The Sonas Support Portal provides a centralised reporting and tracking interface for service agreement customers to manage their support requests.
The application provides instant access to status updates and history on existing requests and the ability to easily register new requests.

You will be presented with a registration page when you first attempt to access the system or if you have changed device, cleared your browser history (cookies etc) or been inactive for a period.
Please note the above and that you are likely to be asked for your email address again in the future, even if already ‘registered’. Previous support requests will not have been lost and you are not creating a duplicate ‘account’ as long as you use the same email address.
The registration page is generated by a 3rd party system which hosts the support portal “Spiceworks” and contains links to the relevant privacy policy etc. You must provide an email address accessible from the machine/device you wish to access the system. This address will receive the login email which allows you to access the system.
Once an email address is entered in the registration page, you may close the browser window. You will receive a login email to access the system.

Support requests are stored as ‘tickets’ associated with the email address used at registration and you must use an individual email address to access this system. Unsolicited support requests from shared/generic/anonymous accounts will be declined.
If you wish to share communication of tickets between staff, the system can automatically copy in your colleagues who will then have the same notifications and may add to your tickets via email. Only the originator will see the ticket in their portal page. If you wish to set this up, please provide a list of user names and email addresses in a new support request under the category of [Software].

Your login email will arrive with a clickable link to the portal. If you do not receive the email, check your spam/junk folders or ask your IT department to verify it wasn’t blocked. The sender email address will be help@sonasltd.on.spiceworks.com.

To raise a new support request, click the [ + Submit a ticket] button at the top of the portal page (after login).
This will bring up an input form with required and optional fields.
Please enter as much information as you have within this form, including attaching any relevant documents / photos using the [Attach a file] button.
Once you have completed your entry, click [Submit] at the base of the form. A small banner will appear to notify you that your ticket has been submitted and the form resets to allow.

Once you have raised a support ticket, you will see the details in the portal homepage (once logged in). Please note that if you have just created a ticket you may need to refresh this page to see it.
The page defaults to show open tickets but you can see closed requests by using the drop-down menu arrow to the right of [Open Tickets].
Click the ticket line to see details associated with your request and any activity from you or Sonas. You may also add additional commentary to the ticket or close it. Please continue to use this system to communicate all information related to this issue, even once allocated to an engineer.

Once you have created a new request, you will receive a notification/confirmation email. Replying to this email will add additional commentary to the request. Please do not modify the reply email subject as this is used to identify the ticket. Attachments to reply emails will be added to the ticket and this can sometimes be helpful if multiple files are to be uploaded.
Please delete any large graphical email signatures/footers before sending your reply as these will be treated as attachments and added to the ticket commentary, cluttering your request.