My Services FAQ

Q. How to unlock my account and request a new password?

Q. How to request a new passphrase?

Q. How to remove the requirement for the pass-phrase?

Q. What to do if I do not remember the user name?

Q. What to do if I forgot the secure questions?

Q. How can I manage user accounts for my company?

Q. Who is the Super User?

Q. Can I open a ticket via My Services?

Q. How to raise a new incident?

Q. How to raise a new request?

Q. How can I make the Interoute Service ID (SID) more understandable for me and all the users in my company?

Q. What browsers are supported by My Services?

Q. What time zone does My Services use?

Q. Can I see all users if I have more than one account?

Q. How can I check if service provided by Interoute is working properly?

Q. How can I turn ON my DDoS protection?

Q. How can I turn OFF my DDoS protection?

Q. How can I track my payment made to Interoute?

Q. When will the HUB (old portal) be turned OFF for customers?

Q. How to modify contacts in My Services?

 

 

 

Q. How to unlock my account and request a new password?
Requesting a new password will unlock your account. A link will be sent to your registered email address to enable you to reset your password. You will be requested to answer one of your security questions during this process.

 

Q. How to request a new passphrase?
After login in on Myservices website, user can click on “Forgotten your Passphrase”.
 

Q. How to remove the requirement for the pass-phrase?
Given the security levels implemented at Interoute, only an account manager of the company can disable the My Services passphrase feature on behalf of a user.
 

Q. What to do if I do not remember the user name?
Please contact a user from your company who has administrative rights (super user).Super user will be able to provide you with requested information.
 

Q. What to do if I forgot the secure questions?
Please contact support@interoute.com who will be able to reset your security questions.
 

Q. How can I manage user accounts for my company?
Interoute has developed a self-administration feature for My Service’s users which is assigned to the designated customer's ‘super’ user. All HUB users (from Interoute's old portal) have been migrated to My Services with same access rights.
 

Q. Who is the Super User?
A ‘super’ user is a person working for your company who has been configured with full administration rights. The ‘super’ user has the required system access to create new users and add or remove a user’s rights.
 
Every new user created is assigned with full access rights (default rights) which make him a Super User.
 
The ‘super’ user has administration rights to create general profiles and decide which user rights should be assigned to particular profiles and users. User rights and general profiles should be changed by the ‘super’ user according to business requirements.
 

Q. Can I open a ticket via My Services?
Interoute provides users with the ability to raise tickets and address them to the Interoute Support group directly using ‘My Services’.

There are two types of tickets:
  -    Incidents (user is experiencing a fault on the service)
  -    Request (users are requesting a change or information).

See the answers below for raising incidents and requests.



Q.How to raise a new incident?
If a service is not working as expected then users could easily raise incident ticket via My services. This is possible from tab Tickets / Incident.
 
Users shall select affected SID and answer series of mandatory questions. After reconfirming already provided information, system will generate Interoute incident ticket number ( e.g.1-xxxxxxxx).
 

Q. How to raise a new request?
This is possible from the My Services tab Tickets /Request.
 
Users should select the type of service, specific Service ID (SID) and the required change. This will lead to a series of mandatory questions. Once the questions have been answered the system will generate an Interoute request ticket number (e.g. 1-xxxxxxxx).
 

Q. How can I make the Interoute Service ID (SID) more understandable for me and all the users in my company?
Users have the opportunity to add ‘friendly names’ to their services from the following My Services tabs - Products, Services.
 

Q. What browsers are supported by My Services?
My Services supports Chrome, Firefox, Safari, and Internet Explorer (version 11 and above).
 

Q. What time zone does My Services use?
My Services presents all information and statistics in GMT/UTC, by default.
 

Q. Can I see all users if I have more than one account?
If you have multiple accounts, you will have visibility on all of the users under the account you are currently logged with.
 

Q. How can I check if service provided by Interoute is working properly?
My Services users can assure themselves their services are working correctly via the My Services tab IP Reporting and IP SLA functions.
 
IP Reporting provides real time visibility for all IP traffic, service availability, errors and discards.
 
IP SLA function provides information for the most common IP issues such as, Round Trip Time Delay and Packet Loss.
 
The ‘Looking Glass’ option provides the user with the opportunity to perform BGP, Ping or trace route tests from one of Interoute routers to a random IP address.
 

Q. How can I turn ON my DDoS protection?
After logging into the Interoute Hub, all assigned customer DDoS Protection Services are shown in the list of services.
 
After selecting the relevant DDoS Service ID (SID) an initial screen will show a summary of any detected DDoS attacks. By selecting the “Ongoing Mitigations” tab the view will switch to a summary of any active or ongoing DDoS Mitigations.
 
To mitigate against a detected DDoS attack in progress, select the attack from the summary screen. This will bring up additional details about the attack. Click on ‘mitigate’ and then select the treat management option.
 
Select Save and Start. DDoS Mitigation will commence after a few seconds. You will then be taken to a Mitigation Summary screen which will summarize any enabled DDoS Mitigations
 

Q. How can I turn OFF my DDoS protection?
If an enabled DDoS Mitigation is no longer required, it can be switched off by clicking on the displayed Mitigation on the Mitigation Summary screen or on the Ongoing Mitigations tab on the main status screen. When Mitigation is selected, some details are shown along with a number of options. Select Stop in the Summary box, near the top left of the screen.
 

Q. How can I track my payment made to Interoute?
Invoices are visible in my services (depending on user’s rights). In order to check if a payment has been received by Interoute you can contact your account manager who will be available to serve you with this request.
 

Q. When will the HUB (old portal) be turned OFF for customers?
The HUB was turned off for customers on 1st February, 2015. Interoute confirm all functions have been migrated and improved in the My Services portal
 

Q. How to modify contacts in My Services?
My Services users can modify user contacts during the process of opening a new ticket. There is a function allowing users to modify and add new contacts.
 

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Interoute's Awards

UK Cloud Awards 2016
Best Cloud Service Provider at the UK Cloud Awards 2016

Gartner Magic Quadrant
2017 Leader in Gartner's Magic Quadrant for Managed Hybrid Cloud Hosting, Europe
2016 Leader in Gartner's Magic Quadrant for Managed Hybrid Cloud Hosting, Europe

Gartner 2015 Magic Quadrant
Leader in Gartner's Cloud-Enabled Managed Hosting Magic Quadrant, Europe

IT Europa European IT & Software Excellence Award
2015 Managed Service Solution of the Year for Interoute Virtual Data Centre

ECO Internet Award
2014 Carrier/ISP Winner for Interoute One Bridge

Capacity Awards
2014 Best pan-European Wholesale Carrier
2013 Best European Product/Service Interoute SmartPoint

Data Center Market
2014 Data Centre Innovation