www.ellips.com

Author : Ellips Service, Training & Support Version : Final Creation date : February 28, 2019 Last edited on : June 7, 2019

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Contents Quick start .............................................................................................................................................. 1

Ellips Self-Service portal ....................................................................................................................... 1

1. What is the Ellips Self Service portal? ............................................................................................. 3

1.1. How do I access the Ellips Self-Service portal ? .................................................................... 3

2. First time logon ................................................................................................................................. 4

3. Examples ......................................................................................................................................... 11

3.1. How to look for a knowledgebase article ............................................................................. 11

3.2. Enter an RMA request using a request template ................................................................. 14

3.3. Enter a freeform request to Ellips Support ........................................................................... 19

3.4. How to check progress on your requests ............................................................................. 24

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The Ellips Self-Service portal is a web application that enables the customers of Ellips to find information in the knowledgebase of Ellips Support. It also enables you to track the status of a request you have done at Ellips Support. This portal is the Ellips answer to having answers available to our dealers around the clock, with the ability to enter a request if the answer cannot be found.

This web portal can be reached in 2 ways:

1. Use a web browser on a PC or smart phone to go to url: https://ellips-support.4me.com 2. Using the 4me app on the smartphone. Use account ellips-support in the first start screen.

(Screenshots taken on Android smartphone, IOS version may be slightly different) The app has advantage of push messages to you on update of your request and gives you the possibility of making photo’s directly into the request ticket.

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I will use the screenshots from the web browser for the first time logon, but the complete procedure can also be done from the 4me app on the smartphone.

1. Navigate to https://ellips-support.4me.com 2. Click on ‘Need help signing in?’

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3. Enter your email address and click ‘Send Instructions’

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4. The following screen appears. Check your email

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5. In the email, click on the link to change the password

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7. Type in your new password twice and click ‘Continue’

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8. After successfully changing the password, you will be navigated to the logon screen. Sign on with your email address and new password

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9. The home screen of the Ellips Self-Service portal appears

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Some examples can be found here on what you can do in the Ellips Self-Service portal

1. In the home screen type in some words in the search bar and click the loop symbol at the end.

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2. A list with possibly matching knowledgebase articles appears

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3. Click on the knowledgebase article that you think is most appropriate. The knowledgebase

article appears

4. Read the article. If it matches your problem, execute the solution. Did it solve your problem ? If

yes, please click thumbs up. If no and there’s no other knowledge base article about this

problem, please enter a request to ask Ellips Support to look into it.

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1. In the search bar enter RMA and click the loop logo

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2. Click on the link ‘RMA: Request for Return Material Authorization’

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3. Form as shown below appears

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4. Fill in the fields. Blue fields are required, n/a can be an answer.

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5. Note down the RMA number as you need to put it on the box you will send the parts back to Ellips

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1. On the home page click ‘Request Something’

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2. Click the most appropriate area for your request (Installations in the example)

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3. You can choose a request template or knowledge article for your request. If none match, click ‘None of the above’

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4. Type a subject that shortly describes the request or problem you have. In the Note field enter the full description of what you want. After that, click ‘Save’.

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5. You will find the request number on the top of the screen

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1. Click on ‘My requests’

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2. Click on the ticket you want to check for progress (You will get a push notification from the 4me app, if you use it on your smartphone, if your ticket is updated)

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3. Check the update