice ID 51 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 5 2 2 OneBill invoice Details Onebill Invoice Detail Account Details d AS OneBill Invoice ID PES p Date TIBET Due Date DIL CA Direct Debit Date Tel MERA Order Detail Your Order Ref Our Order Ref Charges Arising Su
29. Items List at the top you can click that line to highlight the relevant services in the sub sections below If relevant the area below the Order Items List can show up to four sub sections Connections Services Contracts Cancellations Each section lists items relevant to the Order The first value shown in each item listed will be the relevant ID telephone number serial number etc Click this to get more detail of the item in a pop up Click on the link under the More Info heading to jump to the relevant Service record in the Services Detail interface See below for more details 25 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 Services The Services area of the NetCONNECT portal enables you to view services and their details Services include any connections hardware software or hosting you have purchased from Cerberus that we track for configuration or support purposes Note Some MyCloud Services including Cerberus Secure Backup DataSafe Backup Hosted Exchange Sharepoint OCS and Lync services are not shown in the Services area They are managed via their own control panels as follows Service Control Panel Cerberus Secure Backup https csb01 cerberusnetworks co uk 6061 MyCloud Online Backup DataSafe Backup https backup01 datasafe uk com 6061 MyCloud Hosted Exchange https cp cerberusnetworks co uk Sharepoint O
30. MADA LLL IDA MU I po ere Live e eZ A PEDA WE DS a AEA AE MI AA A sz Live ee PA SRE e Ke EST LP ae A A Live There are 3 buttons in the top right of the Orders List Button Description In Progress This shows all In Progress orders Completed This show all Completed orders that are live now All This shows a list of your complete order history including live pending and cancelled services 2 2 1 Searching Orders You can quickly find a particular order using the search facility in the top section called Order Search Just type in the search terms in the boxes provided and click Search You can search for orders on the following criteria Order ID Your Order Reference Serial Number CLI IP Date Range for Order Date You will be shown a list of the matching orders 23 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 2 2 Show Hide Details The button on the View Orders header Show Hide Details which can be toggled to show or hide the related service details for the Orders When you click on Show Details all the service details Services Connections Contracts and Cancellation related to the orders shown will be visible You can click on the link for each service to see more details in a pop up When you click on Hide Details button the details of the orders will be hidden to just show the summary information for each Order
31. NNECT Networks Orders Services Support Billing O rder Co nfi rmed New Order View Orders Order Confirmed Your Order has now been Confirmed Many thanks for choosing Cerberus Networks Your DSL Request ID is DS 009464 You will shortly receive an email with confirmation of your Order Tracking ID Tf you have any queries regarding your order please contact us on 0845 257 1333 or email us at provisioning cerberusnetworks co uk This shows your order reference DS You can use this to track your order with us until youreceive your final order reference You will receive your final order reference which will be in the form CO where js a unique 5 digit reference in an email within 5 10 minutes of placing your order 12 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 1 2 ADSL Multiple Lines Bonded ADSL ADSL2 services A bonded ADSL service comprises of ADSL ADSL2 services on multiple physical telephone lines combined to deliver a single high bandwidth logical broadband service The ordering process allows for independent ordering of ADSL on all the required lines This means that each line in the bonded set can be provided in any one of the modes supported for a single line service including fresh install on clear telephone line migration in from another broadband provider simultaneous provide using a new PSTN
32. according to the CLI phone number search criteria you enter You click the square Go button to execute the search You can easily use the graph period tools in the second grey panel down to show reports for longer or shorter period and for any date and time range for which data exists Clicking on a graph will show graphs for that interface covering the following periods Hourly 1 Minute Average Daily 5 Minute Average Weekly 30 Minute Average Monthly 2 Hour Average Yearly 1 Day Average 40 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 4 CerberusMail MailSafe Hosted Mail Services For customers using CerberusMail hosted mail services termed MailSafe for Reseller partners and enabled with automated billing and provisioning you will see an additional link under the Services tab to manage these services Click the link to see your list of accounts IRA NetCONNECT Networks Home Orders Services CerberusMail View Services CerberusMai The administration page for these services does not currently support HTTPS If you receive a warning message when you try to access this content please accept the warning and continue CerberusMail Account Name Primary Domain Admin User Action IG a ATL IG A LATE LISE e Select e In the Actions drop down you will see the following options Mail Administration Edit Account Settings Add R
33. air EFM services respectively If no valid data is available the Indicative Speed estimate will return N A It is recommended you do not order the service if the Indicative Speed returns N A If you do place an order where the Indicative Speed N A is returned you do so at your own risk and accept responsibility for charges incurred Once you have checked availability and received a positive result enter you order reference and click Next 2 1 3 2 Service Details In this screen you can choose the type of service required specify the contract term and choose other service options Service Details Order Type New Order e Select v Select v Select se Select v You will only be able to select values for Installation through to Additional Services after selecting a value for Service You must choose a value for every field Once you have completed the form click Next to proceed or Back to return to the previous screen 18 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 1 3 3 RIPE IP Allocation Details If on the Service Details screen your choice of IP Option was more than 4 IPs then you will be redirected to RIPE IP Allocation Details screen Here you must complete details of how you are planning on using the IP space Please provide as much detail as possible We may contact you for further information Your data may be shared w
34. available the Search Results list supports paging There are 50 records per page available If you want to see more records then navigate through the pages by clicking on the buttons provided The button with blue background indicates the current page you are viewing 27 Of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 2 Service Detail The Service Details page displays all of the technical details for a service which includes inventory Detail Site Detail DSL Detail NetSTATS Settings Service History Search Inventory 1D Serial Number CLI IP Type Select Tr os moda a E Inventory Detail Site Detail Tasks Inventory ID 7 SA Contact Name m m Settings Order ID TS ELE Company RR eG PE Bandwidth Usage Telephone Number ADAL Address A Stats Name as Edit City u NetSTATS Configuration Service Tag BIST County oer Notes Manufacturer FE eo PostCode HE e Exchange Events Model FE RIE A Contact Telephone Bee se rDNS Management Product Type ue Inventory Report Product Description IE REAR BD LS ir Gh Radius Logins Radius Full Log DSL Detail NetSTATS Settings Requests CLI Number SG Reporting El Day Week E Month Support History Order Type u Alerting Yes No Raise New Case Order Reference as Edit Save Cancellation Cerberus Reference BE IP Address D D MAC Planned Live Date HATE SNMP Community sr Suspend Unsuspend Actual Live Date
35. ave set the Service Cease Date you should click the Confirm button This will set the Status of the request to Confirmed If you wish to remove the cancellation request click Cancel Request After the request has been confirmed Cerberus will process the request and send you an email to advise you of the details This will normally happen within 5 minutes of the confirmation Once the request is Committed any changes to the request must be made directly with our Operations Team on 0845 257 1333 or ops cerberusnetworks co uk Please note that once a cease has been placed we cannot guarantee that we can prevent it from happening although we will do our best 3 2 14 MAC If you wish to move your service to another provide you will need to request a Migration Authorisation Code To request a MAC click Request MAC and you will get the pop up below 37 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk Pisis db Sen Se k bere d you m L pare HAS fen vg dere MACS E Portal cided a ee for Ei dayi Deaeztew 8 MAC deed len Pal pour t rvios will be cancelled and you pall corroe to be led for Se rca url pou place A cancelation repai for das ine Tor rotor D r vall commence from she date you requ i a c nc labor rol Gorn the date you request a MAL or male 5 perce rey Pese refer to de ber aed conditens fer your perio or conil the Opera on Team for Sorter r eeapee
36. bee Bees Shen WIVEL o H arnesi rear real BAILE h Dii Pi E Jeroen Caan Dia Parga e AS PLD biah me Copie deg ee ee PPP St TTT T A A R rrrrrr ee ee ie ee eB un rr Bun A A a Ae NAAA OOOO ORAR REE EERE SE I LESS LA A ato aa cA Pre ree ret 6646555555558 LE eR 18 farce Came Cote Rael fe SEL LE TD BE Circle Bean Core o 31 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 2 6 Exchange Events For Cerberus ADSL2 and LLU ADSL2 connections this pop up shows details of maintenance or outages at the exchange where the connection is served from both current and historical E A mag Mart Date Il Chote Dim wt Me wy lee UNI 00 A woo memm om ee n be ryt dary Te metered me den Ae t A A RI Pe gan Te Rer ee te ee rere EI aed ad me es le e m Be ee A eremm Pares Leng dara HEX AE LND ae Tamm rage eran ae rg lee eg a ir ad pg e te Oe n ets e Poem we nr Fa mie im O mage ALI WEI Pt H A VILO LL O tree Teen DAA O A he A e A fr Sg Ory ren regen Pared Dia Aer LOLA woo IDI esa Pera e er dl mg sg nl as owt side te A regen ceed od od fr ms bee Se te gier rd reg Parras saga tara A eee AAV a eee og r m Tara carts eres fe tee DK A rd ZX ri en ee fee ef oe et A gd Heme e gd pees avert amen ees em de ge ra Ki d fr pt beet g eee fe emer of geg geg mr fe a ei Ee sp op en om ere o INES E AND a Tee medien eme zem Ter
37. btotal VAT Total TA DA A Se TOD Mey ere EA E a AAA ww EZ A IE LILA LIAL AP MIS SAI Pa JUEZ EE AG OY DIEZ ES GLOBE 5 gt TRE TAE LEED PLA FE LE LO S VOE EE gE DENT DOE AE 5 EEE E e Zog Ce ME TAM A EAS AA eg A FE TAPIZ SCALE AS E MILL TEMOR I A PEE MAYOL DEE ES LA RARE NES S Ze 2 TEE E B it See Pe ees Ate em SLES er beer ww _ A LODE I OLS LAAAD PAD ET WERTET LET GAGE Ms WEST GE PS ELE u ZOE DEE AR rn WED MAL Fam A TI aT Oi ww E A IE ELLE OLE IES E MIG Seefe JE E OY weg EB DENE OG MS JE ERE Zu gt TE TAE m AAA ww ie ame eh aa A E zeg Dr IE RAE AAG LE MIL BEA Mi OS EEG YD ZE PEGE u BEE BEE LAA Bae Sm AS TA Mi em E47 2 AAA Te EZ A LEE LEO IDE LEILA LIE TIA SE yh DAES BIE PEEK S TRE TAE une WIED ur Am EM SAIK AAA ww mg eg Payment by BACS is preferred to UI DB WET eee Cerberus Networks Ltd Account 10087311 Sort Code 60 17 31 In this view you can see the OneBill details including Account Details OneBill Invoice ID Date Due Date Direct Debit Date Order Detail Compound Detail with Order Reference You can download a copy of the invoice in our standard format by clicking the Save PDF button at the top of the page You can also download a copy of the invoice in our standard CSV formats Detailed or Statement using the Save CSV button at the top of the page 52 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk
38. but it is mandatory Quota Accounts can be created with up to 10GB of quota contact us if you need more When choosing your quota please remember that POP3 based accounts will not need as much as IMAP accounts POP3 users move the mail away from the server to their local machine so the quota is only the queue of new mail 21 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk Max Mailboxes Max Domains Default Virus settings IMAP SMTP Forwarding SMTP Forwarding To IMAP users store their Inboxes and folders on the server so more storage is typically required SMTP accounts should only require storage to store mail when the destination server is offline How many mailboxes can this account contain Please be aware that this figure determines billing for your number of mailboxes You will be charged for this maximum whether or not you have provisioned this number of mailboxes How many domains can be associated with the account Select the Anti Virus setting that you would like selected by default whenever a new account is created Enabled or Disabled IMAP access settings are account wide only and affect billing Note there is no additional charge for IMAP on SMTP accounts When enabled on an account you can choose for certain or all mailboxes to have their mail forwarded to an SMTP server such as Exchange If SMTP forwarding is enabl
39. can be associated with the account SMTP Forwarding When enabled on an account you can choose for certain or all mailboxes to have their mail forwarded to an SMTP server such as Exchange SMTP Forwarding To If SMTP forwarding is enabled you must specify here the IP address or hostname to forward mail to It is highly recommended to use a host name in preference to and IP address in case of future changes 42 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 4 3 Add Remove Domains Select this Action to edit the domains associated with the account Domain List Add Domain To add a domain type the full domain name e g mydomain co uk in to the box in the Add Domain section and click the green button To delete an existing domain just click the red X button alongside it in the Domain List section Note you will not be able to remove a domain if there are any mailboxes or aliases associated with it To exit the window just click the X button in the top right Once you have added a new domain you can add mailboxes and aliases via Mail Administration 43 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 4 Support In the Support section you can create new support Case as well as view and update your existing open Cases 4 1 Log a new case You can create a
40. contact telephone number 16 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 1 2 5 Order Confirmation Once you click on Submit on the User Detail page then you will be redirected to Order Confirmation page where you can check all the details of your order Please check and confirm your order Your Order Ref a User Details Your order is nearly complete First Name LA Your order is not yet complete To complete the order process please click Confirm at the bottom of this page Last Name AAA Company Name HTA The availability check for your order is complete and you are nearly done Please check all the details for your order If you are satisfied with the details dick Confirm Address Eu Order otherwise dick Cancel Order and you will be returned to the last screen Don t City ee worry all the details to entered previously will still be there Once you have confirmed your order it will go straight into our provisioning system You will receive County LPP a receipt of your order by email and we will be in touch within 48 hours with an PostCode HE A activation date for your new service If you have any problems or need further assistance please call our Operations team on 0845 257 1333 or email us Telephone ae Click Here for Terms and Conditions for these Services Email CD LLG LIP WED e Contact Telephone E Installation Location Tr
41. dlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 4 3 1 Add Comment You can add a comment to the case by clicking on the Add Comment button on the right of the Comments and Actions section header Add Comment Enter the comment you would like our support engineers to receive in the box provided and then click Submit You can also upload a file with your comment using the Upload File option Please upload your file before clicking Submit If you would like to cancel adding the comment click Cancel and you will be returned to the Case Detail view Your comment will be added to the Comments and Actions for the Case and the engineer assigned to the case will be notified immediately 4 4 View Contracts You can review the service contracts you currently have and previously had with Cerberus in this section Clicking on the View Contracts link will show the list of all contracts as below Cerberus NetCONNECT Networks You are logged in as pr View Contracts Contract search Contract ID Search Results gt All ContractID gt OrderID 4 gt G e EHE TA T e e Sam WE gt tam Smee in ICE Le tae BIS EFS BA T IG LITA 7 IL Bes Ce eg LITE e Sam TIRE gt ES GITA TDS Fe BES gt I GES zu IH ZGB DEE Log a new Case Contract Name Contract Name gt PP LEAR FE FI OLR LEE RO AAA PPLE PD FE LRP LE A GLA PLGA Do IE BRE FOE LEGO PLLA PD I LB LE GLEE SPADE LD FE LB LE LEE
42. e than 50 of packets had to be retransmitted in that 1 second These errors are generally caused by noise on the line Severe Error Seconds The number of times error blocks have occurred where 100 of packets had to be retransmitted in that 1 second These errors are generally caused by noise on the line Last Statistics Check The last time the line stats were updated The Historical section maintains a history of each time line statistics have been captured in the past Note These line statistics are a useful first step in assessing the performance of a line and any instability that the line may be experiencing 30 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 2 4 NetSTATS Configuration If NetSTATS has not been configured on the connection you will asked if you wish to configure NetSTATS now If you click Yes then you will see the screen below Welcome to Cerberus NetSTATS To register your connection for NetSTATS services please fill in the form below bay week month V Enabled For eligible services you can add your line to the Cerberus NetSTATS monitoring system NetSTATS provides traffic monitoring and reporting both scheduled and on demand and availability alerts for the device being monitored To support NetSTATS the device must be configured with a static IP address and SNMP community name You will find instructions on how
43. ed you must specify here the IP address or hostname to forward mail to It is highly recommended to use a host name in preference to and IP address in case of future changes Once all required fields are completed click Submit and you will see the Order Confirmation screen This contains all details of the order for you to check before proceeding Please check and confirm your order Email Address Account Reference SMTP Forwarding to Account Details IAE AE RS OS A LF RRS eme BES BE Monthly Unit price Monthly Total Your order is nearly complete Your order is not yet complete To complete the order process please click Confirm at the bottom of this page os os A un Please check all the details for your order If you are satisfied with the details dick Confirm Order otherwise dick Cancel Order and you will be returned to the last ER screen Don t worry all the details to entered previously will still be there Once you EB have confirmed your order it will go straight into our provisioning system If you have any problems or need further assistance please call our Operations team on 0845 257 1333 or email us Offers and promotions will be applied when service is activated and invoiced Total EL All prices are exclusive of VAT Click Confirm Order to proceed or Cancel Order to be returned to the Account Information dialog Upon confirmation the account will be created immediately and will be vis
44. emove Domains 3 4 1 Mail Administration Select this Action to access the full control panel in the portal that appears below The list of accounts will be minimised by can be expanded again using the Expand link CerberusMail Expand Note if you are using Microsoft Internet Explorer you will need to add the URL http webmail cerberusmail co uk CerberusMail or http web mailsafe uk net MailSafe to your Trusted Sites To add do so following the following steps To add a website to a security zone Click the Tools button and then click Internet Options Click the Security tab and then click the security zone Trusted sites Click Sites Enter the website address above in the zone field Click Add The site is not a secure site HTTPS so clear the Require server verification https for all sites in this zone check box 6 Click Close and then click OK man The control panel will appear Please see the admin and user guides here Admin Guide http www cerberusnetworks co uk images Documents Getting_Started_Guides Cerberus_Mail_Admin_Guide pdf User Guide http www cerberusnetworks co uk images Documents Getting_Started_Guides Cerberus_Mail_User_Guide pdf for more details on how to use this interface 41 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk The administration page for these services does not currently suppor
45. ess and Delivery Address by clicking on the respective links 6 2 Reset Password NetCONNECT provides a simple interface for changing your account password You should always keep your password secure and not share it with 3rd parties On request we will provide accounts for each member of your staff that requires access to NetCONNECT for security and accountability purposes Change Password When you have completed these fields click Submit You will receive on screen confirmation of a successful change of password or an error message if there was a problem 56 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 6 3 List Accounts If you are account admin for your company then you will see the List Accounts option My Account Account Details Name Mr gt 7 so Username Di uU Company Name Pe DE WE Primary Tel BSR Mobile Tel IS LG Email EGP ee Job Title Notes Roles El Accounts E Support New Orders Edit Line Profiles Admin Address Primary Address Delivery Address ED ts List Accounts Request New User Name gt Username gt Company Name Admin Support Accounts New Order Action ELD a IATA ORTA A Se O No No No No A Mr ACTAS AR TI A S No No No No ATA POA TGS u ze Pe No No No No sen Be we No No No Yes Select Le A rr UA ze Se SI No No No No CEA PARE APC ADREI SO ea No No No No a ae DEAD u FI A No No No No EPS
46. est on any overdue accounts Any damage shortfall or price discrepancy should be notified in writing within three days of delivery Our Standard Terms and Conditions of Sales are shown on the back of this form Cerberus Networks Limited 9 Walmgate Road Greenford UBS 7LH Tel 0845 257 1333 Fax 0845 257 1334 e mail info cerberusnetworks co uk Registered in England and Wales No 05734067 VAT 879 2864 56 You can download a copy of the invoice in our standard format by clicking the Save PDF button at the top of the page To view Cerberus Networks Terms and Condition of Trading click on the blue button labelled Cerberus Networks Limited Terms and Condition of Trading at end of the page 50 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 5 2 OneBill Invoices Clicking on OneBill Invoices submenu in the Billing tab will show you a List of all your OneBill invoices below Note If your account is NOT registered for OneBill invoices please see the Invoice section above You are logged in as mia Cerberus NetCONNECT Services Support Billi ng OneBil Invoices Vouchers Payments OneBill Invoice Search Date Range gt Oneill Invoice ID EN Search Results Submit remittance advice for checked items Total Records Found 45 OneBill ID Invoice Date Description Due Date Days Due Expected DD Date Amount Balance Paid El iz SEL SE SA ELE Z CTE HATE N a S SIZ
47. fen ld a perei da a ge mg rm geg ER Dana et nl en Te enen 2 RNA ORE Pere fe Pe A ot e amp tem to morae u wes un Ire Dm tee ID moyai em Lem nm fern nee er aha a fem ae rere Ont Fan at themed onl oe try amp pair Te ee oe mm mp mm y er ee te Farm geg gi Pared raza cara Mae he toe La ae re pr reng RNA A em rer ka ei Cer eg RE ee CT E ee SE og rf e fr ered ei fe gg let en Fa Termen net eel dt e 3 2 7 rDNS Management When working with connections that have one or more static IP addresses it is possible to set specific reverse DNS entries instead of the generic IP Address dsl cnl uk net reverse DNS entries that static IPs are automatically assigned A reverse DNS entry is the reverse version of a normal DNS lookup If you perform a DNS lookup on a host name you will receive the host s IP address If you perform a reverse DNS lookup on an IP address you will receive the host s DNS name Reverse DNS entries are commonly used by mail servers to check that another mail server is who it claims to be For example if a mail server Server 1 claims that it is mail example co then the receiving mail server Server 2 would look at the IP address that Server 1 was connecting to it from and perform a reverse DNS lookup on that IP address to see if it matched Server 1 s claim Field Name Description IP Address The IP addresses assigned to the selected line RDNS Lookup The current reverse DNS entries for IPs
48. heck ADSL Line 3 Secondary Order Type Telephone Number CLI Check Availability Skip Availability Check ADSL Line 4 Secondary Order Type Check Availability Skip Availability Check 13 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk If any of the lines include a simultaneous provide with a new PSTN service you will see the following additional sub section to complete at the bottom of the form Ordering PSTN Services with Cerberus Installation Time Slot Select Time Related Charges Select vo Site Contact Name Contact Tel Number Installation Location within building These fields have the same meanings that they did in section 2 1 1 1 Once you have completed all the required details in DSL Details form click Next to proceed 2 1 2 2 Service Details Service Details Installation Select Select Select The following is a description for each field Field Name Description Installation Select the Installation Service for the order This may include optional hardware IP Options Select the IP address options for the connection You must select an option though this may be the IP address option included in the Service you selected above No extra cost will be added to your order if this is the case Enhanced Maintenance Select any additional maintenance services on the hardware for y
49. iacre al Date 24 11 0011 291 UELL ALL 208 011 1113354 DE Leb E 1108 2010 PER ID 29 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk Field Name Description Line Length The overall length of the copper line in metres Line Status Either up or down and in the case of lines that are up a downstream bandwidth in Kbps If a line is down this means that there is no sync between the router at the customer premises and the DSLAM equipment at the BT exchange Download Speed The synced download speed of the line in Kbps Upload Speed The synced upload speed of the line in Kbps Received Bytes The amount of traffic the line has downloaded Received Bytes Discarded The amount of discarded outgoing traffic on the line Sent Bytes The amount of traffic the line has uploaded Sent Bytes Discarded The amount of discarded outgoing traffic on the line 1 Day Retrains The number of times the line has spontaneously re synced since midnight This can often occur due to signal instability and is a good indicator of excessive noise on the line Loss of Signal Similar to Retrains but is a count of the number of times that the DSLAM in the exchange has lost any signal from the router equipment at the customer s premises Failed Inits The number of times the router has failed to initialise Error Seconds The number of times error blocks have occurred where mor
50. ible and editable in the Services area Note orders for hosted mail services do NOT appear in the Orders section as they are billed dynamically on a monthly based on Usage 22 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 2 View Orders Clicking on the View Orders Submenu in the Orders tab will show you a List of all your Orders as below The default set of Orders shown are those that are in progress You are logged in as O Eberus NetCONNECT Orders View Orders New Order View Orders Order search Order ID Your Order Ref Serial Number CLI IP Hide Details Total Records Found 7 Order ID gt Description Order Date Your Order Ref gt Expected Date Status TA ate e VILE gt ee Poe E In Progress ES EEES GE AAA E A A a MEI Awaiting Tail Order a O zem A WE DD GERT e SEE MZA Awaiting Tail Order _ iz POOLED DL SHE In Progress Wl ARA STA MEIE EE Committed y eee a tte SEE 3 LETHE 2 Committed da PEA WEBER AE em r d ZESZ DA In Progress G erem AAA AA e ASE MM AAD gt Pending Order e EA AAA I es A eae ID Pending Order Z O MN E ee PRES Bs DA In Progress St SOMME Sy ci TOA ay AAA ee T VETAS Live e PODEA WE IE mpm pe OGT VODA AER Mr EA GE Pending Order e PEDA A A hs gg AG ve HI IE Live e POLE AME LIES GE gh gl emer gt gt On Order e A ee AD GO AE SEA mpd JS E AAA PITA AAA E PECIA Live k EZ PIDE WE AA AL DOS A
51. ith RIPE the body that is responsible for IP addressing in Europe RIPE IP Allocation Details Devices Connected Select y IP Address Usage Please enter 1 device per field The following is a description for each field Field Name Description Devices Connected Select the number of devices that you will assign an IP address to This information is only required if you are ordering a service with 8 or 16 IP addresses IP Address Usage In this section please give a brief description of what the IP addresses will be used for For instance Firewall FTP Server SSL Based Web Server This information is only required if you are ordering a service with 8 or 16 IP addresses If you chose 4 or fewer IP addresses you will not see this screen and will be taken straight to the User Detail 2 1 3 4 User Details This screen is where you will enter the end users details Please note that these details may be shared with RIPE for the purposes of providing you with an IP address allocation User Details First Name Last Name Company Name Address 19 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk The following is a description for each field User First Name Last Name Enter the end user s name Company Name Enter the end user s company name leave blank if the service is for a residential user Address Enter the end user s postal
52. n to check that the details are correct and that NetSTATS can communicate with the device Note Your device must be configured to accept SNMP requests from the address netstats cerberusnetworks co uk If the device has been pre configured by Cerberus or we otherwise have sufficient information on file to supply the IP address and SNMP Community these details will automatically be entered Once all the required details have been completed and you have successfully tested the SNMP connection click Submit to start provisioning for the connection If provisioning is successful you will see the following message The service has been successfully registered on NetSTATS You will also receive an email with the provisioning details for the connection If this is the first device you have configured you will also receive an email with the user login details for the NetSTATS system If you are advised in this email that your NetSTATS password is NOT the same as you NetCONNECT password i e it has been set to a default value you are advised to use the Change Password function in the My Account page detailed below to set your NetSTATS password to the same as your NetCONNECT password for convenience If the provisioning process fails for any reason you will be advised in the pop up screen 39 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 3 2 NetSTATS Reports O
53. nce you have provisioned NetSTATS for a connection you can view reports for the connection by clicking on the NetSTATS navigation link in Services tab which will show you the reports within the NetCONNECT interface The NetSTATS Reporting page is laid out as below Ghee Net CONNECT NetSTATS Report View Zeng Service Deal Meet tage e Templates Ary gt Search ge clear Presets Ths Month From 201203010000 mg ter 201203312359 my 4 t0wy ele mn oe u 13 m DEIA ee A e esta Maq a TK i i ce gt Eo gt j 3 b e A 2 PR E eS PS Bm D The D OF Tee 12 MN Tas an Tee 13 MH Shows Rows EE By default when you navigate to this page you will be shown reports termed Graphs within this interface for the connection you were working with Each graph shows you traffic data for a particular network interface on your device one graph per interface Inbound traffic on the interface is shown as a green area while outbound traffic on an interface is shows as a blue solid line Note the units on the side of each graph as these vary for each graph You can view graphs for any of your connections by simply using the Host drop down list at the top left of the screen To quickly return to the connection you were working with in NetCONNECT click the Service Detail link at the top of the page If you select Any in the Host drop down list you can then use the Search box to find one or more connections
54. ncluding information on which service they were generated against when they were issued and when if applicable they were redeemed against hosting cloud services You can search vouchers based on Original Service m Status Expired Available or Redeemed m Date Range Redeemed 55 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 6 My Account You will find this link at the top right hand corner of the screen This section allows you to change update your account information and change your password If you are an account admin for your company then you can view update contacts information for your users remove users and request creation of new users 6 1 Account Details This section allows you to change update your account information as follows Title First Name Last Name Primary Tel Mobile Tel Job Title Roles You are logged in as SC O Etberus NetCONNECT My Account Account Details Name Is 5 Pat ASA Username ODP LEG LEP EPO e Company Name ERE Po LE Primary Tel LEE DER Mobile Tel MS GARDE Email DP LEGS EP LEA 2 e Job Title AE Pe Notes Roles E Accounts V support V New Orders 7 Edit Line Profiles Admin Address Primary Address Delivery Address If you want to change above information then update the information and press Submit You can also check the account s Primary Addr
55. nd pricing click Confirm to complete your order Once you have confirmed the order you will see the Order Confirmed screen below This shows your order reference DS You can use this to track your order with us until you receive your final order reference You will receive your final order reference which will be in the form CO where is a unique 5 digit reference in an email within 5 10 minutes of placing your order 17 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 1 3 EFM Orders EFM services are symmetric business broadband services delivered on dedicated multi pair copper circuits Availability is based on post code Speed is dependent upon distance from the local telephone exchange The order process will provide guidance on the indicative speeds available at the post code you provide 2 1 3 1 EFM Order Details After choosing EFM in the technology drop down you will see the following Order Details screen EFM Order Details Postcode Check Availability Feedback Input Data e 4 Lead Time 45 working days delivery 2 pair Indicative Speed N A 4 pair Indicative Speed 7 Mbps Enter the postcode for the site where the EFM service will be installed and click Check Availability The results in the Feedback pane will return the expected lead time for the installation as well as an indicative speed estimate for 2 pair and 4 p
56. new case using from inventory or by entering own details We recommend using inventory where possible this will enable us to assist you more quickly IO NetCONNECT Log a New Case Log Ange Cae ve Get Provide Inventory ID Service Device Make and Model and Subject and Description Click Submit to raise a new support Case 4 1 1 Find Inventory ID The Find link is provided next to the Inventory list Click on the link and pop up box will open allowing you to search for an inventory item Please enter the Service or Device information and click search You can search by Manufacturer Model Name and Serial Number OR exact Inventory ID From the relevant records click on the Select link to assign the Service to the Case 44 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 4 2 View Cases Clicking on View Cases Submenu in the Support tab will show you a List of all your cases Initially Active Cases as below ew r r You are logged in as ii AA AAA AA CORRS NetCONNECT View Cases Log a new Case View Cases Case search Case ID Case Name My Cases Search Results Total Records Found 13 Case ID gt Case Name gt Created Date gt Last Updated Status d Zs i it a GO A eat ee AS 02 04 2012 02 04 2012 Open LGB FEE A SE DII EEE AR GE wee 02 04 2012 02 04 2012 Open e OIEA BEE GEBE OME BE DDE O NEG EI mg TAE AE mg 02 04 201
57. oices You can quickly find a particular Invoice or set of Invoices by searching based on the Date Range Invoice ID and Client Order Reference 49 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 5 1 2 Invoice Details In this view you can check the invoice details including Invoiced party Invoice Date Invoice Number Credit Terms Direct Debit Date Your Account Code Order By Cerberus Order ID Your Order Ref Order Detail Invoice Detail Save POF Invoice to Invoice Date BBE Your Acc Code Tm E Invoice Number gt BG Order By AA MEJO A BLT fl E er Credit Terms De Cerberus Order ID Sts ca e AI Direct Debit Date Your Order Ref ae se y i ol Tel Bee e Order Detail Description Qty Unit Total EL LEE LAE OOD ST TS iO AE Wi The ITE GE BB EJ DAL BGG a ag e E ege A DE VOEE GOE GEI eme gege ZE E a EB GB Cerberus Networks accepts payment by Direct Debit BACS Cheque or Debit Credit Card Please visit http www cerberusnetworks co uk ddsetup to setup a Direct Debit BACS payment should SubTotal GB be to Cerberus Networks Ltd Accounts 10087311 Sort Code 60 17 31 SS Tota Ge All goods remain the property of Cerberus Networks Ltd until payment is made in full All parts and repairs are covered by limited 90 day warranty from date of invoice Cerberus Networks Ltd reserves the right to charge inter
58. onal Device File Server 8x5x8Hr te TOA u e wu Cerberus NetSUPPORT Additional Device File Server 8x5x8Hr Voucher Purchase Summary Vouchers Purchased Vouchers Remaining Vouchers Not Approved Date Client Order ID Voucher Purchased Voucher Approved Voucher Remaining EME TAL D IAE BMK Voucher Usage Subject Type Date Duration Vouchers Used Approved LO EL LALA A OLED A Site Visit SKE 01 00 00 E A Du su ep Site Visit CAS U 01 00 00 2 E PO DB eng Pe Site Visit CR FAR 02 30 00 3 5 eo se e DB Site Visit MA LIA 01 00 00 2 OES BG O A E Call ALE 00 15 00 0 25 Ee BG ae SAGE Call A EE 00 15 00 0 25 DAD eer S Call o LI 00 15 00 0 25 EERIE EET BP Site Visit Smee 00 00 00 D MRE I IRGI e fr A DE Call DIEZ 00 15 00 0 25 OE AS SE ea e BEE Call SUSE 00 15 00 0 25 ES This view shows you all the key information relating to your contract This includes which systems are covered by the contract and the respective SLA when Support Vouchers were purchased against the contract if any When Support Vouchers were used against the contract if any 48 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 5 Billing 5 1 Invoices Note If your account is registered for OneBill invoices please see the OneBill Invoices section below Clicking on Invoices submenu in the Billing tab will show you a list of all your Invoices as below You are logged in
59. one Number CLI Check Availability Your Order Reference Sl p tine Chede I Yes Simultaneous Provide Y Yes New BT line provided by Cerberus Existing BT Order Ordering with Cerberus Installation Time Slot Select x Site Contact Name Contact Tel Number Installation Location within building Postcode 70f 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk If this order is a simultaneous provide and Cerberus are providing the phone line please choose a time slot for the line installation and provide the name of the person who will be on site for the installation With this option you need to provide below fields Installation Time Slot Site Contact Name Contact Tel Number Installation Location within building Postcode 2 1 1 2 Simultaneous Provide with Existing BT Order If this order is a simultaneous provide and Cerberus are not providing the phone line please enter the LORN reference that was given to you by BT and the date on which your line will go live Please note that a simultaneous provide order is only possible if there are at least 5 clear working days between the date of order and the date the phone line is due to go live With this option you need to provide below fields LORN sometimes referred to as a USWORN PSTN Installation Date If choosing the simultaneous provide options please
60. ou will assign an IP address to This information is only required if you are ordering a service with 8 or 16 IP addresses IP Address Usage In this section please give a brief description of what the IP addresses will be used for For instance Firewall FTP Server SSL Based Web Server This information is only required if you are ordering a service with 8 or 16 IP addresses If you chose 4 or fewer IP addresses you will not see this screen and will be taken straight to the User Detail 9 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 1 1 5 User Details This screen is where you will enter the end users details Please note that these details may be shared with RIPE for the purposes of providing you with an IP address allocation User Details First Name Last Name The following is a description for each field Field Name Description User First Name Last Name Enter the end user s name Company Name Enter the end user s company name leave blank if the service is for a residential user Address Enter the end user s postal address City Enter the end user s postal city or town County Optional Enter the end user s postal county Postcode Enter the end user s postcode Telephone Enter the end user s contact telephone number If you already have a service with the CLI specified previously then the above page will be
61. oubleshoot You will see Skip and Continue options Troubleshooting is not a mandatory step though it is highly recommended but you can skip and log a new case by just pressing Skip By Clicking on Continue A new pop up will appear with General issues in the drop down menu Select your problem from the list and follow the steps If you missed some steps while troubleshooting yourselves by selecting No as an option then there are proposed solutions are provided Once you gone through all the steps then you are able to Submit your case from the pop up itself Also there are links provided to get more information about the questions asked Troubleshoot General Issues ADSL Faults No Internet Have you checked your connection for a present Dial tone Yes How do I check What is the current status of the Broadband ADSL LED light that is being displayed on the router Off v Where can I find the LED lights Have you removed all the Extensions cables and devices and then tested the Connection Have you replaced the current Micro filters on the line and then test the connection Yes y Whatis aDSL filter Have you performed the BT quite noise test Yes Howdol check Have you tried testing the line by directly connecting with no trailing Extensions into the test Socket What is Test Socket Have you tried using a different Router with the latest firmware and correct configuration Please paste the Line Stats that you have from the
62. our connection Additional Services Select any additional services on the line connection or hardware for your service If one or more of the lines in the DSL Details screen included a new PSTN service you will see 2 extra fields to complete 14 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk Service Details Installation Select IP Option Select Enhanced Management Select Additional Services Select PSTN Installation Select se 1 New Line PSTN Rental Select Field Name Description PSTN Installation Select the PSTN Installation Service for the new phone lines The order will automatically include the required number of new PSTN lines PSTN Rental Select the PSTN Rental Service for the new phone lines The order will automatically include the required number of new PSTN lines 2 1 2 3 RIPE IP Allocation Details If in Service Details your choice of IP Option was more than 4 IPs then you will be redirected to below screen Here you must complete details of how you are planning on using the IP space Please provide as much detail as possible We may contact you for further information Your data may be shared with RIPE the body that is responsible for IP addressing in Europe RIPE IP Allocation Details Devices Connected Select IP Address Usage Please enter 1 device per field The following i
63. pre populated with the existing details You can amend them as required If you do change any of the user address details then we will take this as a house move on the same phone number and you will see this message You have changed the address for a service while keeping the same phone number This means that you are moving the phone line Please supply a BT LORN and PSTN Date to process a simultaneous provide 10 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 1 1 6 Order Confirmation Once you click on Submit on the User Detail page then you will be redirected to Order Confirmation page where you can check all the details of your order Order Confirmation DSL Number IRA Your Order Ref s User Details First Name Congratulations Last Name The availability check for your order is complete and you are nearly done Please Company Name eg check all the details for your order If you are satisfied with the details click Confirm Order otherwise dick Cancel Order and you will be returned to the last screen Don t Ges wg worry all the details to entered previously will stil be there Once you have City an confirmed your order it will go straight into our provisioning system You will receive areceipt of your order by email and we will be in touch within 48 hours with an County activation date for your new service If you have any problems
64. ria as follows Inventory ID Serial number CLI telephone number or IP Type of service Manufacturer Model Name Order Reference Input one or more search criteria and hit the Search button 3 1 2 Search Results By clicking on View Services link all the services registered on your Cerberus account will be listed The fields in the list are as follows Field Name Description Inventory ID Cerberus internal unique reference for the Service Clicking on the link to navigate to the detail view for that Service Manufacturer Manufacturer or Provider for the Service Model Model or Specification for the Service Order Ref Your order reference for the Service This is inherited from the Order for the Service but may be changed per Service for reporting purposes Company The end user Company for the Service as specified by the address details Name The designated Name of the Service This is specified and editable by the client SrNo CLI The Serial Number or CLI telephone number for the Service Status The current active status of the Service If the Service is eligible for NetSTATS a graph icon will appear on the right of the Status field If NetSTATS is not yet provisioned this icon is faded out and shows a plus symbol Clicking on the NetSTATS link will take you direct to the NetSTATS section as specified later in provisioning mode if service is yet to be provisioned for NetSTATS When many records are
65. rposes of email management at your organisation you may wish to use a generic username for your whole organisation or you may prefer each user to be assigned an individual username Once you have your account credentials to start using NetCONNECT visit the following URL https www nc2 cerberusnetworks co uk You will be asked to log in at the following page O GEberus NetCONNECT Networks Login Login Username Password E This website requires session cookies and cannot function without them Please tick here to indicate that you have understood and agree to allow use of cookies Enter the account credentials you have been provided Your username will always be in the form of an email address As per the EU regulations on use of cookies in browsers we ask you to accept session cookies See http www theeucookielaw com for more information Note If you receive any error messages when attempting to log in to NetCONNECT please contact our support team on 0845 257 1335 or by email at support cerberusnetworks co uk 4 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 1 3 Navigating Between Areas Once you have logged in to the NetCONNECT portal you will see the following page You are logged in GS even e AA AA ie A NetCONNECT Orders Services Support Billing Home Welcome to Cerberus NetCONNECT 2 0 From here
66. s a description for each field Field Name Description Devices Connected Select the number of devices that you will assign an IP address to This information is only required if you are ordering a service with 8 or 16 IP addresses IP Address Usage In this section please give a brief description of what the IP addresses will be used for For instance Firewall FTP Server SSL Based Web Server This information is only required if you are ordering a service with 8 or 16 IP addresses If you chose 4 or fewer IP addresses you will not see this screen and will be taken straight to the User Detail 15 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 2 1 2 4 User Details User Details First Name Last Name Company Name Address Post Code Telephone This screen is where you will enter the end users details Please note that these details may be shared with RIPE for the purposes of providing you with an IP address allocation The following is a description for each field User First Name Last Name Enter the end user s name Company Name Enter the end user s company name leave blank if the service is for a residential user Address Enter the end user s postal address City Enter the end user s postal city or town County Optional Enter the end user s postal county Postcode Enter the end user s postcode Telephone Enter the end user s
67. service from Cerberus simultaneous provide using an existing order for a new PSTN service with another supplier requires LORN 2 1 2 1 DSL Details The ordering process for multiple line ADSL services first requires that you check availability according to telephone number or post code DSL Details Telephone Number PostCode Check Availability Skip Availability Check E Yes Your Order Reference Service Select v The availability checker will return results in the feedback pane on the right You may skip the availability check if required Please note that by skipping the line check you agree to pay any costs that might be incurred if the provisioning attempt is unsuccessful Enter your order reference and select the Service required This will dynamically update the form to allow you to enter all the required details for each line that will comprise the bonded service Note the details for each line are independent therefore the ordering process will handle a combination of new orders migrations and simultaneous provides as required DSL Details Telephone Number PostCode Check Availability Skip Availability Check Yes Your Order Reference Service Cerberus WS X4 ADSL2 Premium 12 month contract ADSL Line 1 Primary Order Type Telephone Number CLI Check Availability Skip Availability Check ADSL Line 2 Secondary Order Type Telephone Number CLI Check Availability Skip Availability C
68. t HTTPS If you receive a warning message when you try to access this content please accept the warning and continue CerberusMail Expand E Mail Administration a Cerberus Networks This is a SMTP forwarding account All messages forwarded to vz e E 700 3 4 2 Edit Account Settings Select this Action to edit the limits and SMTP settings for the account Please note changes here will affect billing Edit Settings Account Quota GB Maximum Mailboxes for this account Maximum Domains for this account Maximum Aliases for this account SMTP Forwarding SMTP Forwarding to The fields listed are as follows Field Name Description Account Quota GB Accounts can be created with up to 10GB of quota contact us if you need more When choosing your quota please remember that POP3 based accounts will not need as much as IMAP accounts POP3 users move the mail away from the server to their local machine so the quota is only the queue of new mail IMAP users store their Inboxes and folders on the server so more storage is typically required SMTP accounts should only require storage to store mail when the destination server is offline Max Mailboxes How many mailboxes can this account contain Please be aware that this figure determines billing for your number of mailboxes You will be charged for this maximum whether or not you have provisioned this number of mailboxes Max Domains How many domains
69. tem will NOT allow you to complete the order if there is a problem with the phone line you enter The following is a description for each field Field Name Description Telephone Number CLI This is the telephone number of the phone line that the DSL service will be installed on Please be sure the line is capable of supporting the service you wish to order You can check service availability by clicking on the Check Availability button alongside the DSL Number field The response will appear in the Order Feedback field on the right below Check availability link This field is compulsory Your Order Ref Please enter your internal order reference or client reference for billing purposes This field will then be recorded against the order and will also appear on Cerberus invoices for the service This field is optional Skip Line Check Toggle Off On This option will allow you to skip the line check For instance if you wanted to order broadband on a phone line that is longer than the recommended limits you would have to tick this box Please note that by skipping the line check you agree to pay any costs that might be incurred if the provisioning attempt is unsuccessful or the service does not work to normal standards This field is optional 2 1 1 1 Ordering New PSTN Line with Cerberus If the order requires a simultaneous provide with a new PSTN line check Simultaneous Provide This will show the additional fields below DSL Details Teleph
70. tering and POP Mail Hosting 21 2 1 4 1 Account Information odas sienes 21 2 2 VISIO a 23 2 2 1 Searching COHEN 23 2 2 2 ShOW Hlde e E 24 2 3 Order Detalla oa 25 Bu DOCS ee aeg 26 3 1 VIEW ER ee nn ee teens 26 3 1 1 E 27 3 1 2 Searc M RESUS oieee e aE EA ON 27 3 2 SV RE 28 3 2 1 EE eebe 28 3 2 2 Se gn EE 29 3 2 3 LEE 29 3 2 4 NetSTATS Cie e E 31 3 2 5 NEIE EEEE TEA EA EE E E EA E T 31 3 2 6 EE ER Sled FDN SP Mich ch LP e nn o En EE EEE 32 3 2 8 li O E N N E A A E ET 33 3 2 9 Ban LOGINS ee ee ee een 34 3210 A Eee 34 2411 llo A ro E O E o o Een 34 3 2 12 BASE HE WIE EE 35 32 121 Cases NOT related to ADSL E 35 32 122 Cases with ARE related to ADS be didas 35 321 KL DEE SE A AO E E 37 32 14 MAC AO OO oo O IN O A 37 i ON EPEN A A e o i Pl OO een 38 3 3 NEE re crete errs ee TE SERIE ET TEE HUNTER 39 3 3 1 Provisioning Te E 39 Nets TATS BONS coope PPP ON aeg 40 E e EE 40 2 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk G 3 4 Cerberus Mia Mallsare Hosted Mail SERVICES piss dust alioa aiis 41 3 4 1 VER a ET 41 3 4 2 Select ee lt 42 3 4 3 Add Remove DIM MA A e ade 43 SUDDO GE 44 4 1 LO a NeW CASO ra 44 4 1 1 Find Inventory asa AAA Rah ek 44 4 2 ME Ee 45 4 2 1 EA e 45 4 3 CaseDetall Seah e NO a A 46 4 3 1 A O ak EE 47 4 4 A E 47 EI re me ni ae ee ata seas atte oa aa es eee 49 5 1 EG 49 5 1 1
71. to configure these settings with common router equipment here http www cerberusnetworks co uk index php support guides a manuals Once you have provisioned a connection on the NetSTATS monitoring system the NetSTATS link will be available You can access the reports page within the NetCONNECT interface by clicking the NetSTATS link in the Services tab The Reporting options allow you to set the frequency with which you receive NetSTATS reports automatically Daily reports are sent at 6am every day reporting on the previous day from 00 00hrs to 23 59hrs Weekly reports are sent at 6am every Monday reporting on the previous week from Monday at 00 00hrs to Sunday at 23 59hrs Monthly reports are sent on the 1st of the month reporting on the previous month from 00 00hrs on the first day of the month until the last day of the month at 23 59hrs The Alerting option allows you to set your preference for receiving email alerts when the monitored device is not contactable When this feature is activated you will receive an email every time the monitored device is not contactable on the standard 5 minute interval monitoring scan You will also receive another email when the device availability returns to normal Note You must press Submit after changing these checkboxes or your changes will not be saved 3 2 5 Notes Notes shows the course of action the user has performed with the service including profile changes kar IIE LAS a Cexmbe
72. vice is already suspended then click on the Unsuspend button to restore service 38 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333 e info cerberusnetworks co uk 3 3 NetSTATS If the service is eligible for the NetSTATS then you will find submenu entry NetSTATS along with view services in the Services tab 3 3 1 Provisioning NetSTATS If you have not configured NetSTATS for a connection and the service is eligible for NetSTATS when you click the NetSTATS link at the top of the Service Details page you will be taken to the Provision NetSTATS page If the connection is not eligible for NetSTATS you will be advised that the service is Not Eligible Welcome to Cerberus NetSTATS To register your connection for NetSTATS services please fill in the form below IP Address SNMP Community Test SNMP Connection pay week Month V Enabled On this form you should enter the following information IP Address Enter the IP address of the device being monitored SNMP Community Enter the Read SNMP Community configured on your device Auto Reporting Preference Enter frequency and period of reports to be emailed to you automatically Email Alerts Check this box if you would like to receive email alerts when the monitored device cannot be contacted and when contact is restored Once you have completed the IP Address and SNMP Community fields you can click on Test SNMP Connectio
73. you can order services review orders in progress manage your support cases and review your active services In the near future you will be able to review your billing and accounts information as well as view reports on orders line speeds and service usage Please choose an option from the menu above to use the system Login to MyCloud Hosted Services Login to MyCloud Online Backup Login to Cerberus NetSTATS Provision and manage your hosted application services including Provision and manage your online backup services via the DataSafe Exchange 2010 web control panel including View real time and historical reports on bandwidth usage and availability for your Internet connections Lync 2010 Setting up new customers computers and backup jobs Sharepoint 2010 Restoring data Web Hosting Generating reports You will see there are 5 different tabs Home Orders Services Support and Billing through which you can navigate to the respective areas A white background in the tab shows the tab that is currently active Note if you do not access to Order Management you will not see the Orders tab After clicking on a tab you will see submenus offering further specific functions relating to that tab You will find options allowing you to log out of the site or administer your account in the top right hand corner Logout and My Account 5 of 58 Cerberus Networks Ltd 9 Walmgate Road Greenford Middlesex UB6 7LH t 0845 257 1333

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