Soliant.cloud Help Center
  1. Soliant.cloud Help Center
  2. Soliant.cloud Service Desk

Soliant.cloud Service Desk

Welcome! You can browse our library of knowledge base articles for Soliant.cloud managed hosting services here.

Learn more about

  • Onboarding

  • Billing

  • Disaster Recovery

  • Soliant.cloud Services

  • FileMaker Software

  • Security

  • Additional Services

  • Using the Soliant.cloud Portal

Need to raise a request? Contact us.
Powered by Jira Service Management
{"xsrfToken":"ed316e9e6b3b81154b2699603025ae9b2e6cb1ad_lout","branding":{"id":"4","key":"sck","name":"Soliant.cloud Service Desk","portalBaseUrl":"/servicedesk/customer/portal/4"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/360ed12f-cfe4-49ed-8d18-77cc61aa6ea9/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIxZjhjOGQ1Zi05NWNiLTRhNTEtYjI0ZS0zNGVjOTQzYjUzNWMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjM2MGVkMTJmLWNmZTQtNDllZC04ZDE4LTc3Y2M2MWFhNmVhOSI6WyJyZWFkIl19LCJleHAiOjE3NDg4NjkwMDYsIm5iZiI6MTc0ODg2ODQwNn0.pLZfbyFgdHRl4JmchWBdr_LsF91Ptr7P_rzIpv12Jbc&client=1f8c8d5f-95cb-4a51-b24e-34ec943b535c&mode=fit","logoId":"360ed12f-cfe4-49ed-8d18-77cc61aa6ea9","isLogoAvailable":true,"helpCenterTitle":"Welcome to the Soliant.cloud Help Center","sharedPortalName":"Soliant.cloud Help Center","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"Welcome to the Soliant.cloud Help Center","sharedPortalName":"Soliant.cloud Help Center","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#000109","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/0aa15eba-b19e-4273-83fc-5b6259f782a5/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIxZjhjOGQ1Zi05NWNiLTRhNTEtYjI0ZS0zNGVjOTQzYjUzNWMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjBhYTE1ZWJhLWIxOWUtNDI3My04M2ZjLTViNjI1OWY3ODJhNSI6WyJyZWFkIl19LCJleHAiOjE3NDg4NjkwMDYsIm5iZiI6MTc0ODg2ODQwNn0.PPEiFksAGVOaMyDtMwParfFjFn43R3X6DqHQ1iK_KnU&client=1f8c8d5f-95cb-4a51-b24e-34ec943b535c&height=300&mode=fit","bannerMediaApiFileId":"0aa15eba-b19e-4273-83fc-5b6259f782a5","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"4","key":"sck","projectId":10003,"serviceDeskId":4,"name":"Soliant.cloud Service Desk","description":"<p>Welcome! You can browse our library of knowledge base articles for Soliant.cloud managed hosting services here.</p>","portalBaseUrl":"/servicedesk/customer/portal/4","reqTypes":[{"id":"62","name":"Add a user to my Soliant.cloud Portal","descriptionHtml":"","callToAction":"Add a user to my Soliant.cloud Portal","introHtml":"","icon":10550,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[18],"key":""},{"id":"55","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[20,18,21,17],"key":""},{"id":"47","name":"Fix an account problem","descriptionHtml":"","callToAction":"Fix an account problem","introHtml":"<p>Having trouble accessing certain websites or systems? We'll help you out.</p>","icon":10518,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10518","groups":[18],"key":""},{"id":"65","name":"Help me upload a database to my server.","descriptionHtml":"","callToAction":"Help me upload a database to my server.","introHtml":"","icon":10473,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10473","groups":[17],"key":""},{"id":"64","name":"Help With Container Data","descriptionHtml":"<p>Use this form to request help with container data issues. Charges will apply. A team member will get back to you as soon as possible.</p>","callToAction":"Help With Container Data","introHtml":"","icon":10469,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10469","groups":[17],"key":""},{"id":"88","name":"Move an instance to a new region","descriptionHtml":"","callToAction":"Move an instance to a new region","introHtml":"","icon":10532,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10532","groups":[20],"key":""},{"id":"57","name":"Report a system problem","descriptionHtml":"","callToAction":"Report a system problem","introHtml":"<p>Let us know if something isn't working properly and we'll aim to get it back up and running quickly.</p>","icon":10521,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10521","groups":[20],"key":""},{"id":"61","name":"Request alternate payment method","descriptionHtml":"","callToAction":"Request alternate payment method","introHtml":"<p>Please include as much information as possible in your request and we will get back to you as soon as possible.</p>","icon":10484,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10484","groups":[21],"key":""},{"id":"63","name":"Request an SMTP Account","descriptionHtml":"<p>Please include your organization name in your request. A team member will get back to you soon.</p>","callToAction":"Request an SMTP Account","introHtml":"","icon":10527,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[20],"key":""},{"id":"67","name":"Request Enhanced Snapback Model","descriptionHtml":"<p>Use this request form to apply for the SnapBack Premium model. Once your request is submitted, our team will</p>","callToAction":"Request Enhanced Snapback Model","introHtml":"","icon":10550,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[21],"key":""},{"id":"66","name":"Test","descriptionHtml":"","callToAction":"Test","introHtml":"","icon":10550,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[21],"key":""},{"id":"93","name":"API Request","descriptionHtml":"","callToAction":"API Request","introHtml":"<p>API Support Requests</p>","icon":10472,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[],"key":""},{"id":"89","name":"Billing Issue","descriptionHtml":"","callToAction":"Billing Issue","introHtml":"<p>Issue with Billing</p>","icon":10484,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10484","groups":[],"key":""},{"id":"90","name":"Decommission","descriptionHtml":"","callToAction":"Decommission","introHtml":"<p>Instance or account decommission</p>","icon":10469,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10469","groups":[],"key":""},{"id":"94","name":"Estimate","descriptionHtml":"","callToAction":"Estimate","introHtml":"<p>Estimates for Soliant.cloud Services</p>","icon":10523,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10523","groups":[],"key":""},{"id":"48","name":"Get a guest wifi account","descriptionHtml":"","callToAction":"Get a guest wifi account","introHtml":"<p>Raise a request to ask for temp wifi access for guests.</p>","icon":10519,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10519","groups":[],"key":""},{"id":"46","name":"Get IT help","descriptionHtml":"","callToAction":"Get IT help","introHtml":"<p>Get assistance for general IT problems and questions.</p>","icon":10541,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10541","groups":[],"key":""},{"id":"60","name":"Investigate a problem","descriptionHtml":"","callToAction":"Investigate a problem","introHtml":"<p>Create a problem to track the cause of one or more incidents.</p>","icon":10520,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10520","groups":[],"key":""},{"id":"92","name":"Licensing Expiration","descriptionHtml":"","callToAction":"Licensing Expiration","introHtml":"<p>Request involves a licensing issue that must be resolved for your service to continue uninterrupted.</p>","icon":10508,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10508","groups":[],"key":""},{"id":"56","name":"New mobile device","descriptionHtml":"","callToAction":"New mobile device","introHtml":"<p>Need a mobile phone or time for replacement? Let us know.</p>","icon":10534,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10534","groups":[],"key":""},{"id":"52","name":"Onboard new employees","descriptionHtml":"","callToAction":"Onboard new employees","introHtml":"<p>Request access for new employees.</p>","icon":10516,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10516","groups":[],"key":""},{"id":"58","name":"Report broken hardware","descriptionHtml":"","callToAction":"Report broken hardware","introHtml":"<p>Report hardware that might be faulty or broken e.g. a broken computer screen or a damaged server.</p>","icon":10512,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10512","groups":[],"key":""},{"id":"59","name":"Request a change","descriptionHtml":"","callToAction":"Request a change","introHtml":"<p>For example, upgrade a server (VPN) or an application (Jira).</p>","icon":10528,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10528","groups":[],"key":""},{"id":"51","name":"Request a new account","descriptionHtml":"","callToAction":"Request a new account","introHtml":"<p>Request a new account for a system.</p>","icon":10517,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10517","groups":[],"key":""},{"id":"50","name":"Request admin access","descriptionHtml":"","callToAction":"Request admin access","introHtml":"<p>For example, if you need to administer Jira.</p>","icon":10513,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10513","groups":[],"key":""},{"id":"54","name":"Request new hardware","descriptionHtml":"","callToAction":"Request new hardware","introHtml":"<p>For example, a new mouse or monitor.</p>","icon":10550,"iconUrl":"https://customer.support.soliant.cloud/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10550","groups":[],"key":""}],"reqGroups":[{"id":21,"name":"Billing Questions"},{"id":17,"name":"Common Requests"},{"id":18,"name":"Logins and Accounts"},{"id":20,"name":"Servers and Infrastructure"}],"orderMapping":{"18":[62,47,55],"20":[88,57,63,55],"21":[67,66,61,55],"22":[55],"17":[65,64,55],"19":[57,59,61],"16":[54,58,61]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"67bd1a68-c917-3d9a-934f-2db9d74cfa25","appLinkName":"System Confluence","appLinkUrl":"https://arusstest.atlassian.net/wiki","spaceKey":"SO","spaceName":"Soliant.cloud Onboarding","spaceUrl":"https://arusstest.atlassian.net/wiki/spaces/SO","isServer":false},"labels":[],"projectKey":"SCS","serviceDeskId":4,"kbLinkDomainURLs":["https://customer.support.soliant.cloud","https://soliantcloud.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":4,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"SCS","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIxZjhjOGQ1Zi05NWNiLTRhNTEtYjI0ZS0zNGVjOTQzYjUzNWMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDAzIjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NDg4Njk2MDYsIm5iZiI6MTc0ODg2ODQwNn0.d8Y3AdMkar2NKhw_FnajSIork9LpDnAbqQVRya_oB-0","targetCollection":"upload-project-10003","endpointUrl":"https://api.media.atlassian.com","clientId":"1f8c8d5f-95cb-4a51-b24e-34ec943b535c","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[{"id":"8f0589a5-76c4-4951-9131-de763b08e8cb","name":"Onboarding","categoryUrl":"https://customer.support.soliant.cloud/servicedesk/customer/portal/4/topic/8f0589a5-76c4-4951-9131-de763b08e8cb","lastUpdated":"1741795119492","createdAt":"1632935953632"},{"id":"4432a282-2cf9-4b36-8bc5-f45ea42320a9","name":"Billing","categoryUrl":"https://customer.support.soliant.cloud/servicedesk/customer/portal/4/topic/4432a282-2cf9-4b36-8bc5-f45ea42320a9","lastUpdated":"1741795289222","createdAt":"1632935961577"},{"id":"fb210349-07eb-41aa-bfac-4dbb0a1d9105","name":"Disaster Recovery","categoryUrl":"https://customer.support.soliant.cloud/servicedesk/customer/portal/4/topic/fb210349-07eb-41aa-bfac-4dbb0a1d9105","lastUpdated":"1741795282860","createdAt":"1632935966164"},{"id":"72ecaddb-493e-4558-9b3d-4d95271fa3ba","name":"Soliant.cloud Services","categoryUrl":"https://customer.support.soliant.cloud/servicedesk/customer/portal/4/topic/72ecaddb-493e-4558-9b3d-4d95271fa3ba","lastUpdated":"1741795416311","createdAt":"1632935970948"},{"id":"87887db0-e28b-42a7-8f08-794b7c31b598","name":"FileMaker Software","categoryUrl":"https://customer.support.soliant.cloud/servicedesk/customer/portal/4/topic/87887db0-e28b-42a7-8f08-794b7c31b598","lastUpdated":"1741795416338","createdAt":"1632935976007"},{"id":"c224f062-26b0-4877-940b-43993cbf48a4","name":"Security","categoryUrl":"https://customer.support.soliant.cloud/servicedesk/customer/portal/4/topic/c224f062-26b0-4877-940b-43993cbf48a4","createdAt":"1632935981540"},{"id":"2a59a5c6-2955-4990-84e5-ceb3fe1020aa","name":"Additional Services","categoryUrl":"https://customer.support.soliant.cloud/servicedesk/customer/portal/4/topic/2a59a5c6-2955-4990-84e5-ceb3fe1020aa","lastUpdated":"1741795416291","createdAt":"1635552935073"},{"id":"15a4afcb-f8ee-4902-851b-c92fe25470ed","name":"Using the Soliant.cloud Portal","categoryUrl":"https://customer.support.soliant.cloud/servicedesk/customer/portal/4/topic/15a4afcb-f8ee-4902-851b-c92fe25470ed","lastUpdated":"1741795395358","createdAt":"1635553184879"}]}},"sharedPortal":{"name":"Soliant.cloud Help Center","description":"<p>Welcome to the help center - we're here to help! Raise a request from the options provided.</p>","kbs":{"kbEnabled":true,"appLinkUrl":"https://soliantcloud.atlassian.net/wiki","kbLinkDomainURLs":["https://customer.support.soliant.cloud","https://soliantcloud.atlassian.net"]}},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}
{"headless":false,"tourEnabled":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=soliantcloud","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"ed316e9e6b3b81154b2699603025ae9b2e6cb1ad_lout","baseUrl":"https://customer.support.soliant.cloud/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://soliantcloud.atlassian.net","customerLoginEnabled":true,"maxAttachmentSize":"1073741824","gravatarEnabled":true,"onDemand":true,"disabledFeatures":[],"enabledDarkFeatures":[],"calendarDateData":{"months":["January","February","March","April","May","June","July","August","September","October","November","December"],"monthsShort":["Jan","Feb","Mar","Apr","May","Jun","Jul","Aug","Sep","Oct","Nov","Dec"],"weekdaysShort":["Sun","Mon","Tue","Wed","Thu","Fri","Sat"],"weekdays":["Sunday","Monday","Tuesday","Wednesday","Thursday","Friday","Saturday"]},"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"1f8c8d5f-95cb-4a51-b24e-34ec943b535c","optedInFeatures":{},"fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"1fdd7b8bcdce43d68a58fec8197c2ec6","siteDefaultLanguageTag":"en-US","featuredValues":{"multiHelpCenterEnabled":false,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":false,"helpCenterCustomizationEnabled":false},"helpCenterHomePageSlug":"portals","anonymousEnabled":true,"requestIntroEnabled":true}